You seem to have very bad experiences with luggage at JFK. It really does seem to be one of the worst places around. One would hope, though, that the "pain" were better distributed. I'm sorry that so much of it seems to be falling on you. Your other experiences, though, pale in comparison to this. There were differences of opinion in previous instances, but I dare say that will not happen here. The luggage portion of the issue was bad enough, but the actions of Ms. Walker (and her friend) were unconscionable. While it's not the fault of the entire airline, you will be seeing JFK and checked luggage a fair bit, it seems. Sadly, this is the face that AA is showing you, and good service elsewhere doesn't help you. I would not blame you (as if that mattered ) one bit for seeking another carrier given your flight patterns.

Sorry to ramble on- as a New Yorker and AA fan, I'm just appalled at this treatment. I wish you the best with this issue, and I hope you will keep us informed of the proceedings and outcome.

Cheers.