If you've ever felt that airlines talk to you like a child, you're not alone. Airlines say they try to make responses conversational and personal. They aim to apologize and acknowledge the problem, providing more information about the particular situation after research, then offering some compensation as a goodwill gesture, such as some frequent-flier miles. Letters are signed by an employee, though many use pseudonyms. Complaints are sorted by complexity and by the value of the customer - top-tier frequent fliers and big spenders get priority. A low-level customer may get 3,000 frequent-flier miles for a canceled flight, while a high-value customer who complains is soothed with 10,000 miles. Get the full story at The Wall Street Journal Read also "Apologizing to retain customers" at New York Hospitality