Originally Posted by ftfan

Same story here. A polite agent told to me that the SWUs are removed right after 11.59PM central time and no longer show on our accounts. He also told me they have a memo instructing to tell those who ask that there is no office to address complaints for these cases. I asked about consumer relations, or the advantage desk and was told the memo they have said the request will be unanswered.
After trying to explain to me that available seats don't mean the upgrade will clear right away - and how the airline tries to sell those seats for revenue before issuing upgrades - he confirmed that upgrade inventory is still available but couldn't process it because the SWUs is gone.

I have screenshots of the call history (first call around 3PM - recording said call back time was 4-5 hours, then around 8PM - recording said 2-3 hours, then around 10PM I chose to stay on hold and got through in about 45 minutes). Also have screenshots of EF showing the upgrade inventory, and of the chat on the AA app where I was encouraged - while waiting for what is estimated at more than 2 hours (now 4+ and still showing more than 2 hours) to include ticket and PNR numbers well before the expiration time.

Does anyone have experience with DOT complaints? What to expect?
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