+1. I wrote a very nice letter about the RI in Southington CT after my stay there during Hurricane Sandy. The RI staff planned on keeping things "business as usual" for as long as they could with the storm looming. I was impressed that the mid-week dinner was still on for that night. I spoke with the staff member in the dining room and she came in from home to make sure those of us stuck out-of-town were looked after. They also were very accommodating with our uncertain check-out dates due to the airports being closed. They even had flashlights for all of us in case the power went out for an extended period of time.

I also write the airlines when things go well.

Think about it -- these companies have NO idea what's working and what isn't unless people tell them. Focus groups and committees often get it wrong -- that's how we ended up with a Pontiac Aztek.