A few years ago when I was trying to leave Toronto, AA, or at least an AA agent would not let me board on an earlier flight than the one I was ticketed for. She wouldn't give me the time of day, and the outgoing plane had space galore. She insisted I wait for over three hours for the next plane to Dallas. I just went to the phone accross the hall to phone AA and ask for help and the phone agent kept asking me what the problem was. She didn't see any problem. "You're going to have to ask her, I don't know!" I asked her to please note the change in the record for me. Finally, the local AA agent allowed me to board after checking the record and she said only "I don't have the authority to do that!" Not even an apology!