It is interesting that the only way to draw attention to this issue was via Twitter DM. For many big companies this seems to be the one place where you can hope

It is interesting that the only way to draw attention to this issue was via Twitter DM. For many big companies this seems to be the one place where you can hope to get a response. For example, a year ago I was in a pinch and ended up booking a flight on Delta via Twitter DM. The problem with this is that the escalation chain and documentation to go along with it is unclear. The author could only hope that he was being connected with the right people. Likewise, I was just crossing my fingers that there was, indeed, a ticket waiting for me.