I've got a CX RM. I'm based in SG if that helps. They book for a massage slot for me in the pier. Get me a free buggy for connections if the connection is really far. For more complex booking, they can set things up. Sometimes, I tell my RM that I want to go on a holiday, and ask for the cheapest business class ticket around a 8-12 hour flight radius including transit and he comes back to me. He also helps with booking of hotels with free upgrades and sometimes asks if I want to meet station chief for meals if I'm around the area. Basically, you can get it as personalized as you want or as unpersonalized as you want. I'm pretty happy with my RM. I've got my RM when I got over 3200 status points.