I think this is a matter that will only be resolved when it is brought to the attention of both a senior AE VP and a similarly placed AC exec. On the one hand, AE has to know about the incompetence of some of its front line employees and particularly how out of touch the IT group is to the day-to-day functioning of the site and the special benefits elites are supposed to have. On the AC side, such irritants it brings to elites means that AE is alienating AC's best customers and under contract should be resolving the meeter.

The recent AE magazine identified their new Pres -- Rupert is now running AE plus the new non-Canadian operations so no longer the person to contact -- and I suppose Ben may be the point man at AC (as he seems to be genuinely concerned about how AE is operating on behalf of his customers).

Diddling around FT isn't going to get action, I'm afraid