At least the AA app is getting better. Being able to book flights via the app and not have it redirect you to an internet browser was a huge step forward. So, while the Twitter team declines in quality of responsiveness, perhaps incremental improvements to the app will offset this loss. And yes, boiler plate responses and "please contact reservations" (not even please call the EXP line which suggests to me that they barely even looked at the issue let alone the reservation) have driven me away from using AA's Twitter.