thanks for the quick reply.

i think "who minds" the accountability issue of the system, as designed, are the customers of amex.

my experience is that one travel representative does the initial booking and gets credit for the record locater # origination. then a large percentage of those originating and future representatives seem all to willing to drop the ball. they seem to have little incentive to follow through since the accountability is so indecipherable to their bosses. i am not criticizing the agents who do follow through as promised but it seems many do not follow up with promised return phone calls.

why are many of the travel representatives so poor at returning promised phone calls, and following up on research of fairly basic info on behalf of the customers. is this a system flaw or????

i have had some truly great experience with some representatives, and ...... well, you know where i'm headed, with many other representatives.

thank you for your insight,

regards,