Originally Posted by SchmutzigMSP

All I meant by this, which I thought was simple enough to decipher, is that FlyerTalk is not the official conduit for complaints (or compliments, other comments, etc. ) to NW. While NW may indeed read parts of FT, they're looking for general attitudes and opinions of a group and they're not trying to fish out from threads individual complaints and address them on a case-by-case basis. They have a customer service department for these cases.

OP had an individual complaint and eventually contacted NW about it. That was the right thing to do. Assuming that posting a complaint on FlyerTalk and having the airline read it and subsequently doing something about it is expecting too much...assuming of course you actually want the airline to do something about it.