I wrote last month to them how their GA in ATL on a flight to MCO was very rude to me when I offered to be bumped (since it was overbooked of course). They gave me 3500 miles within a couple of business days; I just expected a note to be on file since I included her name. Was kind of nice actually.

But on other occasions where I feel I have had less disappointing service, I just get a generic letter as well.