Dustin Curtis wrote three articles on this, initially with his disgust for AA's website and some suggestions on fixing it (http://www.dustincurtis.com/dear_amer

Dustin Curtis wrote three articles on this, initially with his disgust for AA's website and some suggestions on fixing it (http://www.dustincurtis.com/dear_american_airlines.html http://www.dustincurtis.com/dear_american_airlines.html). A designer replied to Dustin about his limitations and the efforts he's made and Dustin decided to post the response (http://www.dustincurtis.com/dear_dustin_curtis.html http://www.dustincurtis.com/dear_dustin_curtis.html). The designer was fired an hour later (http://www.dustincurtis.com/incompetence.html http://www.dustincurtis.com/incompetence.html).