RRAAMJET,
You have a superb attitude, pilots like you are a massive asset to their airlines.
You are right about the attitude of front line staff, I mean this is where Joe public gets his first impression of the airline. But I can assure you it's not just AA at DFW, from what I can see, Delta at ATL are just as bad. It seems naive to some, but a nice smile and helpful attitude can play a major role in retaining customers and making sure their dollar stays at your airline the next time and doesn't go elsewhere. It's a common feature at what are termed "excellent companies," they all have legendary customer service.
From what you're saying, looks like major training is needed for some of your staff.
Hope everything goes well for you and your airline survives and grows stronger again.
VIVA AA!
