I've never had luck with the cards. I always follow up in person -- or worst case, over the phone -- with the local management team until I'm satisfied.

Haven't had any problems yet by going that route. In fairness, I haven't had many issues, either, and the ones that have come up are fairly minor.

Believe it or not, my biggest problem has been getting the "I forgot" toothpaste -- the DTs I've been at run out a lot more often, they say, because regular flyers don't pack it anymore knowing they can get a free one at the DT.

No stones flung from me on that point. I ask for the toothpaste -- and request shaving cream as well -- when I'm flying with a carry-on bag, so I don't have to bother with the bag-o-liquids hassle.