The flight from Antiqua to MIA was excellent on AA. On arrival in MIA the nightmare began. We were told to retrieve our bags, clear customs, and recheck them. It appeared no one told customs we were coming. We stood in line for about 25 min. before we started moving. The customs people told us to proceed to security. The AA staff just stood around chatting with each other, completely ignoring the passengers. We were then herded into a lineup and stood for over an hour. Questions to AA staff were ignored while they were chatting with each other in Spanish. I understand the need for bilingual in Miami, but it should be used when needed not as general conversation.
It took 2 hours to clear security and we went down to gate 60, which was a disaster, I've seen more orderly cattle drives. At boarding time I asked the desk when we would board and was told the flight crew was late and boarding would commence after they arrived. That turned out to be quite a bit later. We finally arrived in JAX after midnight with no explanation from the crew about the delay and no apology. AA's staff was not helpful at all, didn't answer questions and overall lacked the professionalism that we expect from a class airline.