Very much so. A couple of years back I was shown an entry in my record that I was rude to an agent on the phone and it was noted. I know the phone call in question and I know the flights in question (involved IROPS in the pre-merger days where I ended up flying MCO-BWI-SLC-xxx to get home instead of MCO-SLC-xxx) and I know I was insistent that I would fly any route possible to get home. I dont think I was rude nor did my co-workers sitting next to me but yet my file has a notation in it that I was rude to the agent