I submitted a query via the customer relations link on aa.com. I got an automated reply acknowledging my query. Then waited a week without any response. It does get frustrating for those who (expect) a courtesy follow up from a human rather than a computer. A follow up email to a senior vice president of customer relations (Google it) may have helped me get a response because shortly after I got one phone call from customer relations yesterday and another today. My query (ec261) was answered to my satisfaction on the second phone call.