The other day I wanted to upgrade a flight and first tried to do it online. After three unsuccessful attempts, I called the number shown on the screen (Wasn't SE then) After a few voice prompts and quite a bit of hold, an agent took my details and attempted the upgrade. After that was complete, she wanted 15$ from me for using the phone service. When I asked why? She put me on hold and talked to a supervisor. After 4-5 mins she back on the line and told me the upgrade would be processed and wished me a fine evening.

I'm happy someone took the pain to take care of my issue and that the call didn't go to India, but compared to the other CSRs I talk to (Amex, Hyatt, Hilton, LH etc) NW's agents sound mighty stressed.