AA has got a lot of bad reviews on this forum and plenty of other media outlets, and with good reason. I just wanted to tell a good story of what happened to my wife and I on a trip we were supposed to take, IAH-MIA on August 16th. My son had to go to the emergency in the afternoon on the 16th, we were still there at 6:15 pm when our flight was scheduled to leave. I had to call customer service around 5:45 because the web site would not let me cancel. Anyways the customer service couldn’t have been any better. After I gave my son’s name and all the hospital information they waived the $200 per ticket rebooking fee when we reschedule. I actually was shocked that they did that, but I was very appreciative as you can imagine. Special thanks to Susie the supervisor who made it happen. This is something I thought needed to be shared.