Something that occurred recently that impressed the heck out of me, but most notably, our Customers.

Prior to arrival in YVR, we were sent a "data-link" message seeking out 6 specific customers who had a 3 hour wait in YVR en route to YYJ. They were asked if they would prefer an earlier connection, reducing their wait time from 3 hours to 50 minutes - presumably because later flights were heavy or perhaps oversold. Needless to say, all were delighted, and new boarding cards were waiting and baggage was ready to be re-tagged. ^