. . .If it is always the traveler's responsibility to ensure they have the appropriate documentation, then AA should say as much. . . .. . . .It seems like the right hand of AA doesn't know what the left hand is doing.
What about this is surprising? Do we even know they spoke to a real AA employee at the airport, since two-thirds of the DFW gate agent stations have been contracted out to even lower-paid outsourced employees.