To reiterate what was stated in an earlier post -- I felt it was tremendous to have the DD cancel a reservation without penalty well past the 6pm cutoff (after a flight got cancelled). On the same call, they made a new reservation for the city I was stuck in, AND called the hotel to get a shuttle sent to pick me up at the airport. Maybe the regular reservations line could have done the same -- I don't know. But being able to uncomplicate a bad situation was definitely worth a gold star.