American Airlines amended most of our flights before we left Auckland. Due to pulling out of the Los Angeles to Auckland route for a period, we were rescheduled via Sydney adding roughly 7 hours to an already long journey.
Outbound there was a 4 hour delay sitting on the tarmac at Auckland Airport. Next morning we were travelling via Phoenix to Des Moines. An AA staff member didn't know what 'Interlining of baggage' meant; the kiosk check in machine broke down,and then at the Boarding Gate, the AA Staff member rudely and without explanation changed our seats and gave them to stand by passengers. He refused to listen to our objections of his uncalled for actions.. These seats had been preassigned to us for a number of reasons. Sadly, the actions of both staff at Los Angeles were typical of other AA ground staff we encountered- other than those at Des Moines who were outstanding.
On the credit side, AA are well served by excellent Reservations staff whose PR skills are excellent Perhaps Ground Staff could take a page or two from Reservations Manuals section covering Customer Service
david r, auckland, NZ