Originally Posted by
mileageking
Actually many times addressee play a big part to get an issue escalated/elevated/have higher priority/dealt with a focus on amicable resolution/or whatever one wants to call. EAs get these all the time. Common in large organizations.
With UA, directing correspondence to Oscar Munoz sometimes succeeded when other channels failed. I did this once and got a one-off resolution that was more generous than what I was seeking.