Originally Posted by collector1

After being on hold for over 20 minutes, then leaving my number to call back, and my call not being returned, I finally got an EXP Agent on the phone. After explaining my situation, I was told that the new AA policy is that you must file your complaint on line on the AA web site. No one, even EXP, are permitted to be connected to a customer service representative. No exceptions I was just told. The only way now, is to write everything on a email, using 1500 characters. I was just told that there is no way for the EXP desk to help me.