Not to be a bummer on the party, but I don't think that American Airlines responded to Graham due to his posting on this site. In my dealings with the customer service agents at many of the major airlines, they do not troll these sites looking for complaints from their passengers and then attempt to resolve them. The airlines will also never respond to an individual complaint in any public forum such as this. Even if it will enhance their image.
I have noticed that are many helpful "airline employees" that roam these pages and offer insight, suggestions and tips. However, I would suspect that they do this on their own initiative and without any directive from their supervisors.
In Graham's case, I would suspect that he recieved a response because 1) his complaint reached a customer care agent who actually cares about his/her job (yes, there are some that exist) or 2) he also complaint to the DOT. Carriers will respond back to consumers quicker if they file a complaint with my office.
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