Agreed!

I looked back at my old email from UA. I've had decent replies from [email protected] (for various values of NN), but by far the best service I've ever had was indeed from Heather, [email protected].

The thing that sets her apart is that while others pass you off to someone else (who may well never bother to reply), Heather actually goes and finds the answers.

Now, we just have to hope she doesn't get overworked by FlyerTalkers!