I interacted with an automated call center recently that confirmed my telephone number, gave me an accurate estimate of the waiting time and asked me to press # if I want a call back. I wish I could remember the company. Nine minutes later, as promised, a human called me back. I've also called Marriott where in the past Platinum Elite members were given a special number where calls were immediately answered by a human. No more. Now before you are even allowed to press a number indicating your need, you have to listen to three minutes of promotional blather and a two minute apology for a data breach that never should have happened in the first place. What's going on here? Has Marriott modeled itself after an airline?