I would encourage the OP to contact the DOT. Airlines tend to pay more attention to DOT complaints because they are clearly tracked and the press frequently reports on the resulting statistics.

I've had a total of three problems on UA and AA where I was stonewalled by customer service, but both were resolved within days when I sent a copy of my letter to the DOT.

The DOT has also
is also looking at baggage fee disclosures, so it might be worth sending a copy to the address in their announcement, though it is from last year:
http://www.dot.gov/affairs/aviation0...efeenotice.htm

You might also try the executive escalation contacts here:
http://www.elliott.org/help/american-airlines/