I recently go off the phone after a quasi-heated discussion with a CSR rep who obviously didn't know what she was talking about yet refused to patch me through to a supervisor. Basically, she was saying I would only get 100% bonus on $ spent via the new MCQ4 promo as opposed to what it (actually) says: 100% bonus on the miles flown.

Anyways, she had mentioned that I had called earlier (which was true, but my phone went dead) and the rep said that my call had dropped and to tell me whatever it was I wanted to know - at least that first agent knew what she was doing!

The question though is, how long do records stay visible to the agents? For example, could the latter agent say I was a rude SOB and put some stuff in a magic record that every agent will now see? How exactly does all that work?