It goes to HDQT's then works it way to our Supervisor. If it is a complaint, we are asked to fill out a statement on our side of the story and usually never hear about it again, unless it's something horrific, which I've never had so not sure what happens after that. If it is a good letter, a copy of the letter is given to us after it has been through the proper channels of Inflight and we get a "Kudos" letter from the Supervisor. I urge you to send one either way if you feel very strongly about something that did or did not happen on your flight. Thanks for asking......