Technology which allows us to book travel, pick a seat, request an upgrade, and check in without either hanging on hold or waiting to be called by the next available agent. The other advance has been airports, which in some cities look like something out of the show "Wings." Some airports have now become very pleasurable (outside of the security checkpoint process); T9 JFK, SEA, DFW, DEN, SNA, PHL, PIT, etc. Although there are still some that leave much to be desired; ATL, ORD, EWR, MCI.