If anyone here is planning a DOT complaint (e.g. as to AA wrongfully denying refunds in circumstances where DOT regulations require that such refunds be provided), I can help with this -- I have a template that complies with formatting DOT requirements, as well as a FAQ for how to file (a web upload plus email to DOT and airline contacts). Email or PM me for these materials. This yields a formal on-the-record complaint which will be seen by AA's attorneys and which they'll be required to reply to in an official way -- vastly increasing the chances that these longstanding problems actually get fixed. In contrast a simple informal complaint to DOT would likely not get this level of attention and would be less likely to end up fixed despite the efforts of folks in this thread.