When things go off the rails, they fix it. Usually quickly, easily, with little fuss or stress. I know some flyers use them for checking in, tagging bags, seat assignments, etc. I prefer not to bug them unless I need something. Occasionally I will call them if I am clearing customs at a particular station with a very short transfer time and ask them to call the gate to let them know I will be there (Nexus) and not to deboard me. But basically 99% of the benefit comes during IRROPS. Doesnt matter why things go wrong, they are always happy to fix it. Which means there is basically nothing you should get stressed about during travel. Which is a pretty good deal, IMO. They are absolutely great.