I think AA FA's should be fired on the spot everytime they are rude to a PAX (which is most of the time), give crappy service and stretch the 'security post 9/11' crap which is most of the time. I still to this day do NOT understand how a business such as a airline can tolerate poor customer service to paying passengers. I would be fired in a heart beat for giving 'poor customer service' or being rude to a customer. It is just not our business motive. We want return customers. (I work in software).