When this happens, I complain hard, fast, and often using letters with multiple CC's. I always made sure I am backed up with his/her name, flight # and my seat #. Then I bombard Corporate, OP, WE CARE, management at departure and arrival, etc., with my experience. Further, I went out and purchased 0ne (1) share of CAL stock so I also write to Corporate and Stockholder Relations and do so "as a Stockholder, I.....". I don't get mad; I take action. Good luck.