2 Many Miles,

1) Read carefully and you'll notice I've translated from portuguese using Altavista. That's the reason for grammar errors, since the original text is in portuguese;

2) The people in the article are highly articulated, for sure more than anyone at AA gate. But remember their father just died, so probably it was a difficult conversation;

3) IMHO, this "single bad travel incident" is enough for modifying a corporate travel policy. But my opinion doesn't matter: what it matters is Unibanco will never again buy any tkts from AA.

Toxa