Correct. The data mining at DL is pretty in-depth. What the front liners can see and what your account actually holds are two very different things.

The "documentation" issue is one that has been with front line agents for a long time across all air carriers. The CYA mentality is strong amongst most of the older agents who've seen people come and go because those agents didn't document their footprints and were nailed for it by revenue management (who has some pretty strong software following agents around everywhere).

CYA is key, if you ask me, in having a fruitful and long period of employment at an airline, especially with every single penny being accounted for these days.

Best.
-b-