Originally Posted by Happy

HUCA and talk to another Agent.

You should realize now that AAgents have very different levels of knowledge and willingness to help. (This is not AA alone but AA has the worst showing of such.) Therefore if you get an Agent who is not able to perform the task that here the knowledgeable FTer folks told you that can be done, hang up and call again to get another agent. Repeat the process until you finally get lucky to have a good agent. Things should not work this way but as of now this is how you need to do to get things done with AA especially if you dont have any status with the airline.