The letter was written while I was "hot" after the rudeness of the Gate agent in Philadelphia. I used to fly through PHL twice a month - the "attitude" was typical and holding my tongue was difficult. The result of not responding in kind to the rude agent - nothing. As an individual born in Newark, it was hard to accept her rudeness and not reply in kind.

I went to Presidents Club on arrival in Houston and gave my boarding pass to the desk person. His first comment was "this is a reward ticket and can only be upgraded with miles." I told him about the Presidential Plus Card and he stated "that's different" and added me to the upgrade list. My mistake. I was upgraded.

Dear Mr. _____:

Thanks for the update as you flew to Roatan yesterday. I regret reading of the hassle at the Philadelphia airport as you attempted to get added to the airport upgrade list.

Your comments are taken quite seriously and are being included in an internal report sent on a regular basis to Mr. Smisek and his senior executive team. When you return in November, hopefully, our agents will be better versed in this new procedure.

Regards,

David Risinger
Senior Executive Specialist