You actually are contacting AA
Customer Relations. They’ve not been available by phone for a number of years. See
Contacting American Airlines Customer Relations & Complaint, Issues (master thread).
AAdvantage Customer Service is for assisting AAdvantage members with account issues (address changes, mileage posting issues, etc…) American Airlines Customer Relations is for addressing customers past travel experiences (delays, employee issues, etc…)
There are no “Platinum Pro representatives”; there is a Platinum Pro line to call that provides a higher priority than Platinum, Gold or no status AAdvantage numbers, but they all share the same call center representatives. (Only Concierge Key and Executive Platinum members have dedicated call center representatives.)
Another option:
Customer Relations
Our Customer Relations department is dedicated to addressing customer comments and unresolved concerns. The Customer Relations department will respond to our customer’s written complaints within 60 days. Customer Relations can be reached at:
U.S. Mail/Overnight Mail:
American Airlines Customer Relations
4000 E. Sky Harbor Blvd.
Phoenix, AZ 85034
But one can not call them, and they’re known for reliably not returning calls.