American Airlines’ Website Gets a Hostile Makeover

Not an official one. Dustin Curtis redesigned AA.com on his own after, he says, having “the horrific displeasure of booking a flight” on the site.

If I was running a company with the distinction and history of American Airlines, I would be embarrassed — no ashamed — to have a website with a customer experience as terrible as the one you have now. How does your CEO, Gerard J. Arpey, justify treating customers this way? Why does your board of directors approve of this? Your website is abusive to your customers, it is limiting your revenue possibilities, and it is permanently destroying the brand and image of your company in the mind of every visitor.

Here’s his updated take on AA.com. (Thanks to the sassy FBvian for the heads-up.)