The Incompetence of American Airlines
A Clueless Company Flailing
A FEW MONTHS AGO, I wrote an article expressing my displeasure with American Airlines‘ hideous online presence. I also spent some time mocking up a redesigned version of their website. To my surprise, the head of user experience at AA.com emailed me an amazing response describing some of the design problems faced in large corporations. You should read my original article here and the response from Mr. X here.
An hour after I posted the response, American Airlines fired Mr. X.
Ridiculous.
Keep reading the piece for a bizarre summary of how AA is trying (and failing, horribly) to rescue itself. Contrast this with the experience customers have with JetBlue and Virgin American.
