So i normally fly AA, but i got this story from my mom who flew from California to Iowa this week. There was some problem, flights were delayed, and everybody needed to be rebooked. My mom stood waiting in line for about an hour. Several people angrily cut in line and demanded they be served right away. My mom asked them to return to line and wait like everybody else, a couple times it happened with different people cutting in line.

Well lo an behold, when my mom got rebooked the agent had quietly upgraded her to business for the rest of her itinerary. The agent didn't even say anything, he simply gave her the upgrade as thanks.

I know there's lots of complaints about UA service, but it's nice to see agents rewarding good behavior among passengers.