Right on the money there Mr. Bunny. Over my "career" here, I have had numerous dealings, meetings and emails with both ladies. Not ONCE, was anything ignored or put aside. If it was that important to me, I made an appointment with them to sort something out. I have witness both ladies go way out of their way and make the appropriate correspondence to get stuff done.
It's their job, I know, but they have to deal with a lot of shiite from this pilot cadre. And from differing cultures, languages, and expectations. What you might see as important, may be gnats to what they have to deal with day to day. Bad experience? What did you do to sort it out?