Basically I had purchased a ticket via Business Extraa which you have to do over the phone and the e-mail confirmation didn't show up. So a few hours later I called and they said that there system showed that it had sent so they would need to charge me $15.

I essentially told them that from the customer's perspective, I had not receieved it. They said that didn't matter and that I owed $15. I said that was the dumbest thing I had ever heard and as a Platinum member I was appalled at the fact they would even attempt to charge for something that cost them literally nothing. I went on to say that it was wasting everyone's time and costing AA $$$ by arguing at it. They kept coming back and saying that there system said it was sent and it must be my e-mail. I said how about how about I give you another address and she finally relented on the fee as a "one-time exception"