American Airlines faces customer service and racial discrimination allegations, sparking policy reforms and legal challenges. Passenger experiences highlight systemic issues.

American’s passenger service agents – a workforce of nearly 15,000 represented by CWA-IBT Passenger Service Employee Association – work in airport customer service, premium guest services ...

Oh, the lengths some people will go to get better customer service. Like recording phone calls with a customer service agent. Robert Grunfeld, who had a ticket on a United Airlines flight from ...