Originally Posted by
Often1
The fact that you've called in is logged automatically. But, the reasons and the action taken are not unless the agent makes entries in the PNR notes.
Not only should you end calls which aren't going right, but do not lose your cool, do not insult agents, do not threaten to take your business or the $ Millions of business you say you control and the like with you and so on. It's one thing to call back and question a decision. It's another thing to expect to be treated civilly if you've insulted a colleague.
When you ask for something and the answer is "no" just say, "oh, thanks for your time. Have a good day....."
^ For all the second agent knows from the automated remark, the first call could've been dropped by accident.
Seconded ok being civil. A 10-minute rant will almost certainly be documented in the record.
Even worse is when this happens at the airport and personnel are more likely to know each other and/or see the transaction take place. Some time ago I saw a late passenger scream at and curse out an agent in two languages, then storm off. He came over to my counter quite contrite and apologetic requesting a waiver of a $1,000 fare difference on a voluntary change. Needless to say, the request was denied.