eja, I don't think that's a fair thing to say. We are given guidelines and are expected to follow them. When we don't, we are "coached" on company policy.

I was "coached" and a rather lengthy disseration put into my computer file when another agent, working in my sign, bypassed (albeit accidently during the last few minutes of a hectic flight to Tampa) a couple of revenue stand-by pax, one of whom was plat elite, and put on NW employees. With good reason, the woman who was bypassed called Customer Relations to report what happened.

So, erj, we cannot really do "whatever the [] we want" without consequences.

I have never had any problems from Platinum or Gold Elite members, as they know how the program works. But when NW gives out Silver Elite status like it's going out of style, there are bound to be problems. They tell these people that their paper "Guest Silver Elite" card gives them "unlimited domestic First Class upgrades". What they don't tell them is that they fall behind a myriad of other elite members and it's very misleading.

Some sort of explanation should be included in the member directory, or at least better explained to the pax when checking in.