I went online to print out boarding passes for our much anticipated vacation 8/29, the day before departure. I was unable to do so after multiple attempts so called for assistance.
I was passed from agent to agent (3x) and then to a first level supervisor as I was told there was an "issue" with my reservation.
I was transferred to Susan White, a senior supervisor based in RTP.
I was on the phone a total of 1 hour and 47 minutes. Susan explained that I had no reservation. Her research showed that the supervisor who was involved in assisting me last phone call with American (it was a reissue situation and the first two agents I spoke with gave me conflicting pricing information so I asked to be sent to a supervisor to get someone who actually knew what they were doing) created the reservation, assigned extra charge seats and collected my additional payment. However, she neglected to complete the last stage of this process and submit the reservation.
Due to her error, we were unable to take our trip to Jamaica. We have lost vacation time, paid resort cancellation penalties, lost our prepaid private transfer, lost our purchased passes for Club MoBay and their meet and greet program.
Ms. White was gracious and apologized profusely for this huge error on American's part. She was however, unable to accommodate us on that flight as the seats were all sold out. I expect AA to provide compensation for our lost vacation and have contacted them directly via email and also on their FB page.