Called the LX HON line a couple of days ago to change a ticket. The agent says "it seems you've had some disappointments lately, maybe with delays or some other problem, I think I can do something for you". Indeed I've had systematic delays on my usual routes from ZRH to Europe and the US, but usually in the 10-15 minutes range (so officially not even a delay), and this has been the case for several years. I had never complained or anything, they just knew about it. The agent waved the change fee/fare change for my ticket (250 CHF) and sent me a new ticket in an upgraded cabin.

Couple of days later, call again for a fare information, agent tells me "you've had some problems lately..." and asks whether he can do something for me. A voucher, some champagne - I asked for an upgrade voucher for longhaul J-> F, which they will now send me.

Very nice gesture, and all of this without me complaining. ^^ Unless this is to shut me up and stop complaining about their iPhone app

Well done, bravo for LX on this one. Have others experienced similar treatment?