When should I expect to hear back from customer service regarding a valid complaint
I am not one to submit complaints to AA (EP for 4 years, travel monthly on AA), but my wife and I were coming back from a trip from SFO - AVP where we flew first class on the first leg and then were taking the AA bus from PHL to AVP (2 hours). The trip was paid for with award miles. Just before getting on the 2+ hour bus ride for the second leg, we were told the bathrooms were broken and we better "go before we get on the bus." This is unacceptable.
I submitted a complaint on Sunday evening, 06/14/2026, the same day as the travel, and haven't heard back from them yet (2.5 weeks at this point). I know they only do complaints via the online web form, but I definitely thought I would hear from someone by now. Should I try calling the EP line, submit another complaint, etc.?
Again, I hate when people will complain about any little thing, but the no bathroom situation was completely unacceptable. They would never fly a plane like that, and this bus went from TSA to TSA, so it's not like the bus was just going to stop somewhere if someone had to go. Thanks in advance for any help!