Originally Posted by
Blumie
One thing that this thread demonstrates very clearly that, in addition to there being a wide variety of AA employees, there's also a wide variety of AA customers, from those who are easily pleased to those that are easily offended. Fortunately for me (and perhaps for AA), I'm in the former camp. I've been traveling AA extensively for 35 years, and while certainly my experience has been that some employees are better than others, my experience overall has been very favorable. Or at least just fine.
I think this is a large part of the answer. With 40 years and more than 1000 flights I can say that I get better than expected service from most of AA (with some bad exceptions). But I guess I also feel that way about most of my experiences in life.