I sent an email to American Airlines after the poor treatment they gave my friend, Mary Schmidt.  I spoke about this in the post, What Happens When a Complaint Goes Un-Noticed?

Here’s the email I just got in response: 

November  6, 2007

Dear Mr. Totten:

Thank you for your most recent email.  We handle each situation based on the
individual merits of the circumstances, however, we, indeed, are dependent on
customers to write to us and specifically inform of any issues so that we can respond, accordingly.  Mr. Totten, thank you for your interest.


Roberto Silva
Customer Relations
American Airlines

Anybody else feel that brushoff?