This thread is interesting, as about one month ago I had my first experience talking with someone who was completely incompetent at the Diamond line (and I have been a Diamond since the inception of the program). It is worth noting that this took place on a Sunday since someone suggested above that the good agents work M-F. My connecting flight was delayed 4 and a half hours so I would miss my ATL-CDG flight. I called to look at options from ATL, DTW or JFK to CDG. The agent "found" a flight that left at ~ 11pm and arrived at CDG ~ 11pm the next day. I said that was impossible, as it would be a flight time of ~ 18 hours. He checked, and said the actual flying time was something like 17 hours. I told him that I needed to think about this, hung up, called again, and got an agent who booked me on the AF ATL-CDG flight.