Welcome to Flyertalk, and thank you for sharing the anecdote. I have read similar accounts elsewhere, and there's one thing I truly don't understand. What prompts the client to mention this sort of problem to a bank the first time? I understand why the bank is willing to do most anything the client requests, but why ask a banker about it?

(I also don't understand why credit card companies try to emulate this by bundling a commercial concierge service. It seems irrelevant, even if done well.)

dennis