Originally Posted by
dmsdfw
Really. It took me about ten seconds to browse Contact AA -> Customer Relations -> Compliment/Complaint/Comment -> Other Contact Information to find not one but two addresses to send a written letter to AA (or did you mean email when you wrote mail?). Also, though they don't make this clear, you can send multiple 1500-character online comments and the system automatically ties them together. However, as others have said, the best complaints should be kept concise and below the 1500 character limit anyway.
Sometimes an issue cannot be reduced to 1500 char. Also, I believe (not sure) that when CS gets the email, there is not formatting for sentences and paragraphs. Makes it difficult to read.
If its a long issue, I use snail mail. You will get a slower response, but it will be formatted to easier reading.