Well, first off we're talking Internet and automation from the moment one begins to interact with any airline or large corporation. US parses out the category ( which makes me suspect that complaints are prioritized over compliments in terms of responses ). I do not see anything disrespectful in their reply though it is indeed a touch of boilerplate format -- but this is nothing new at all in the larger business world so I really don't get the angst that you feel. Actually your own inherent outlook towards US sounds rather "pessimistic" from what I read above.

My own occassional interactions with US CA have always been good over the past 10 years which covers both management teams ( though I myself feel that Tempe makes more effort once they got over the merger hump ^). I too get boilerplate replies. But I have also had several instances where someone has indeed read my remarks and responds specifically to them in their response. And this applies to both complaints as well as compliments.

One of my more recent interactions involved a compliment where I related all of the things we heard and witnessed when a mx issue deep-sixed our flight and we observed how the pilots and front-liners resolved/prioritized issues step-by-step to deal with mix of pending internationl connection folks & other folks trying to get to their destination. We were very impressed with how US handled things & how they got elites such as ourselves home via the best routing they could find. Despite a late night baggage belt wait at PHL F terminal, we asked for nothing in return aside from noting the problem & saying that things at PHL have improved from previous years (yes, PHL is better now ). CA thanked us, going so far as to say they would inform the station folks & pilots of our observations/opinions & they offered E-TUVs for the PHL baggage hiccough. So human beings do indeed read some of these CA messages and they do make specific remarks on occassion.

Also had another instance at PHL where a frontliner was misinterpreting policy practice & I make note of it and CA agrees with me & thanks me and says they will speak with the PHL station manager to clarify things for the future.

But I don't fret over those boilerplate responses as my own experiences over the years confirms that US does indeed pay attention to customer feedback & I know that they keep records of our interactions, so my goal of giving both positive or negative feedback is likely being heard.

Barry