I called American Airlines because I was unable to use their site to book due to their technical issue. The rep on the phone said I would have to pay $25 to book by phone even if their site did not work. The lady was very discourteous and eventually hung up on me altogether. Why are they charging consumers to take their money?! Especially if it is their fault in the first place.
I started an online demand to ask them to change this policy. Please join me or start your own!