I think it is important because AC employees that give good service to many different passengers on a regular basis deserve recognition for their effort, and we as FFs can send them Service Excellence cards etc. For example, an agent that is accommodating with upgrade complications, deserves to know that we appreciate their service. We could also, using database as a resource, send in a huge number of commendations, and maybe employee would be promoted to supervisor.

I also think it is helpful because many of us do not file complaint when AC employee does something mean. But if we notice the same person is distressing several different people, consistantly, over a period of time, then at that point we will be able to write a letter siting all the incidents, and AC would take such a complaint much more seriously than nickel & dime style complaints.