Originally Posted by brenpull

Context is that there are 4 components to this refund process. They put in writing that they will provide refund on each of them:
1. Unused portion of tickets (we had dead car battery and were running late to flight and subsequently missed flight by about 5 minutes, but our luggage made the flight), which AA is supposed to be evaluating for monetary value. I won't get into the horrific experience we had with AA. Truly worst experience of customer service I have ever had. They now keep giving me the run-around on this and telling me they will re-submit and get right back with me - then they don't follow up. I can't get CR rep to call me back or respond timely. I have sent 11 emails..