Bob didn’t realize that his Amtrak train from Syracuse would be delayed for more than an hour until an Amtrak agent called him up and offered to upgrade him free of charge to an earlier and pricier train. Bob initially declined, but later called back to change his mind. When he got to the station, the same agent realized that he qualified for a cheaper ticket and refunded the difference on the spot.
above and beyond
By July 19, 2009