This question has come up on occasion on the AC forum.
I have told at least two AC execs, a few concierges and other AC employees of the issues I have with the way this "Contact Us" is designed and handled by AC.

While we are all aware that some people choose to send a note directly to Calin or Ben S or others, IMO the format AC chose is one where they really don't want to hear from customers. It is not particularly functional and it is not always user-friendly for those not familiar.

IMO, companies that choose not to have actual people available to respond to both compliments and complaints and other issues, are companies that are not really interested in what their customers have to say. AC is not the only one that has the "barrier". It wasn't always this way.

Regardless of the "modern" way of communicating (FB, Twitter, etc) there are still folks who don't use it or can't and AC's FB responses (as reported on this forum) are not always helpful.

The online form had some built-in idiocy. I remember once filling in a crew compliment only to get an auto-reply that a response may take X days/weeks and baggage issues may take Y days/weeks. Why is that? Perhaps things have improved since then, but what was ludicrous is that the crew I complimented never received that info. I flew with them again some time later and they told me. In fact, I've heard this often from AC crew. (In a small way, it is why I started this thread "Thank you AC Cabin Crew")


BTW, I recently contacted AA regarding crew compliments. They actually have 2 VPs who are reachable by email (and phone), one of whom with the title SVP Customer Experience and the other, VP Flight Service. It was a great positive customer experience for me. just saying.....