Last year we had a very "adventurous" flight which resulted in lost luggage on 3 separate legs, and having our fist class seates sold to someone else because our connecting plane was late.

NWA asked if we would rather have a set of unlimited first class upgrades or 10,000 miles each. We said we would take the 10,000 miles for all the luggage losses and the upgrades for the loss of our confirmed seats.

The first agent balked and I as for his supervisor who said. "Sure, we'd love to give you both." She also gave me her direct phone line to call in the event I had any future problems.

She was a great gal.