Ok, so there are always people complaining about airlines and wanting to know who to write to. Well, there is a feature in one of my monthly travel magazines where they ask an anonymous person who works in various aspects of the travel industry to confess about REALLY goes on behind the scenes. (It was where I found out that the myth of hotels giving people who book through Expedia, Travelocity, etc. the worst room they have is not a myth at all. I thought it was just a coincidence.) This month, the person is an airline executive working in public and customer relations. Regarding complaints:
"Executives are concerned about the company's image, and the most effective complaints go right to the top with threats of talking to the media or the Department of Transportation. Those complaints are handed off to someone like me whose job it is to make you feel better -- in the form of free tickets if you're lucky."
So, there ya go.