Originally Posted by
WidgetKid
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).
I think that they will get takers far, far before hitting that limit. Maybe it will be useful in rare situations like needing to accommodate FAMs in business class, but they're sending a great message by empowering their frontline employees to fully solve these problems.