[davidbogolub]

The new management at AAAL Is nothing if not adept at spinning and doubletalk, not to mention outright bald-faced lying (a speciality of their ground staff who have shamelessly lied to me countless times since January about cancellations and the like until I confronted them with paperwork or internet screen shots when they sheepishly retired-without apology for the lies, but that is another letter for another day.). I have been a loyal AAL customer for decades and have nearly four MILLION miles logged. I also have LOTS of miles on BA, Turkish and others. Ever since the merger of AAL with US Air the cheapening of what was once one of the best products in the industry, the astonishing deterioration in customer service, the jaw-dropping level of contempt that the new management holds their customers in-even their best customers like me, have all added up to make "The New American" the worst, in my opinion, airline in the US industry. Indeed, they stand out as being among the very worst in the world in terms of customer service in all categories.
One of the latest examples is the way that they have "evolved" (their marketing mouthpiece's word) their aadvantage frequent flyer program. Now, to attain top tier, not only must one fly 100,000 miles in what ha become the most customer unfriendly system in the US of not the worls but also one MUST spend a MINUMUM of twelve thousand dollars yearly. That's a thousand bucks a month folks, paying for what has evolved into the very worst customer service and product delivery in my memory in the US airline industry. I have had FOUR international flights canceled since January and four delayed for many hours. In every case they lied about the reasons. I know this because I have worked for city government and have LOTS of friends at LOTS of airports and generally know a source from which I can get the straight story--and it is NEVER from AAL. The number of domestic cancellations and delays beggars description...and for this I am expected to fork over a grand-a-month to pay for the privilege of cancellations, delays, nonexistent customer service (no longer even a phone number to call to complain or get redress-they REALLY don't care, do they), and abysmal ground service.
I have already changed much of my overseas travel to BA and to Turkish in Europe and former British Empire, and to Singapore and Cathay Pacific in Asia, and the difference, even on BA is night-and-day. Perhaps the new AAL management, who are clearly focusing on the casual and occasional flyer at the expense of driving away what had been a large and loyal cadre of business and loyalty customers, will get a clue--but I doubt it. This cannot be an accident. It MUST be a deliberate company policy. Nobody could be this stupid or blind to market and customer reaction.
Oh, well, AAL...our relationship was nice while it lasted but it is time to move on I think. Any thoughts out there fellow flyers