I have traveled almost weekly for over a year on a government contract job. I am paid an all inclusive hourly rate, so effectively all travel comes out of my pocket. I had to cancel my Jan 7 week trip due to the partial government shutdown. I emailed customer service and explained the circumstances, requesting a waiver of the $200 change fee so that I could use the full value of the ticket when things get moving again. 48 hours later I received a personalized (not form letter) response addressing my change fee waiver, granting my request!

Since we see a lot of stories on FT about difficulty in dealing with customer service via email, often requiring several attempts to get a human being to really look at an issue. I was pleasantly surprised that they were willing to waive the fee and responded in a relatively quick timeframe, while having some level of empathy to my situation.