• New York Times, Detroit News, Tuesday, July 28, 2009 10:34 AM

I had occasion to wait for someone by the information booth at Grand Central Terminal yesterday and passed the time observing a clerk doling out timetable and travel advice with a smile, cheery voice and obvious relish for her job. I remarked to an out-of-town companion that you would not have seen such a pleasant demeanor just a few years ago when "surly disposition" seemed to be the main job qualification for the position.

Maybe corporate friendliness is a byproduct of a product of these otherwise disagreeable times. Barbara S. Peterson reports that some airlines, "stung by a wave of negative publicity about their treatment of customers," are bringing agents back to assist confused or woebegone travelers.

Delta, for one, has revived its "Red Coats" program at New York's Kennedy and Atlanta airports and, starting Saturday, 500 additional agents will be circulating at about a dozen more air terminals across the country. The program has been grounded since 2005. Agents will be able to make "battlefield decisions," says Gil West, Delta's svp of airport customer service, and will use hand-held devices to print boarding passes and issue vouchers to airport clubs.

Delta today will also announce new frequent flier perks such as free upgrades, the opportunity to cut to the front of lines and waivers for checked luggage fees, Nathan Hurst reports in the Detroit News. "Delta is saying, 'Hey, you're among the best customers and we're going to treat you the best,'" says industry analyst Terry Trippler .

Read the whole story at New York Times, Detroit News »