My 19 yo was coming home from school and connected through Charlotte. I had given him a BOFA coupon for access to the US club. ( I had called the 800# and they indicated that it wasn't transferable, but that employees in CLT might be able to exercise some leeway???)

so he gets into CLT and has a 2 hour delay on his flight, so he tries the coupon- first ee won't let him in because he's under 21?? but 2nd employee steps in and lets him in. So he kills an hour and drinks a couple of cokes-no big deal but it made his 12 hour trip a little nicer.
It's the little things in life that make people return to an airline, not only the price of a ticket.