Yeah, I'd guess that the most exhuberant fans always ask for their favorite agent, and it's just one specific person. I don't do that because although she surely doesn't mind, there just has to be an impact on office politics when one person seems to be getting all the call-backs.

If you take the luck of the draw, chances are you'll get someone quite competent on the rules, business-like rather than overly friendly, who will deal with you, not do you any special favors (like holding your unticketed res forever), and move on to the next caller. Apparently that's enough to beat BA, who seem to have uniquely demoralized their staff.