My point is that the ability to "make things happen in a pinch" hasn't changed in the past few years. Whatever they could do before they can still do (and do do) now.

The EXP desk can do this in most cases, but not as quickly.

Recent example:

SJC-LAX-LHE-VIE. SJC-LAX is delayed. Pam tries to get us on the earlier SJC-LAX,but no go. Still enough time, though.

We order food at the club. Just as it arrives,Pam comes over to tell us that the SJC-LAX is further delayed (she's been watching) and we'll miss LAX-LHR. So, she's already rebooked us on SJC-ORD,leaving right now,hurry to the gate. Also booked ORD-LHR in time for LHR-VIE. Confirms upgrades and seats.We didn't even know we were in trouble yet. By the time we'd have found out, SJC-ORD would have been gone. Pam walked us to the gate to get is squared away.

And,while we're getting this done, the bartender/food person is wrapping our food and comes running out of the club with a bag as we board.

Yeah, they can still do things in a pinch. I can appreciate that the value prop is not there for some, depending upon the club. It is certainly there for us.

Last night another example, at LAX. LAX-SFO finally canceled after rolling delays. EXP desk rebooks on UA. Go to the desk at LAX AC to find out where UA are at LAX She looks at the record and sees that it wasn't quite right, and redoes the paper tickets for the transfer. And I don't expect much at the bigger clubs.

Cheers.