Well I think we'd all agree, that for the most part it's the people that make. How they act, how they handle specific situations, and if they have the authority to quickly put an end to a particular problem.

Yes, I had a few "minor" experiences on AA, but those minor things have been more than made up for from all the "positives" I received from AA. Things from comp'd upgrades for traveling companions (several different occasions) even when I was on an upgraded award ticket and had no elite status at that time(on any airline)to having a gate agent arguing with her superior that I should get the upgrade over another (I won) to things such as a FA going out of her way to buy a special 4th of July cake and candles/sparklers on her own to serve for dessert to us upfront.

In the end, these things were good for AA and for me. The costs were miminal for AA, made me happy and a loyal customer.

As far as things getting worse, I'd have to disagree, first because I haven't personally experienced any problems; and secondly because I can see a big push from corprate and employee group leaders to put the customer first, especially the pilots.

Just my two cents.