I received a standard reply back from AA.

January 14, 2009

Dear cparekh:

Thank you for contacting American® Airlines Customer Relations

We have always taken pride in providing our customers with safe, pleasant flights accompanied with outstanding customer service, and that's why we are disappointed to learn that we let you down recently. We expect our employees to be courteous and professional at all times and especially in situations such as you described. Please accept my sincere apology.

At the same time, we are glad you took the time to share the details with us. Please be assured that a copy of your comments has been forwarded to our General Manager in Chicago to be used when reviewing customer service standards with our staff. Most importantly, however, you've given us this chance to personally apologize.

Again, cparekh, thank you for the benefit of your observations. We value your loyalty and support and hope to have the privilege of welcoming you aboard for years to come. It is always a pleasure to serve you.

Sincerely,
X. X. Xxxxxx
Customer Relations
American Airlines