Hello,
This isn’t just isolated to AA. Most of the companies I have worked with have the same issues described in his response. One approach to solving this is to have a CXO (Chief Experience Officer). This person would build a team to oversee the complete experience from the web, to output, to call centers, etc. This isn’t any easy task, but when it comes together, probably a 2 year initiative, the user experience is enhanced across the board.

jason

This is probably one of the best customer experience reviews, well, in the history of reviews. We are so often at arms with companies and empires that hold our pleasures in tow, yet we make few suggestions at where they should clean up their act(s) and make things better for the people. Having worked at multiple ad agencies, I really see that even within the design studios themselves there is a top down projection upon designers and thinkers who are supposed to make the copy inviting and welcoming – so when you see AA working less toward customer service and more toward making the cash – where does real design catch up in relation to putting out a good service? Maybe we’ll see a change from AA – although I won’t be holding me breathe – I’ll just stick with Virgin America because they play disco music. Thanks Dustin.