Interesting soft story from the WSJ about providing good customer service in the age of faceless kiosks and self-service. It focuses on one AA employee working at LGA and even includes a small cameo from our old friend Maya Leibman: LINK. "We want to make it a more consistent experience," said Maya Leibman, American's chief information officer. "It shouldn't have to be that it only happens with a great agent." Over the years, Ms. Heberer has created her own customer-friendly policies. She never lies about the reasons for a delay or sugarcoats what the airline will or won't do. She offers as much information as possible. She always listens when people have a problem. And she never gives away a first-class seat from a customer late to check in unless she tries to call first. "Those passengers pay a lot of money for those tickets. My motto is, do the extra thing," she said. Earlier this month, a grateful regular sent her two tickets to "Wicked" on Broadway. Anyone have personal experience with Mrs. Heberer?