While there's always been something minute to gripe about over the years, I put up with a lot of cr@p before I write a letter / eMail about it, so I think I sent NW 2 or maybe 3 eMails over the years and EVERY TIME, I had a TELEPHONE CALL within 20-30 minutes of sending the eMail!! I never provided my pnone number, so they actually took the time to look it up, and call me to apologize and offer comp. Maybe some former NW'ers (customer service agents) have finally gotten thru to the hardheaded tunnel vision folks that good customer service will actually keep customers!!