I finally received an email reply earlier this week, after I sent several follow ups. As a reminder, I purchased NCL-LHR-LAX r/t for two employees, using AA's UK website. Flights operated by both AA and BA, but an AA ticket and fare. I received 0 points. The agent said the fare was ineligible because it was a 'negotiated fare'. But this is not true because it was purchased directly from AA's website, and the same fare was the one being displayed to the general public. I replied to ask how it could have been so, given I just opened my browser and purchased what they were selling, but no reply for 5 days. This program really is deteriorating. It's so frustrating when they clearly do not know the answer and either a) just give inaccurate information to fob you off, or b) ignore you altogether.