The only airline that ever actually addresses the issue I raise with their customer service in their first response is Ryanair. Everyone else seems to be doing this these days. Let customer wait 2 months before sending a generic response hoping that the customer will give up. If they keep pushing, let them wait another month before letting them know that the case has been escalated to someone competent, who will then answer the complaint in another month or so. If a refund is involved, follow by promising the refund, then don't issue it for 3 months, and if there's a further complaint, wait at least six weeks before issuing it.

Seriously, I wish airlines offered a competent agent surcharge as an add-on. Pay 10€ extra for a ticket, but if there's a problem, your case will be handled by someone who has a clue what they're doing, or at least will read the actual complaint. Surely such service would be profitable?