I woild suggest trying a second letter. Instead of the refunds department address to someone in customer relations. If you want to enclose a copy of the refusal letter from refunds. Politely explain you are aware that a refund isn't possible but mention the issues you had with arranging the travel, the reason four tickets were purchased etc. Ask if there is any compromise which can be reached. Tell them you'd like to use AA again but the fees to do anything with these tickets at this point is prohinitive.
If you present them with an opportunity to gain a customer and leave the door open to a solution they suggest they might just go for it. On the other hand if they shoot you down again they can go eat rocks!
Here's a contact for you:
Mark Mitchell
Managing director, customer experience
American Airlines
4333 Amon Carter Boulevard
Fort Worth, TX 76155
Last edited by PHXFlyer; Jun 25, 2009 at 11:57 PM.
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