<<How are you going to pay for the upgrade? she asked. Apparently I was the only one who had ever purchased a full-fare First Class ticket on National so I explained that the upgrade was included in the ticket price. She blushed and apologized and I pish-tushed her and told her to think nothing of it, but that she had better develop a little more unfriendliness if she ever hoped to work for United.>>

I believe there's an FAA regulation that precludes friendliness -- that law has been in effect for years!