Yeah, their live-person number sucketh mightily. The couple times I have had to use them, I take the option to leave a call back number. So far (knock wood) the time for the CB has been about forty-five minutes – not good but I can do something to occupy the time.
I call it airline pricing – it can vary wildly depending on the dates selected. I posted an experiment I did in June and the range was $101 to $248 for the same trip on the same day of the week.