Where Mike said that all we can do is "Whinge", I feel that the more productive action is through "Constructive Criticism".
I get the feeling that "Whinge" letters get passed by or on, as above, and if they survive the file 13, they often get only generic answers from "Marketing Types".
If we can define all the problems and complaints and suggest positive solutions and actions required, the letters would need to be discussed and reviewed by the parties concerned and formally answered, point by point.
The "Supply and Demand" for profit hungry organisations is always a difficult one to overcome, particularly when schedules have to be maintained in the quiet season.
The only answer is serious competion which should improve prices and service.
Having said all that, there is no excuse for bad or discourteous service even for a monopoly.