Originally Posted by
wpxstar
The job of a CEO is to guide an organization through strategy and leadership - not answering emails from the general public. If you either had praise for or a complaint about a teller at the bank, would you email Jamie Dimon? Your software acting up, you email Bill Gates? For Delta, there are probably 5 manager levels below the CEO that are much better equiped to address any issue in a much more timely manner. I'd respect the chain of command and simply escalate from the bottom up, not top down.
Sometimes it depends. I don't respect any corporation's "chain of command". In fact, I could give a rat's ... about their hierarchy. I got VW to take back a $30,000 lemon within a week by mailing the CEO with my lemon law papers and a notarized, certified letter when complaining and writing to flunkies did nothing.