When I get a "yes" to things like that, I usually have the reservations agent put it into my PNR, so when any other agent pulls it up, they can see what previously happened and I have some leg to stand on. I'm also "taking names" ALOT more, and doing the "so, hows the weather where you are" so if a problem occurrs, NWA can track that "Nancy" in the MSP office wouldnt accept what agreed upon and was put in my PNR by "Mary" from DTW. Just more food for thought....