Give the elusive naature of details on this, I'm questioning whether there is any formal policy (wouldn't there be more buzz around here and all the FF blogs?), or whether AMEX travel has some arrangement where AA allows them a limited/reasonable quantity of waivers to extend customers on a courtesy basis. Have no idea how this would function in practice (maybe each agent or the whole office has a given number of waivers to offer each shift, maybe it's only for certain high value customers, etc.). If this is indeed a formal policy, I think so many small business owners would be flocking in droves to AMEX travel to the point where AA would dismantle the arrangment. I'd gladly pay $39 for ticket issuance on a consistent basis if I knew I could avoid a $200+ change fee to rebook.