Let me add to this thread that Mary (and all the colleagues I have spoken to), are just SUPERB. Yes, I really mean SUPERB - helpul, informed, communicative.
Please send them VIP certs if you have them as I think AA needs to know what a valuable resource they are.
When I had a problem with LanChile, they sorted it out, told me what was going on, and what they had done to fix it.
When I had returned my ticket for re-issue, and then asked about two extra sectors, they held the re-write so I'd only have to pay one $75 fee. What service!
It is a long time since I found people this helpful at any airline - it's UA in London used to be 15 years ago.

[This message has been edited by Markie (edited 03-16-2002).]