Hi, all-

Shortly before I became convinced that NWA's stance was more logical than my original assertion, I had already sent a letter to their Customer Care department to explain my viewpoint. In the letter I did mention as a sidebar that the agent's choice of words at times was inappropriate, citing the exact language used.

Today, I received a letter from NWA, along with 3500 mi. bonus credit, apologizing for the agent's behavior. Nothing in the letter alluded to the logic of refund logic I presented (which is fine by me because I no longer subscribe to it), rather, I was surprised to see NWA's attention to the little sidebar story about the type of verbal exchanges we had. I commend NWA for listening to customers' voice (even when he was not quite on the mark). ^