Originally Posted by ronin

I've had companion upgrades done real-time as silver by gracious gate agents. A couple times I've even had my entire family of four (2 kids) upgraded on an empty flight, without asking, by a customer-conscious agent. It went far to bring a few smiles, and diluted nobody's 'rights.' All the more appreciated because it was neither expected nor solicited.

A kind act by an intelligent employee is always to the customer's benefit, and hence to the company's.