Originally Posted by
nchalant
I recently sent American Airlines CEO Doug Parker a direct email concerning experiences that I had on a cross-country flight back in November. (I had contacted them immediately but it wasn't until early January that I got a reply. I was following up on the same complaint) Even though I was clear in not requesting compensation, the guy in AA Customer Service sent me the generic response email anyway.
If you think that the CEO ever received the email or reads them, you don't understand what CEO's do. Your note was routed to the same CRM database where webforms go, it simply likely took longer for it to get there.
Once in a while you will hear back from an agent who tells you that he is with the "Executive Support Team" or somesuch and that the CEO asked him to follow up.
Like all CEO's, there is the likelihood that the CEO and other senior officers, are forwarded a small random group of customer service correspondence on a regular basis. But, that won't be determined by the address you put on it.