On my flight today on a new 777-300, my tray table would not latch in place and would slide forward on takeoff and during turbulence. One of the FAs volunteered to beta test a new customer care app and came to my seat. He had not used the app and wanted to experiment. He filled out the form and I was offered $150 travel credit or 7500 miles. I chose the credit and in a few seconds after he submitted it, I had an email with the travel credit.

He wanted to see if he could give compensation for another issue for me on the same flight, because sometimes there is more than one issue as we know. He filled out another and I received a second travel credit.

He said this will go a long way to empower the employees and make the customers happy. I agree.