There’s a great story unfolding over here on a blog by a NY/SF based UI expert (a talented fella) who wrote an open letter to American Airlines about their horrific website.  Oh, and he heard back from them. Surprise!

I'm a user interface designer. I travel sometimes. Recently, I had the horrific displeasure of booking a flight on your website, aa.com. The experience was so bad that I vowed never to fly your airline again. But before we part ways, I have a couple questions and three suggestions for you.

Continue reading his letter and the response here. Good work Dustin!