Management upheaval. Labor discord. A brush with Chapter 11. Last week was a bad one for American Airlines (AMR). It was almost as bad, though, for customers left wondering (among other things), "Is my American flight still on? What about my future travel plans? And what's up with my frequent-flier miles?" Those clicking to AA.com for answers were dealt a rude shock: a business-as-usual homepage and zero customer reassurance.
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