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Oct 25th 2010 3:04PM Back a few years I turned in frequent flyer miles to get two tickets to London. Two weeks before flight date I had not received the tickets. Called the airline and was told they could reissue tickets only if I turned in the original ones.
Talked to person after person, 8 in all. They either repeated this offer or saw what was wrong with their offer but were not empowered to do anything about it.
Finally I called the office of the CEO and found someone who had both a working brain and the power to send me the two tickets.