I'll keep those cards and letters coming. I never write a negative comment or letter about an individual employee. I believe that, most of the time, any offense I perceive is a management issue, and the crew member is a victim of poor management. (That is the same philosophy I have at my firm in my employees' dealings with customers.) I'd rather help those I have a good experience with and try to pull them up instead of pulling the others down. I will write management on issues of concern, avoiding crew names and flight details. I have to stress that, most of the time, I have no problems with air travel.