GunsOfNavarone

I fly eight plus flights per week. Things were bad last Spring (2019), but recovered decently through the end of the year.

I have noticed major IT issues over the past two weeks. Super slow web site, smartphone app not updating. At DFW last week, missed a connection in Terminal D (now a bit of a ghost-town with reduced Asia flights) and went to customer service over calling EXP desk. Three reps, three customers in front of me. I am first in line. 45 minutes later all three PAX still in line, the reps are on the phone, saying nothing is "taking". I finally walked and called the EXP desk.

Yesterday my early morning flight from TPA to DCA was delayed two hours because the flight came in late the night before. Yet no message until after I dropped my bag of the problem. The AA customer agent knew- but did not care as she checked my bag. Had AA IT system provided timely automated notification - I would of had time to reroute and make my meeting yesterday.

Today I sit in ORF- another two hour delay which means I can't make my connection, miss my 8am meeting tomorrow morning. All flights for my connection are full. The delayed flight showed left PHL- but never left the gate to ORF. Had the system been accurate, I might of had time to make flight timely flight adjustments.

Just a sense that AA keeps implementing more IT features, that appear nice to have but likely appear not to be fully verified, validated, or accredited. On the worlds largest airline that runs flights 24x7 (redeye CONUS west coast to east coast) the IT system must be solid as a rock. I am speculating it is not and will cause a major systemwide crash at AA in the next 365 days, because of IT- that AA will be not equipped to efficiently recover from.