Without a doubt...send the letter. That was ridiculous to treat someone like that, particularly a child! I'd start with Customer Relations and copy "the world" including the executive offices. I'd also try to get it to the top of the UA FA ranks -- someone here should have the information they can provide you via e-mail as to who and where to send it if they don't feel comfortable posting it here. I can give you the name of someone at Customer Relations who responded in writing to one of my letters - let me know if you'd like it e-mailed to you. Definitely let us know what you find out!