Have a travel problem? Here's how to write an effective complaint letter

Last December, Scott Tallal redeemed 68,500 American Airlines AAdvantage miles for a business-class ticket from Harrisburg International Airport (MDT) to Los Angeles International Airport (LAX) via Chicago O'Hare International Airport (ORD).Unfortunately, when he arrived at the airport for his flight, he learned that it had been canceled. Helpful agents rerouted him, but in the process, they downgraded him to economy. No worries, they told him. American Airlines would refund the difference in miles between the two classes since it was an involuntary downgrade.SOUTH AGENCY/GETTYSix months later, despite numerous calls and emails to American Airlines customer service, Scott's points were still missing. In his last written correspondence with the airline, an agent informed him that his complaint had been extensively reviewed. According to her, American Airlines did not owe him a refund in miles or cash, and the airline considered his complaint closed.That's when Scott sent his request for help to TPG.A gaggle of gripesAfter I spoke to him and reviewed his paper trail, I had good news: American Airlines did owe him the refund he had been expecting. The Department of Transportation requ...