American Airlines review by Robert

This is an airline that appears to be struggling on just so many fronts. There is something wrong with the culture. There is little attention paid to staff and it shows in the indifferent, verging on rude service delivered by by cabin crew and customer service personnel. They just don't seem to care. They have invested in new aircraft, they needed to as their fleet is still old. However, even newer aircraft breakdown as this one did. You can't criticise them for this, it happens to the best of carriers. However, how these issues are handled is an important measure of customer service. For American the handling of those merely highlighted the significant cultural disconnect. Jaded staff give jaded service, and did it show.