When something goes wrong I write to the organisation concerned, and I tell them what require and why. My request is usually reasonable (in my view!).
When they send back a standard cut and paste bull**** reply I escalate the matter. I continue to do so until I get what I want - which is often more than I asked for at the outset. Persistence is the name of the game.
Having a good old bitch on internet forums is a relief valve and I suspect that many of us who post on such forums hope that their comments are read by senior
PR staff at the airlines.