I suppose it takes all kinds but we have never had a problem with American Airlines. In fact we recently had a hickup when our flight was cancelled immediately after everyone was seated. The Captain came on the speaker and announced that we had been cancelled due to an on-board instrument malfunction. He stated in very professional terms that this had never before happened to him in his 22 years with American. The situation was chaotic of course.....100 or so passangers having to make alternative arrangments. We went to the ticked counter and were treated with the most intellegent and considerate agent we've ever seen. She worked it all out for us with a smile and great patience. Plus 10 for AA.