why do airlines always say call volumes are high?

I spent almost an hour on hold with United Airlines yesterday, just trying to change a flight. Every time I call, I hear that same message: "We are experiencing higher than usual call volume." Honestly, has anyone ever called an airline and not heard that? I started wondering if they just play that message all the time, no matter what. Maybe it’s their way of making us feel guilty for needing help, or maybe they just don’t want to hire enough people to answer the phones. It’s funny, because they always talk about how much they care about their customers, but then leave us hanging for ages. Has anyone actually gotten through quickly, or is this just the new normal for airlines? I remember when calling customer service didn’t feel like a test of patience. It makes me miss the days when you could actually talk to a real person without waiting forever. #airlinestories #customerfrustration #unitedairlines #Travel