I have a friend from b-school who works for AA that definitely lurks on here occassionally. As good customer feedback is difficult to come by, I imagine this forum is very valuable to the brand/product mgrs at AA. Now, I would argue about the "quality" of information one derives from a bunch of people that exploit every angle of the AA program ... but maybe they view the FT people as "key influencers" for the customer base. (That too is scary).