You are an airline phone or gate agent. What do you do in the following circumstances?

1. There is a transoceanic flight with one business class seat open. Your airline, as a matter of policy, says that a certain low fare is not upgradeable. Who do you upgrade?
A: The 100K flyer with the non-upgradeable fare who was quite insistent that he is one of the airline’s best customers, and the rule should be waived for him.
B. Another 100K flyer with the non-upgradeable fare, who didn’t ask for the upgrade.
C. A 50K flyer with an upgradeable fare.
D. A 25K flyer who was nice and gave you chocolates.
E. A no status flyer, willing to pay miles.
F. No one..

2. Same question, but 2 seats are open. Who do you upgrade?
A. A 100K flyer and his companion (no status), with upgradeable fares.
B. A couple, each with 50K status.
C. The two flyers with the most status, but not their companions.
D. The honeymoon couple with no status, who are making out in the waiting area.
E. No one.

3. You are a phone agent, and Mr 100K calls. Your airline tracks each call, so you see that this caller has called 5 different times trying to get a waiver on a $100 fee for changing his return routing. You
A. Give him the waiver, even though it is against policy.
B. Make a note on his record.
C. Hand him off to a supervisor.

4. A 50K flyer (who normally must call 72 hours in advance for an upgrade) told the agent he is using a special upgrade certificate, and then can reserve a upgrade 4 weeks in advance. At the gate, he does not produce the certificate, but wants to use his normal (72-hour) coupons to upgrade. You:
A. Upgrade a 100K flyer instead.
B. Insist that he produce the special certificate, otherwise give the seat away.
C. Let him slide and take the normal upgrade.
D. Upgrade him with the normal upgrade, but add a note to his record.
E. Quit and work for Burger King.


[This message has been edited by opus17 (edited 02-25-2001).]