I know AA developed T8. Do they maintain full control of the facility today or does the Port Authority? I ask because customer service has now pushed back 2x on a message I sent regarding a safety issue that occurred last week on the escalators down to immigration.

They say to contact the airport in a generic boilerplate response. My impression is AA staff could certainly take note of the problem, acknlowdege that a customer has brought it to their attention and then manage whatever they decide should be done with the information.

Essentially: people fell on the escalator, I rushed over to help and there were no apparent emergency stop buttons at the base of the escalator; we barely got the elderly man off the escalator before the steps started going under. Had to yell to the top to get someone to stop it. Situation got worse when people started using the other escalator, it got backed up and again had to yell to the top to get it stopped. They really need emergency buttons at the base & for a staff member to be there at peak periods to manage the crowding at the escalators. It was so packed even before the people fell.

Ethically I feel like I need to push harder for an appropriate AA employee to know what happened and for something to be done. However, I'm at a loss given the repeated pushback.