It's not what he says, it's the way he says it. He has a justified complaint, nobody disputes that. It needs to be directed to the right department in the right manner. He also needs to understand the scope of the carrier's responsibility.
Let me add to that. If he addresses his complaints in the correct manner, without the rhetoric, simply stating the facts and what he expects to be done, he will get a sympathetic hearing and a fair resolution. If he rants and raves and sends a barely articulate diatribe of invective, he won't.
Last edited by Capetonian; 18th Dec 2013 at 10:38.