On behalf of American Airlines and US Airways, thank you for contacting us. We are sorry we did not provide the quality first class service you expect and we want to deliver. Our goal is to provide a gracious service that is pleasing to the most discriminating customer, and we are concerned that we disappointed you.
Thank you for giving us the opportunity to address your comments. There is simply no excuse for rudeness. Our customers should always experience polite service from our employees, regardless of the circumstances. In view of your comments, I've shared the details of your experience with the appropriate management personnel.

When hiring employees who will serve our customers, we work hard to look for those applicants who demonstrate a warm and friendly attitude. Our training programs emphasize to all our employees, new and experienced alike, the importance of an individualized, caring approach even in the face of the unique difficulties that only an airline can experience.

We are also disappointed to hear that your baggage was not delivered to the claim area as quickly as we both would have preferred. We want our most valued customers to have the luxury of receiving their baggage at the claim area first, so that they can be on their way as quickly as possible. This is precisely why we place priority bag tags on these bags, and we are largely successful at delivering these bags first the majority of the time. We are disappointed that this was not your experience on this occasion, and we have forwarded your experience to our General Manager.

Despite what happened on this occasion, we hope you will continue to select American Airlines for your travel needs. We will work hard to ensure that you receive the service you expect and deserve.