American Airlines
Bad customer service

Because of its dispute with Orbitz, American Airlines tried to charge me a "ticketing fee" on top of the $150 change fee it was already charging to use credit from a previously canceled reservation. It took several calls to the AA reservations agents and a request to speak with a supervisor before American agreed that the fee was wrongly instituted.

If I could, I would have flown any airline other than American (except United), but I was using credit from a reservation made by a client.

American, United, and to a lesser degree Delta Airlines seem to believe that they would be much better businesses if only they did not have to deal with pesky customers. Actually, FedEx and UPS take more care with their packages than American takes with its passengers.

Southwest Airlines does not charge ticket change fees — the only major airline to do so, I believe - and treats me like a valued customer rather than a lump of rancid meat. The so-called "legacy carriers" seem to have forgotten why they fly in the first place, and deserve to fail.

Company: American Airlines
Country: USA

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