American Airlines USED to be a good dependable carrier, however that seems to have changed and they have come down to near the lowly levels of United.
This is the second time in the past two years that I have flown into Roswell with them (the only game in town). Last year they lost my luggage for five days, and were supposed to redirect it to Albuquerque when it arrived. Instead, it made 5 round trips between DFW and Roswell, being pried open each time by BOS security, even though the combination was painted on the suitcase.
This year, I managed to get everything into a carry-on, and though it had to be valet checked at each stop, it made it. Things went down hill on the return. I was scheduled to catch a 10:05 am flight to DFW, connecting with a 2:30 pm to Knoxville. Arriving early at the airport (8:30am)to check in my rental car, it was not long before it was announced that the flight would be delayed. After an hour or so, it was announced that the flight would not arrive until 12:20 pm, which it did. However, it had to set on the taxiway for half an hour or more as the LATE Phoenix flight was in front of the terminal, and they have no way, personnel, or equipment to handle more than one aircraft at a time.
When finally arriving in Dallas, I entered the American club room to get my ticket updated with the next flight to Knoxville (6+hours away). I was told unless I was a paid member, they would do nothing for me, even if I was flying first class, a platinum member, and facing a 6 hour wait. They offered to sell me a membership. I left and finally found an agent to take care of my ticket. When she heard my story, she called a supervisor, who arrived and said sorry, but did give me a 12 dollar voucher for food. That would have taken care of McDonalds, but probably no other eatery. The Mexican restaurant I ate in lowest price meal was $12.99.
So all in all, American has taken the path of most other airlines...little or no custumer service.