Res, I appreciate and trust your responses. I wonder, however, what is coming down from Houston that is causing other agents to say these things.

Somehow they need to get the message that they should not be driving customers away by berating them for using the low fares when CO offers them. For one thing, it is not possible to book anything other than the lowest fare on the CO website, or other websites for that matter. Very often we are paying a higher fare than we could have gotten elsewhere anyway, because we prefer to fly CO.

Most of the people who use the Elite lines also fly on higher fares when that is what is available. We need to know we are still appreciated (if we really are), before we all take our business elsewhere.

I don't blame the agents, because it sounds like many of them are running scared right now, but something must be giving them this feeling. If these things are not true, Houston needs to do something to help them be more positive in talking to their best customers. This would probably involve helping them to feel more secure in the future of their airline. They're only human, and most of them probably aren't as mature and experienced as you appear to be.

BTW, I have heard "I can't override EUA" several times lately when the automatic upgrade didn't come through. Yet, a couple weeks ago I was flying a NW codeshare on CO metal. My EUA didn't go through, so I called NW, and the agent had no trouble overriding the system to provide the upgrades both ways (It was within the 5-day window for the return also). What gives?