I’ve waged a long and lonely campaign against mindless form letters sent to customers by uncaring corporations.
letter
I’ve written about Virgin America several times in the recent past, and have even had a chance to fly with it.
If you’ve recently been the unlucky recipient of a rejection letter from your airline, hotel or car rental company, you’re in good company. The travel industry appears to be sending out more form letters than ever.
Last summer, Jennifer Patronis’ father suffered a massive aneurysm and stroke. She immediately booked a round-trip ticket from Athens to Cleveland on Delta Air Lines to be with him. Three months later, he died, leaving her with an unexpected problem: How to get back to Greece, where she lived.
It’s not every day that I republish a complaint letter in its entirety. Then again, it’s not every day that an airline does the right thing without yours truly getting involved. Maybe it was the letter. Or maybe it was the fact that the airline in question was Southwest.
Elliott is consumer advocate 
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