That is good to hear. I think many people harbor the suspicion that nobody reads these letters and they don't make any difference to the individual involved.

It's a great, well-balanced note IMHO and exactly the kind Northwest needs to see and ponder: from a rational, high-value repeat customer who (correctly) calls routine flying on NW an "ordeal" but still has the strength to highlight great service when he sees it. If only it weren't so unusual.