[AAhaternow]

I hear you and thank you for the feedback. I have several friends that currently work for AA and I still appreciate who they are and what they have to deal with everyday. God bless them.

While I agree that most of the problems with AA are because of horrible management and poor company policies, this particular ticket agent could have handled my situation much better. Much, much better in fact. She had absolutely no concept of customer service and would not last two seconds working for a more professional, none union company. She was rude, angry and lacked knowledge of how the upgrade policy worked. You can beat me up but when my family is involved I get angry. Shame on AA but shame on her as well.

I understand that online complaints are limited but they also have a major impact in the technological world we live in. I currently work for a large computer company and after several years of negative blogs regarding poor customer service they now understand the power of negative customer feedback via the web. We get it now and are addressing our faults. Shame on us for not doing it sooner but we're doing all we can to fix the issues now.

I understand what you're saying and have already submitted my complaint to the FAA. As much as I hate to get the government involved they seem to be the only entity that has a chance of correcting the problems.

Let's cross our fingers and hope for the best. Bless you my friend, your advice is heard and appreciated.