I generally agree with the sentiments here. But it's a real balance that has to be struck. Becasue seomtimes being right and being entitled is not enough...

Here's an example: I wanted to fly IAD-SFO on Thursday, so bought a ticket on the 9:30am flight this past Sunday, figuring, hey, its a 757, I dont need to check on upgrade availability.

Lo and behold the sucker's nearly full and I'm waitlisted. SO, I figgure, ok, I ain't going to go through the stress of a gate upgrade, so I'll move to the earlier 7:30 flight since first looks wide open. Besides, that way I can enjoy the best darn airport Bloody in the country at the circle bar during the extended layover.

The response: Sir, I'll have to refare that. Never mind the outrageous price I already paid for the "discount" ticket, rules are supposed to be rules. Same day, same route, different time: free change for 1ks.

"I've never heard of such a thing, sir."

So I say, I'm quite sure of it, could you please check? "Sir, you can either take your chances on the PA1 list or let me refare this ticket."

What would YOU do in this situation?

I mean, I KNOW the rules. I am playing by them. I am NOT being unreasonable. I am NOT demanding anything to which I am not entitled. I should ream this woman, right? Read her the riot act, demand her superior, get her butt fired for incompetence and incredibly poor customer service. Right? Right?

To me the solution was simple: "Gosh. Well. You must be right, I'm sorry. Tell you what, lets just leave the reservation as it is and I'll cross my fingers. Thanks so much for your help today!"

Hang up.

Call back.

Ticket changed in 2 minutes by the CSR who answers.

Same thing at Hiltons....if I dont get what I feel I am entitled to, I just call the Diamond desk. They hate to, but will usually work it out with the hotel.

Same reason I avoid the IAD 1k Center, except to go in there and tease them.