But how much discretion do they have, versus whatever the computer algorithm spits out at them?

Anyway, obnoxious if true. While these AmEx handouts have been a bone of contention around here, I'm sure we could all agree that any decisions like this should be made at the corporate level, not by frontline staff. While op-ups are an unpublished benefit and not something to be expected, if we're honest it's part of the program that encourages our loyalty. This GO who earns his status the hard way would be disappointed to discover staff are favoring less loyal customers in a misguided attempt to reward loyalty.

All that said, my op-up percentage this year improved noticeably compared to last year.