Quote from inside flyer magazine this month (American Edition):

Elite members are generally provided with exclusive toll-free numbers that appear to guarantee better service. Smart elites take matters into their own hands by cultivating an "angel" who will help them wade through the fine print and bureaucracy of a service center. For instance, one reader we spoke with has for several years had an "angel" with one of the major airlines. This frequent flyer has a truly reciprocal relationship with his angel: He sends her flowers on her birthday and a cash gift each Christmas; she has given him free upgrades and other perks. One year, the member was ill and unable to fly enough to reach his customary top-tier elite status, so the angel arranged for him to keep that status.

The two correspond regularly via the representative's direct phone line and email address. They've established a strong friendship over the years. "She's really very nice," our reader told us. "She's never refused anything I've asked."

Those who haven't had the luck to happen on to an "angel" should keep in mind that most programs actually service their elites through priority handling, meaning calls go to the head of the queue. In addition, calls from elites are routed to the most experienced representatives.

Interesting...Anyone have this kind of "angel"?

Yeah, concierges. I try to say hi every time I pass through an airport where CP has the service. Haven't really called upon them for anything unusual, as EP status usually greases things along quite well. But if the day ever comes, I'm pretty sure they'd come through.

Regards,

Ken Hamer

one in FRA/Germany (UA's 1K call in one center) and another one in ZRH/Switzerland (LH's downtwon office). Gruezi Miss Fleischmann (UA-FRA) and Miss Hischier (LH-ZRH)!

And these two angels even work together on certain StarAlliance rtw trips when I use for different segments upgrade vouchers from both ff-programs.

And they both love swiss chocolates.

I visit 'my' LH-angel in person about once a month at the Zurich office; I haven't seen 'my' UA angel in downtown FRA yet - I drop the chocolates for her at FRA's Red Carpet Club (and she acknowledges receipt) - the normal contact with her is by email and phone or fax.

I think the word 'angel' is pushing it a bit...

I have 3-4 'regulars' who I deal with both in person, on the phone or by email/fax. I make sure their respective airlines know that they provide outstanding service....

Dorian