This kinda reminds me of when Delta offered my husband and myself $400 VDBs, a hotel, dinner and First Class reticketing from coach for an overnight stay in ATL from the last flight of the day to the first flight of the day.

The hotels were all sold out and the restaurants that took their vouchers were closed, however, so we ended up having to sleep in the airport (it was only 6 hours between the flights, but still, there's like homeless people in ATL and stuff.)

We sent our complaint directly to the CEO and the entire board of directors. We asked for specific compensation ($250 vouchers) and got them.

And we did get First Class in the morning - and an apology. The other 15 passengers on our flight who had to sleep at the gate with us were complaining to the agents about it and had made them sympathetic, but they were all rebooked in coach (presumably because they were dressed for a night flight - you know, the people who show up to the airports in jammies and with pillows, even at 2 in the afternoon). We were dressed professionally, quiet and polite, figuring these were not the people who had the power to do anything and the ones who did already did what they could.

Anyway, stuff happens. He should have asked for specific compensation so they would have more of a basis on which to respond rather than leaving it in their court. For example "I expect to receive a systemwide upgrade to First Class..."