After having the "horrific displeasure of booking a flight on [AA's] website," the 22-year old Web user-interface designer concluded that American Airlines' site is "abusive to [the] customers, it is limiting [the] revenue possibilities, and it is permanently destroying the brand and image of [the] company in the mind of every visitor."
Although Curtis' comments are abrasive, compare AA.com with his proposed alternative. His version looks more user-friendly. And at least one employee at American agrees that the company's website is flawed. What do you think?