I'd like to thank Mel (in ticket sales at LHR) for being truly helpful with fare rule details and other useful tips, and Sheila in Aeroplan (LHR). She called me last yea to respond to a problem and said I should come back to her if ever I had another issue. Just before Christmas she was able to sort out a frined of mine who had lost her vouchers (really!) and made sure a J seat was held open for her.