I'd like to comment on the subject line that refers to blowing off the customer until they go away.

Three times since the "New American" was launched, I've been referred to Customer Relations web form to resolve what I believe are straight forward matters. Here's the routine:
(1) Fill out web form, receive immediate auto responder email acknowledging receipt.
(2) Wait a few days
(3) Receive message from AA Customer Relations that matter has been directed to AAdvantage customer service.
(4) My original message about "A" was not addressed and I receive what seems to be a boilerplate response about loosely related Topic "B."
(5) I call to get more clarity/resolution and I'm referred back to the web form.
(6) Go back to step 1 and try to keep your sanity

AAdvantage Customer Service provides no phone numbers or last names of employees who respond. They hide behind a catch-all email address and hope you go away. Terrible, terrible, terrible.

This is maddening, and I am on the bring of leaving AA after 20+ years of Chairman's Preferred/Exec Plat status.