Had a personal medical scare (paramedics were involved) where a few specific agents went well above and beyond what I'd expect, and I think they deserve recognition through official channels.

Under the previous regime when my wife, brother- and father-in-law were looked after by other agents astoundingly well while dealing with a death in the family (and I was stuck out of the country) I dropped an email to oscar.munoz@united and within about 48 hours got a form acknowledgement from someone in executive CS and I know it filtered down because I saw a framed copy of the email when I was back in the US and heard that it was presented by local management.

Tried the same thing with scott.kirby@united about a week ago and... nothing. No bounce, no acknowledgment, just into the void. Wondering if the new regime has a better way to recognize these kind of above-and-beyond interactions--if I should find a working printer and stamp to go the dead-tree route or what (no, I don't trust 1KVoice)