Locked in update

A few days ago I posted about being locked in at the airport. I got a half-hearted answer to my email from a Customer Care Executive (what a title!) thanking me for my feedback, assuring me they are "putting every effort into minimising delays", but not directly addressing my questions.

I've experienced a similar apathetic response with other airlines in the past couple of years. It does make it seem that form letters rule and it is too much effort to deal with customers' issues (real or perceived).