Just flew a roundtrip to the Caribbean. At time of travel, had no AAdvantage status, but at booking, was still Platinum. We needed to check a bag and on both legs, the ticket agent charged the bag fee despite me showing them the reservation email confirming entitlement to a bag fee waiver.

1. Am I correct in my reading of AA policy that I should not have been charged?

2. If so, what’s the best way to get refunded? I submitted the contact us form & seemed to get only an automated reply back.