Originally Posted by
metallo
In the last few years, I've contacted Customer Relations a handful of times and have always received responses within 24-48 hours. They're typically quite efficient. Was your issue a particularly complex one? I probably would have followed-up with a phone call if I hadn't heard back after a week.
Not particularly complex, but it did involve a report of an allergic reaction to food in-flight. I suspect they had to vet the response with Legal.