Agreed, but I had a possible situation last week out of JFK (JFK-BWI kept getting delayed due to storms rolling through the Baltimore area). I called the SkyMiles # and asked if I could get "backed-up" (I should've used the magic word "protected") on another flight in case that got canceled (maybe one out of DTW or ATL). The agent said they could not do that any more. Luckily, the flight wasn't CX'd but there are absolutely agents out there that are misinformed. Training folks need to clarify to the agents that protection/backing-up/etc. is still OK to do.