I've also wondered how much TTU takes into account past history... for instance, there are people that b*tch, whine, and moan about everything (the squeaky wheels, so to speak) and others who barely speak up. I've had two occasions in the past year where I've been p*ssed off enough to write, and they did OK in my book for me (5k miles for a lost baggage incident, 25k miles for non-functioning AVOD and electric in Y traveling AMS-MSP).

If they see a pattern of constantly griping, I would imagine they would stop being so generous... correct?