My advice to anyone who has a bad experience with an agent that is due to an agent being unpleasant etc.

Do not dish it back to them, (as they can put it in the record the opposite way around) document it and send it in Delta will investigate. Chances are that if this person is a problem individual he/she will have had complaints before and Delta will discipline them. I have been down this road one, and that person paid for their language to me (although I must say that I had it all documented on e-mail).

For the Delta people here, allow me to recount a problem which I had that went in my record and then had it changed:

Two years ago I swapped a one return ticket (D class MIA-JFK-MAD) for a B class and using a SWU. Rather than swap the ticket, I bought a new one and submitted my ticket for refund. One month, no refund. Two months, no refund. I contacted customer Care and a great guy corresponded with me and said that it was straightened out and I'd have the refund the next month. One month passed. The next month I had a refund of about $200 rather than the $1200 which I expected.

I called refunds directly and spoke with an incredibly unpleasant man who accused me of trying to rip off Delta. He refused to understand the situation and then demanded the names of every Delta person I had corresponded with regarding the refund.

I then wrote Cust Service again and had the Manager I was dealing with check it out (Remember, this guy was familiar with the entire situation). I spoke with him on the phone and as he was reading my record he gasped, he alluded to the fact that something incorrect had been entered in my record and that he would have to straighten it out (i.e. that the refunds guy had basically been saying that I was trying to pull something).

To make a long story short, I was offered either the cash I was owed or 50% more in travel vouchers (as I was travelling again the next week, I took the vouchers). My record was corrected and life went on.

I guess that the point that I am trying to make in relation to what has been posted in this thread that there will always be someone out there that abuses their authority and may put something incorrect in a record. Had I not already been dealing with someone more senior than this individual previously, the comment would have stuck in the record and that would have been unjust.

I can also say that I have seen my record (a sympathetic agent in a CRC on a very slow day) and it was more positive than negative, and in many cases neutral.

I would also like to state that all airlines, car rental companies and hotels keep similar records. The danger is only when they are misused.