I had an incident in April or May of this year, which I posted at the time, where I was told one thing by the phone agent, but the phone agent did something else. I called the Plat line and the first phone agent I spoke to that day was very confused about what I was saying. It wasn't her fault. A supervisor got on the phone and was also confused, but she did have the phone tape pulled. I was on the phone for almost two hours, while the supervisor and someone else listened to the original conversation, but, in the end, they did hear that the agent said she was doing one thing but, instead, did another. (She told me she had booked a ticket, but apparently she quoted the fare for one segment, not the entire three leg trip, so she held it as a reservation, emailed it to me, but it disappeared from my itineraries after a couple days.) The supervisor was skeptical when I told her what had happened, but couldn't have been more helpful and was very apologetic after listening to the tape. She also seemed perturbed with the original agent.

My point: Get a supervisor to pull the tape and be prepared for it to take quite some time.