Originally Posted by
Often1
As to the OP, the bottom line here is that the COC are clear, AA does not guarantee seat assignments or even class of service. In theory, AA could have reassigned OP's sister from her F seat to Y and done nothing more than refund the fare difference, e.g., redeposit the SWU.
Nonetheless, OP is certainly free to send in a short webform to AA noting that he is not looking for anything from AA, but would appreciate it if AA would look at the GA's actions to make certain that they were undertaken in accordance with AA's policies (e.g., he didn't do this for a buddy).
As to the other instances, it is clearly within AA's discretion (including crew) to reseat people to deal with their special needs or to difuse situations. All kinds of wants & needs are taken into account and some trump others.
In the, "I won't sit down until this is dealt with situation," that is a line in the sand you don't want to draw unless you understand that this may mean that you really won't be sitting down, at least on the flight in question.
Especially with the new [to AA] CSRs at PHX that's a hopeless cause. Even if agent did something openly forbidden, the OP would NEVER receive a statement, in writing, acknowledging the agents action and detailing what went on in the PSS. The OP would get a "we have documented this occurence and it will be reviewed internally. Since this involves personnel matters we are unable to comment" (or something to that effect).
As bad as Customer Relations was even before the merger, they are much worse now with <redacted> sending poorly written and irrelevant responses. The ones I have spoken to over the telephone don't even sound professional or competent.