Often Delta (~ 20 % in my experience) does not respond to messages sent to "kana", especially when the question is difficult.

It is irritating the website does not send a COPY of the message to Kana back to the email address you have provided so you can track it.

I now routinely cut and paste so I have a copy, but I am appalled that I have to do this manually.

I am a bit cynical and suspect this is done on purpose. In spite of the flowery language, I believe strong Delta does not like 'email' and hopes the sender is not all that determined to receive an answer. (Delta is typical of many companies in this regard). Thus all the canned answers.