[mars6423]

Most of the time when it is a large company there is no point in sending letters, emails or anything to them as quite honestly they do not have the time to go over it, and they simply wont read it since it hasn't gone through an escalation process that has gone through the company, its not that they don't want to help, but they have alot more decisions to make and procedures to follow that they simply do not have the amount of time to sift through letters

Most CEO's and higher ups are busy in meetings, and taking care of business, and have organized the structure of the business so that it has a department for each area (finance, sales, marketing, etc) and each one has its own job and has policies it has to follow

What would happen alot of the time is the letter is opened by a secretary and then if they deem it is of concern to their boss they would pass it along, or they would send it to the appropriate department

With smaller companies the leaders have more time and can be more personal, and yes you will get some big company leaders do this too but not as much

It seems the standard for replies to complains on most airlines is 1-2months as has been the case with several airlines i have flown

so i doubt the leaders ignored you, rather there was nothing they could do and had the issue sent back to the complaints/customer service department and they probably saw that they had already answered you and thought that the case was closed