Reading through this forum, it sounds like it is a known glitch for AA. The compounding problem is that we expect airport agents to be able to work miracles -- and they often do in the u.S. In foreign countries, I've found that the airport staff have far less leeway in resolving problems. They have to do whatever the computer says.

Even though, we criticize the inflight service on US carriers. The airport staff are usually solid at handling issues.