Wow, it sure didn't work for me recently, and I thought I had a valid complaint. I had to have surgery just before I had AA airfare already booked. I followed AA guidelines and provided them with an explanation and a letter from my physician stating that I shouldn't be flying during that time. Just got the word this morning that they are declining my request, so my $3,000 first class airfare just went out the window. Will never set foot on AA again. (Oh...and I've never filed a complaint before)