FWIW, got a call tonight from family in BOS trying to get to SRQ for a death in their family yesterday. Website, regular phone line and the skymiles line were busy or crashing. Turns out the skymiles phone line worked from ATL so that inspired them to call family in SRQ and they too got through and changed their itinerary.

That's just an observation and I'm not saying that's a good end around, just that it seems as if it actually matters where you call from. I guess the system's ability to help those in need is not handling the demand for help.