vaikinas, I'm sorry that you experienced that level of service. Flight 2303 did arrive an hour late on that date, for a variety of reasons that Customer Relations can assist you with. cgachuck is correct that every letter is responded to. Colleen is receptive to all types of feedback.

BTW, if you ever received a response letter signed by Herb, Jim or Colleen, it IS their signature. They do read your letters and respond!