Don't know if it's still true, but when Alaska Airlines ate my brother's guitar, we got no joy from them until we sent a letter of complaint to the FAA. After that, they coughed up the bucks to have it repaired at a quality luthier's.
The airline's initial position was that since the case was locked and unopened, they could not have caused the damage. We quoted them several guitar repair people who referred to the snapped neck as "the airline break". It is caused by dropping or throwing the case a considerable distance, and the neck snaps from the whiplash. Gaaa.
Perhaps someone else has tried contacting the FAA more recently?
Blessings,
Barbara