I spoke to various reps and even opened a formal complaint, yet unfortunately never received any explanation as to why this policy exists, or why the cutoff is 16.5 hours, etc. The entire experience has been unpleasant and I don't have the impression that American is making much effort to retain its customers. I took my final relocation flight with United and experienced no such surprises. So far I feel completely in the dark, and I imagine, so it shall remain