I was once stuck in Chicago, with United, going London via Newark. Connection was going to be missed due to thunderstorms. Sat on A319 for an hour. CAPTAIN yes, that's right, came to me with Senior FA, and together they left the aircraft 4 times to sort my friend and myself DIRECT flights to London. Delightful staff. I sent United an appreciative letter, and received a lovely reply, which I still have, from 4 years ago. Were we Celebs, Famous film stars, etc. No. Just two very ordinary people, who were treated extraordinarily well by by the staff of a very large Airline.
All this came about because of an overheard remark from me to my friend by a junior Flight Attendant, who conveyed my remark to her senior. Very well done, forever grateful.