I've seen this question alluded to, but never clearly asked, many times.

Clearly, the Delta systems know a lot about each SkyMiles member, including passport number, FF status, yearly spend, MM status, etc., etc. Also, I am well aware that individual reservations have notes on them that rez agents can leave for one another. Of course, there are also stories like the guy who complained so much that NWA revoked his FF account entirely.

I was hoping someone could shed some light on whether there is a notation system on a customer-level basis, where rez agents, GAs, FAs, etc. can takes notes on individual customers and, if so, who can change/access what. Are customers who ask lot of questions/know the rules.receive favors noted to not get the benefit of the doubt? Are rez agents able to see such a system but not GAs and FAs? Do FAs have their own system that has customer notes?

I'm surprised this question hasn't received wider coverage here. Perhaps Widgets or someone else with the inside scoop could shed some light.