I've been a member of AAdvantage since 1983 and my experience with American has been very good. I've always gotten wonderful, courteous service from the telephone and city ticket office staff, even before I was elite.

I was in Europe for the Flight Attendents walk out in the early 90's and headed to London last February during the Pilots sickout and both times American rebooked me on alternate carriers, once in Biz Class, at their expense, as I had upgraded the AA ticket with miles.

True, there are some problems with the airport staff, but I blame that on understaffing and lack of staff training. I'd certainly never want to have the job of boarding 200+ people onto a 767.

These are my personal experiences, maybe I've just been extremely lucky.