I like your redesign, it's very effective. But you're making a mistake in your text - you're combining a personal approach with 'angry' text. By doing so, you'r

I like your redesign, it's very effective. But you're making a mistake in your text - you're combining a personal approach with 'angry' text. By doing so, you're creating an atmosphere you don't want, because people are observing a personal fight between two people. I.e, you personify the airline, then also use a personal tone, so people observe a fight, and the reactions to that will always be negative. Follow the rule: When you go personal, make it positive. When you need to go negative, then go impersonal, allowing people to focus on the arguments you are bringing.