I saw this and was quite happily surprised. I agree that it empowers front-line employees and also gives agents a little bit more negotiating room without having to call in a redcoat.
That being said, I do think the $9,950 cap for redcoats extraordinarily high. Somebody who bought a $150 ticket being able to get possibly up to $9,950 in vouchers or whatnot just seems a bit crazy to me (admittedly, I don't know where I would draw the line of crazy or not, but I certainly think $9,950 is well past it).