Right now, as I write this, I have been on hold with Delta Airlines... I should have just said, "Go ahead change my flight." I should have said this 3 HOURS EARLIER! Now part of my customer service problem is likely caused by inexperience (the nice young woman on the other end of the line was new to the office), but I think part of it was also that they had the wrong technology. I was on hold for three hours because her system was using different class code searches instead of just getting the most inexpensive deal. As she was quoting me the ridiculous price of an extra $600 to add one leg of the flight and change another, I checked Kayak.com and found a flight that would take me from San Jose to Denver to Washington, D.C. for $280. Of course, the lower offer was from United Airlines, but it just goes to show that the world of customer service is partly a technology problem. It shouldn't take five hours and in a perfect world shouldn't take me anytime as I could search through a bunch of previously answered help queries. There is no shortage of people with pain (in the business sense) in the airline industry. Whoever (probably a great arithmetician) can figure out a way to predict when to get a cheap ticket or just save me 3 hours of hold time with a better technological customer service solution, you'll do well in the future.