An unregistered trademark of American Airlines is 'Caring Begins with Doing the Right Thing'. Some employees definitely do their OWN thing, not the Right Thing to help customers.
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See AllI recently completed my first round trip on AA since the 'incident' last year. There was considerable confusion with our seat upgrades...
https://www.foxbusiness.com/economy/american-airlines-passengers-miami-stuck-sweltering-boeing-plane-travelers
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