Originally Posted by channa
True, but if access is managed reasonably, it would have to get to a reasonably high level before someone can enter something permanent about someone. Larry probably can (or can have someone do it), but I would assume that an ordinary disgruntled CSR can't put a mark in your "permanent record." Your PNR, sure, but not in the customer record.
I wouldn't be at all surprised to find notes for every piece of compensation you're given for every complaint letter you write in. It's not inconceivable that by the time it gets to LK, a scanned image of your complaint letter (if there was one) is attached to that record. Disk space is cheap.