I documented my journey in another post, but the short version is we got stranded at JFK.
I filed via the web form, but after 8 days decided to call. They had my letter but hadn't gotten to it yet. The pleasant agent decided to take care of it right there. I got all of the costs (hotel, taxi, rental car, fuel) and $150 gift card, plus the standard 20K SMs that most seem to have gotten.
Happy(ish).