LH is switching to the same mail response system that we use and at a recent brainstorming event the software provider had in HAM the LH rep said they got 250k CURE tickets a day during the winter chaos in December 2010, 60% of which was a follow up on the previous communication. If you just write, email or phone, they have to piece the the case together which takes a while. If you use the online contact form it makes it easier to tag and associate the question and process it faster @:-)