The problem with Customer Relations relating to any major asian airline is similar. eg SQ, TG and CX. They're great in the air, but when things start going wrong on the ground, they don't know where to pass the buck.

As a Marco Polo member, I'd expect better service too but when it comes to customer service, I think I'd have to fight harder because I know that the situation can be resolved.

I am not saying that the OP's letter will get binned.. but rather, don't put your hopes too high for an actual formatted letter from them. Things were so much better when CX had those English women running the Customer Service desks!