It appears that @Jack and @Twittermoments enjoy writing biased headlines that attack large corporate accounts #custserv efforts.
I have no idea if @AmericanAir has ever advertised with Twitter, but I recommend, they, and anyone else not do so.
I am unsure how the Twitter headline writer knows for certain that it is a “minor dispute” as there is no statement from American Air as to what occured.
There is the lady giving her side, and the professional @AmericanAir staff responding back.
However only one tweet was placed into the “moments” curated story.
As you can see Imani Cezzane did not see or did not respond to the first two tweets.
Yet Twitter could have found the same 2 tweets and placed them into the @twittermoments.
They chose not to.
I have no information as to the exact nature of what happened because there is no statement from American Air.