Complaint Pattern Usage

When the complaint bank returns prior complaints for the same airline and passenger:

• Reference when: same failure category occurred 2+ times, a prior complaint was DENIED and the issue recurred, or the same route has repeated problems.
• Do NOT reference when: prior complaints are unrelated categories (a baggage issue and a delay are not a "pattern"), the prior complaint was years ago and resolved well, or you're stretching to connect unrelated incidents.
• Tone: matter-of-fact. "This is the third cancellation in eight months" is powerful. Do not editorialize — state the pattern as fact.
• Placement: prior complaint references belong in the opening (loyalty despite adversity) or airline-vs-reality section (systemic failure). NOT in the regulatory or remedy sections.
• If no pattern criteria are met, do not reference prior complaints at all. A letter without history is fine. Forcing a weak connection undermines credibility.