For the third time in a year, I have experienced an AA service failure. Like most frequent flyers on these boards, I know how to navigate the recovery options and get myself where I need to go. That is not why I started this thread. Instead, I want to talk about the recovery goodwill that AA should be providing its inconvenienced customers, and why this airline, unlike its peers, requires so many hoops after a failure. I believe AA should automate its recovery goodwill.

Experience:
Ticketed flight on Saturday, MCI-CLT -- packed Airbus 321. We were two passengers, successfully upgraded via e500s (complimentary for me). My balance of e500s is zero, because I haven't earned them in years, so I have to buy them at check-in whenever I am travelling with a non-status companion. No big deal, although a previously canceled DFW departure meant a lot of people at the ticket counter. Arrived somewhat early, and get the e500s sorted. Boarding cards issued, through security, and at gate. About 15 minutes after boarding time, the harried gate agent announces that the flight is cancelled (but see below). I did overhear the inbound captain say something to the outbound captain about a cracked windscreen, and the cxl was listed eventually as aircraft maintenance.

We return to the ticket counter, and get ourselves successfully rebooked on the following day's DFW flights (all remaining departures on Saturday having zero inventory), partly by the overwhelmed AA ticket agent and also with a phone agent's help. The ticket agent notes at the time that the CLT flight is simply delayed three hours, but we go ahead and take the DFW flights. Before leaving the airport, a different ticket agent announces via Public Address System to the huddled masses that AA is going to ferry another plane to KC and take them all to Charlotte (of course this did not happen - I checked). About 15 minutes later, AA officially cancels the MCI-CLT flight. I was already in my Uber back into town. The inconsistent messaging from the gate agent (who was ultimately correct, that the flight would cancel) and the ticket counter made a bad situation worse for the hundreds of people milling around in that crowded airport.

Spent $500+ for hotel plus Ubers and enjoyed a pleasant evening in KC (Saint-Saens 3d symphony!). Next day, successful flights to Florida via DFW, although at 6am. Upgrades not possible for my companion, so those were auto-re-deposited into my account (between the drinks and the pipe organ, I had completely forgotten about them).

Next day, Monday, my usual review of my account at home in Florida, and I notice the e500s. After writing via the website (and later answering a phone call to "discuss" the terms) to request AA miles consideration for each of us, for our time and expense inconvenience (which they did in the form of a voucher rather than miles -- again fine with me, but I prefer miles to prevent the hassle of yet another number to track), I called AAdvantage to refund the unused e500s. No dice. HUACA. Again, no dice. "We used to be able to refund these, but not since April 23d" was the EXP desk response. Bizarre. So I wrote AA again, now for consideration for the three e500 certificates. Awaiting a response on that.

Total time spent Saturday on AA's failed flight debacle -- 4 hours

Total time spent Sunday actually travelling -- 8 hours

Total time spent Monday soliciting AA service recovery consideration (mileage, refunds, vouchers) -- 2 hours and counting.

That last item is inexcusable. AA should automatically post miles in the accounts of those inconvenienced like those on our flight. And automatically send an e-mail to apologize. It really isn't that hard.