I think this is big news. An airline actually responded to each aspect of your complaint, individually. They said they were sorry, a few times and that they weren't in compliance with a federal mandate. I'm sure also this had alot to do with big brother telling them to act, NOW. I would bet this had to be cc'd to the DOT as well, that's why it's worded the way it is.
Regardless, the OP received an apology on behalf on it's offending employee, which is as good as it's gonna get. Field employees do not get involved in the process of complaint resolution. I would bet though like Jim said, Dana will hear about it. Good.
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