I have to say, regardless of how you feel about AA (and I have loved it for many years), you have to admit, if they damage a bag they should fix it, if they don't return it they have essentially stollen it. There is no grey area here... it is the law and in their terms of carriage. Unfortunately, AA has cut many of the areas that supported it's premium customer service. That is a big reason why I and my family have stayed so loyal to AA for many years.

At the very least, you have to admit that AA has limited access to "problem solvers" that used to streamline the operation to assist elite and premium flyers. forget the pillows, the blankets and the food. The most foolish cutback has been in their customer service.