With so many AA flights being either delayed or cancelled due to weather or mechanical problems, when was the last time you heard someone at AA simply say, "I'm sorry" instead of going into the usual "defend-deny" mode of "customer service"?

I heard "I'm sorry" for the first time, in a long time, this past weekend ORD LGA. It made a BIG difference in how I felt about my delayed/cancelled AA flight.

What about you?