Have you ever felt you were not treated accordingly to the class of service you were flying or in general? Did you write a note to SAS customer service or management and how was the outcome?

I have twice in the past 12-months where I have had a very high frequency of flights in the Nordic region written to customer service to point out some things that were either inconsistent or directly contradictory to their service promise (i.e. advertisement, website) and both times just got a standard reply.

In the past years flying on UA and AA, I sometimes had the time to write similar notes to customer service about experiences that did not quite live up to my expectations. Both airlines return personal replies that addressed my concerns, and also applied some form of compensation to my account in form of points (pretty generously too)

I guess the dynamics of the market you operate in, i.e. competition, has a lot to say as to how customer comments are treated. So what are your experiences here??