Originally Posted by Often1

I find it hard to believe that in 48 hours, someone at DOT actually looked at the complaint, reviewed it, determined that it related to UA as opposed to some other carrier, forwarded it to UA where someone received it, opened it, reviewed it, pulled up the PNR details, reviewed those, made a determination and notified you.

But, the bottom line here is that what Kacee says is true. It is an entirely viable business model to say no until you are forced to say yes. It is all based on canned emails and low-level employees and few people know that they can pursue a claim or can be bothered to pursue a claim if they know about it.

Studies of EC 261/2004 (not directly relevant to Israel, but nonetheless a good insight into human nature) suggest that less than 2% of valid claims are even made.

With those numbers, it is a heck of a lot easier to say no, no and then yes as I would hazard that the 2% drops radically with every "no".