My wife and I have been American Airlines frequent flyers since 1988 and have had nothing but great service, including upgrades to business class. We fly on AA enough to have Elite Gold AAdvantage status.
About the only complaint I have, and this applies to most majors, is that the food has deteriorated on U.S. domestic flights, but mostly we fly international.
Also, I have no complaints with U.S. Customs/Immigration or security at DFW or STL. These are the two airports where we enter from Europe, where we live. Having said that, I will agree that this is not the case with all airports of entry in the U.S.
Could "attitude" be a factor in these bad experiences?
No, I am not associated with AA other than as a SLF.
