My only special remarks war story is about a seemingly nice lady who was in a pickle. She was friendly and all that, but when I looked at the special remarks and the time stamp, it looked like just an hour before she had called Res, cussed out the specialist, and threatened to kill her and the customer hung up. I asked the customer if she tried calling Reservations to make the change. She said yes. I asked if the call was successful. She said the call was dropped before the gal on the phone was able to finish helping her. I quoted her the same thing the Res specialist quoted. She paid no problem.