As a former AMEX charge card employee, I know that a rolling history file can keep tabs on anything said or promised to an AMEX employee, which can even include complaints, yelling, attitude, and even curse words recorded as s*, f*, etc. The history file could be assessed by any rep on all future calls. I'm not sure if travel agents and airline agents have similar history files, but I think they must, based on poor service I have now got accustomed to. Examples: I've never been asked in 5 years by my travel agency if I would like to upgrade anything based on my status. I always call the airline after getting my ticket to upgrade. This week is typical. My Hertz Gold number (I'm 5 Star) was not put in my rental reservation and my Marriott number was left off my hotel reservation. It might have been a few complaints years back or it just might be that I am a high volume, low revenue customer. I hadn't figured out which may be influencing the poor service more. Maybe I'm labeled as a serial cheapskate.