Let's face it - air travel sucks these days. That's true on all the major carriers. They are forced to offer prices at ridiculously low rates compared to costs and as a result have engineered the most complicated system of boarding the aircraft possible, a convoluted system of redeeming air miles that almost makes you question your loyalty, baggage policies and fees that defy logic, and seats jammed together so tightly that they must have a relationship with a knee surgeon. Frankly, that stress makes it way into the psyche of the staff who have to deal with frustrated customers on a daily basis.
American Airlines is no different. If you look at my Twitter stream over the past month you'll see that they have caused significant levels of stress due to canceled flights, extended delays due to mechanical problems, and overcrowded flights etc. but overall the one reason I continue flying with them is that their staff tend to always go above and beyond what is asked to make things just a bit better.
