Rudi: Even without knowing the agents, dealing with the ones that work away from the aitport, face to face, can be a good deal. I've had several situations where I'm at a meeting, Delta has a temporary desk setup, and I go chat up the people manning the desk for a minute or two. Even though I can't confirm an upgrade until the next morning, they say, "don't sweat (is sweat an acceptable word?) it. we'll take care of it for you." You'll never get that on the telephone of the 'Net.