This sometimes works to your advantage too. They log most conversations. So if one CSR has agreed to give you a 15% online discount for a manual booking/upgrade, you can tell the next agent who refuses to honor the discount that you have been told otherwise by a previous agent, and he will be able to see it in the notes. To be on the safe side, I always take down the name of the CSR who has agreed to give the 15% discount etc.