Invite her here and she can read the article about buying zed tickets. It sounds as tho with 20 years experience as an international FA, she can figure out how to buy your zed for you. If she can't learn the procedure from her AA website, she can go to the ticket office at any airport she visits and buy on the spot. It's important to have all details for any ID ticket--airlines, dates (changeable) flights (changeable) etc. Some agents are not skilled at doing ID tickets and have trouble figuring the method so it can take a while. Zeds are quite easy. To make it easy, she should take everything in writing for the ticketing process.