Good advice here just above. May I too politely advise a more temperate approach? When I posted the now defunct "Northworst or Northwest" thread I had an ongoing problem for two years, involving three family members who were also Elite (Preferred) including me, with no response no less a voucher, even after going up the corporate chain and finally writing the CEO, Mr. John Dasburg twice! Yet I was still restrained. That's because I was genuinely seeking a solution, not trying to vent or hassle anyone. I hope you'll do the same.