After my disastrous experience with American Airlines, someone suggested I send the link to the consumerist, which I did. Well, I did and they posted the story and in a private email recommended that I contact American Airlines. So I did. Seems you can't get decent contact info for them, though. They make you go through a dinky little Web form. I included a link to the blog entry explaining what happened and here's their thoughtful reply:
Thank you for contacting Customer Relations. We've received your email to us but cannot read the message on a different website . Please resend your message to us via our Customer Relations email link on www.aa.com. You must include your information in the body of your email. If your message exceeds the character limitation, you can send us information by U.S. mail or by fax.
Later they go on to explain that I can't even reply to that email or else it won't be read. Yeah, that's American Airlines, going the extra mile for customer service.