Had a rotten run in with American this winter and was finally able to get a $200 voucher from them. After being ignored with my first letter (waited 4 weeks) to customer relations only, I faxed and mailed a seperate letter to both customer relations and Donald J. Carty.
The voucher and a letter of apology came 4 days later.
Donald J. Carty
Chairman, President and Chief Ex. Officer
P0 box 619616
DFW Airport, TX 75261-9616

This is the headquarters address. I got it and the names of the board of directors (they were next on my list to mail to) from www.amrcorp.com/corp_fac.htm#Headquarters

GOOD LUCK