I would disagree. Just had an over 30min hold last week, hung up on them and took an Uber to the hotel. Expensed it and received my pay. Thankfully I had the hotel on my schedule already and knew where to go. We did have a cancelation out of base a couple of months ago that took well over two hours to get hotel/transportation worked out.

Its a mess really, but I blame it on us outsourcing everything and people not having the ability to work closely with each other. Very few can make any decisions on their own and each only handle one small part of the operation, thus slowing the process to a crawl.