I live in Northwest hub city have had my fair share of bad expereinces. I feel that it is only fair to also share my good ones. I was traveling internationally from Beijing last week. I asked for a window seat at the gate thinking I didn't have a chance in hell. The agents said they were overbooked in coach but because she would give me this one time upgrade to Bus Class. AWESOME!! I am a silver elite member in North America. Northwest, you have just made up for my past 2 years of bad expereinces. Thanks. Empowering your agents pays off!!