Questions and Answers

Have a travel related question? Post it here, and I’ll do my best to answer it as quickly as possible.

While anyone can comment on regular blog post, registration is required in order to post a question in this space. Creating your account is free, and you'll be able to see when your question is answered, as well as like comments from other users. And of course, you'll earn status points for offering helpful answers!

This space is intended to be more of a community as well, so please jump in and share tips!

Filter by:

Daily Emails?


QR Lounge access transiting Doha from First to Business


Site Feedback

Hot topic, get involved

Transiting LHR on a BA First Class/Club Europe Ticket




How do I deal w extra seat reservation?


Password Change




Lifemiles for families


Banned from American Airlines, falsely accused


Ask a Question

Everyone can read and comment, but you must login to post a new comment.

Answers (3)

Airline phone agents – Tracking calls?

Airline phone agents – Tracking calls?

  1. Anonymous

    Lucky, Do you think airlines keep any kind of file on their frequent flyers in terms of number of times they call in, how often they complain / seek compensation, and/or just whether a given person is generally “annoying?” I.e., Are accounts flagged in any such way? Separate, but related, how big are the pools of these agents and do you think they start to recognize customers – e.g., agents on a Platinum desk – are there enough of these and/or enough Platinums, that they wouldn’t recognize someone that called frequently?

  2. Anonymous

    Yes, absolutely they make notes! Both on individual records and on the overall account. American has a formalized process for this, but I’m sure many airlines have them.

    The phone agent pool varies based on the size of the airline. I’ve never talked to the same agent twice at Delta or American, for example, but used to get the same people at US Airways all the time.

  3. Donna

    I’ve never spoken to the same agent twice even in my US Airways days but I’ve generally found the weekday agents to be much more knowledgeable and willing and able to make accommodations than the weekend agents.

Sign in to help answer questions.