Quite the damning report from One Mile at a Time that AA is now using “Gemma Flint,” (internally called Fast Eve) which is in fact a bot that only has two preprogrammed responses, to handle email complaints submitted to them whenever they reach a certain volume. If you make an operational complaint it will throw a trivial number of miles your way, and you will have to reply again to get a real person to see your message. Otherwise, you get a (poorly worded) form letter, without any regard to your actual complaint.
I would say I’m surprised, but…