Didn't the new head of customer relations, Pam Coslet(I'm spelling it wrong) come to UA from Disney? Maybe they're seeing that talking about how to treat customers in the abstract of a classroom wasn't cutting it, so they're sending a few people on junkets to WDW and Epcot to see it firsthand.

If it gets a few more agents to smile throughout the day, then I'm all for it, even in light of the furloughs and layoffs. Give the people still on the job a morale boost, "invest in their future" so to speak.