as a longtime 1Ker , yes i do expect it. i've received letters from other CEOs more notable than Jeff Smisek ( with better stock performance, so perhaps they have a handle on their time management). I would have been fine with " I've read your letter and our service in this case was inexcusable. We have work to do. You will be hearing soon from _____ with a more detailed follow-up. We hope to earn your confidence with future flights."

An assistant can have a canned letter on file and a sentence or two is changed to personalize. Pretty easy stuff.