I'm surprised that the airlines would keep anything negative in a customer's records. For one thing, the statements are one-sided, with no opportunity for a passenger to enter anything.

Secondly, such records are of course discoverable. If an airline acted such that it was necessary to bring an action against it, such records could show a history and an intent of singling out a specific customer for lesser treatment. Why would they want to do this, when all the customer would have to do is deny that the bad incident depicted in the record happened?

> when dealing with horrible gate or ticket
> agents it to take out the mobile phone
> and call the airlines.

Great recommendation!

I first used this tactic last year at San
Antonio (SAT). Somehow; my assigned exit
row aisle had been reassigned to someone who
turned out to be a non-rev AA-SAT worker.
All this 3+ hours before departure.

The agent [played?] dumb. It took the ExPl
desk rep maybe 40 minutes, but she seemed
really steamed and finally corrected the
situation.

I was astonished at how frank she was re:
what had occurred ... and that I was even
permitted to participate in the c/call
involving AA-SAT, ExPl desk and something
called "Seats." She certainly earned the
SOS that I sent.

-Doug