Originally Posted by Bagels

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...