After going free agency, I had to start avoiding flying AA because the support is just so bad. As a non-elite, you are completely screwed if anything goes wrong or you need to make any non-standard changes. Huge waits to talk to anyone, and then when you finally do connect 90% of the time you get the bottom of the barrel agents who have no clue what they're doing and just want you off the phone as fast as possible.
There is a typo in your post. You wrote “a non-elite” but I think that you meant “an Executive Platinum”? I hope that this is a helpful response.