That's a good question.
For each complaint, we look at what it's about, we look at the circumstances, such as the flight and the airport in question, and we try to identify the employees involved. At that point, the complaint is forwarded to the supervisors, who meet with the employees. We also try to get the employees' side of the story.
Of course, some complaints are a little more subjective. For example, when there's an interaction between a customer and a passenger, it can be difficult for the employee to remember, because our employees serve hundreds of people a day. In some cases, we actually receive the complaint three or four months later.
However, some complaints may be more objective. Yes, there have been times when translations were done poorly or not done at the same time, or when systems didn't work well in both official languages. We resolve those situations as quickly as possible.