I've written letters to AA on this topic, but have only ever received a "thanks for writing" form letter in reply.

The only AA ground employees who seem to have a fire lit under their seat are the gate agents who are hellbent to close the aircraft door. AA's seeming obsession with on-time departure appears to have blinded the entire organization to the necessity that each piece of the puzzle needs to do their job as fast as they can to keep the machine on time.

How many times have the gate agents and FAs yelled at the pax to hurry up and board so they can close the door and then the plane waits for 5, 10, even 15 or 20 minutes to push back? Too often.

Same with planeside valet bags in busy hubs like ORD. Too often I have to wait 10 minutes or more after I deplane to get my bag. Too many employees don't seem to be in any particular hurry to get the job done. And it's been going on for many years, not just the last 3.