Originally Posted by jfinsocal

Twitter DM is my first line of communications with AA. It is helpful to explain very clearly what you are asking for and ask for help within the rules of the program. It also helps to verify their action on the website. If you do this the results will generally be better than that provided by a phone agent. There are some limitations, they can't take credit card information over Twitter for example.

Bottom line is that the AA Twitter team is very polite and responsive.