[airmhe]

Here's what happened:

Prior to departure, AA confirmed that the fare covered two checked bags (because SFO-BVI-SFO is an international roundtrip). No problem at SFO, but on the day of the return flight, AA cancelled the flight and booked me on a flight leaving the next day.

Since the flight was cancelled for mechanical reasons, I asked AA to cover the cost of a hotel for the extra night. Instead, they booked me on a flight going out the same day on another airline (Cape Air).

Cape Air charged a fee for the second bag, and advised me to recover the fee from AA. The manager at the AA counter assured me that AA would pay the fee, but that I needed to get it from AA Customer Relations, and he provided the website details.

However, AA Customer Relations is unwilling to pay the fee (I sent copies of the fee receipt and the boarding pass). They don't deny any of the details, they just won't pay the fee.