Yes, it does seem like an arbitrary process and at best they seem to try to conceal some of their "policies". Like for example, for a pilfered bag, you have to appear in person within 24 hours of the loss. OK, I asked the clerks the next day, how do I documet this ? Will you give me a reciept for my visit ? No!
My point is that they need to be dealt with in a like manner. I have had to mail two pieces of correspondence for which I was certain they would deny recieving so I have to send them certified mail.
Any more hondling and attempted abuse and they can say hello to my little friend. AA is awful and in our case is really attempting to drive away business. After 1.8 million miles.