Often1 very sensibly suggests a DOT complaint in order to increase the likelihood sure that the right people at AA are alerted, and that the problem is fixed in full. That rings true to me. Note that the best way to escalate in this way is via a "formal" DOT complaint, procedure at http://www.benedelman.org/dot-complaints/ , not the informal process at https://airconsumer.dot.gov/escompla...nsumerForm.cfm . The formal complaint goes straight to AA lawyers, not customer service staff, and AA will be required to respond to the entire interested public and officially and on the record. Much more accountability this way.