On what do you base that? IME, there has been no diminution in what the AAngels can do. We've had them do above-and-beyond rebooking/upgrade/reroute just a few weeks ago. No change at all in what they're capable of doing. Do you have sources for the comment, or just personal experience?

I will agree, though, that having a small airport club as "home" probably improves their willingness to do things; but the ability is definitely for the agents.

Cheers.