Hi All,

I (almost 2M miler & 10 years as EP, long time reader only 2x poster) flew from LAX to HND on July 21st in J with a SWU for my 40th. A friend in our group with no status was a part of the group. She purchased a business class fare with cash through the Amex Travel portal, technically an AA ticket. While we were boarding, not during the 2 hours we were in the Flagship Lounge or anytime before, they told us she would be downgraded since a seat was broken, not her seat to be clear. They moved someone else in business to her seat since she had the "lowest status in business". We asked to be changed to a different flight, even the next day, they were not able to accommodate due to inventory. Since there was no option we got on the plane. She was given a seat in PE that was also malfunctioning (it would not stay reclined), and offered a $600 credit. We haven't done anything since we are still on the trip but curious what we should ask for from AA directly or really focus our efforts on Amex Plat?