It's great to know the specifics, thanks. I'm flying in again in about 2.5 weeks, and it will be, barring any flight changes, during her shift. I'm LOOKING for good things now, not just for her, but all AA employees once I learned that. FAs too, who have a hard job, but after watching this woman that day, I decided she deserved sainthood or something. The things gate agents must put up with--as if they personally shut down the flight because they felt like it and controlled the airways. I was incredulous. After witnessing that, I have gone out of my way to recognize anyone I could. I am glad to know exactly how it helps! I don't think I could do the jobs. Free flying would be amazing, but people can be too awful!