The RTW desk aagents are regular AA employees, and not commissioned. However, aagents who don't know all the rules can only help you. If they make a mistake which works against you, just quote them the section and exact wording of the rule (which you can find here) which allows you to do what you're trying to do. If they make a mistake which helps you, then just keep quiet and hope that Dublin doesn't catch the mistake. It happens more often than you'd think.