Originally Posted by
ekozie
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.
Most DL employees have access only to your Medallion threshold and any PNR-specific comments that may have been entered.
Some DL employees, like Medallion customer service reps, have access to a wider array of information. For example, they can access to your correspondence history (every time you tweet, write or call DL it's logged), customer score, etc. This is why Medallions who rarely complain will receive higher levels of compensation than those who do so regularly. And FYI - I'm not guessing on this...