I am a corporate travel agent and called American Airlines to cancel my brothers reservation. He is having a kidney transplant today, the day he was supposed to fly. American advised that he could not get a refund due to an organ transplant! Then the agent, Stella, would not even cancel the reservation for me. I had to go on their website and do it myself. I work for the fourth largest agency in the country. Our upper management has asked us to sell away from American. Now I understand why. Horrible experience, especially when you are dealing with a family crisis. The airlines are nothing short of greedy .......s!