Speaking of letters, awhile back I was on a SAT-DFW flight that got delayed due to weather. Our crew was great, very communicative and kept us up to date every 15 minutes during the three hour delay (T-storms at DFW). I wrote a letter commending the crew, but I got an apologetic reply saying that American was sorry I experienced the weather delay.

My question is, did somebody miss the point? Does a software program read these e-mails and scan for certain words? Is it possible that, while the crew was praised in the letter, whoever read it at AA never "got the point" and thus, the crew was never recognized after each being commended by name? I was sorta confused by the letter, but it's good to know that the FA's ARE receiving the positive comments that are sent in by pax. I try to keep up with them as best I can when the service merits it...which is pretty often.