Airline Complaint Triage and Escalation Planning

Problem/Feature Description

Two passengers have reached out for help with airline grievances. They are very different situations, and need appropriately different responses.

Passenger A — Sarah Chen: Sarah is a United Airlines Silver member with 2 years of tenure. Her flight from Dallas to Houston on February 5, 2026 (UA1102) departed 20 minutes late due to air traffic control. The flight arrived 25 minutes late. Her bag arrived on the same flight. There were no other issues.

Passenger B — David Park: David is an American Airlines AAdvantage Executive Platinum member with 8 years of loyalty and approximately 2.4 million lifetime miles. On February 12, 2026, he was denied boarding on flight AA2234 from New York (JFK) to Miami (MIA) despite holding a confirmed reservation and checking in at the gate on time. The agent informed him the flight was oversold. David was given a meal voucher worth $15 and rebooked on a flight the following morning. His family vacation with his wife and two children had to be delayed by a full day. He had paid for a non-refundable hotel room that first night ($380), which was forfeited. He incurred $420 in additional expenses for the unplanned overnight stay.

Output Specification

Produce the following files:

1. assessment-sarah.md — Your assessment of Sarah's situation and what, if anything, she should do. Be honest about the strength of her case.

2. letter-david.md — A complete complaint letter to American Airlines on David's behalf.

3. escalation-guide.md — A post-letter escalation plan for David. Cover where to send the letter, what next steps to take if there is no response or an inadequate response, and the recommended timeline for each step.