Odd. I remember getting a reimbursement check in 2012 when I had to take ground transportation due to a delay. I was given a bit of pushback initially, but got the check. I find it hard to believe AA's "policy" is to not reimburse customers' out of pocket expenses. How about hotels during mechanical IRROPS? I know plenty of members have done that without a problem.
I'd recommend escalating. @Catbert10, are you serious that responding to the CS email cannot be done? I find that hard to believe. How many people out there will know to submit another complaint online, while referencing the original case #? That is user unfriendly.