sometimes if they just have open rooms -- it happened to me once in brussels -- they just put us in a suite, we're like, what did we do to be here? they want you to want to come back so they give you something. >> one of the things you say is be nice to people and that will help. we've both seen people who just complain and are loud. sometimes the person at desk, you they just want to quiet them down. they sometimes will help out those ones hot are the lout mouths? >> my favorite story is the person standing behind someone like that in line and the person i need to be upgraded, my back hurts and the person says well, you can buy a business class seat. that guy left, that person came up, they gave that person a business class seat just because they were nice. >> rental cars. maybe get the compact, you want to go mid size. is there a good approach there? >> rental cars will upgrade you if they've run out of the kind of car you've requested. if you get there early in the morning, before the people have returned their cars for the next day, or late in the week when a lot of those cars hav