HORRIBLE CUSTOMER SERVICE. They basically make it almost impossible to get contacted so customers give up on complaining due to the runaround they receive from the company.
I flew to visit family for Christmas 2015 using air miles I accumulated with my AAdvantage Citi Credit card. On the return flight back to Los Angeles, the flight was delayed because it took forever to de-ice the plane in Minneapolis. So we arrived super late for the Phoenix layover and I missed my flight back to LAX. There were HUGE lines to get a hotel voucher so I wasted a lot of time and ended up getting very little sleep since I had to get an early flight the next day. AND the hotel they put us up in was a total dump - so basically I went from horrible First Class to a dumpy no-class hotel!
Also, when they took my carry-on bag from me for the one flight that was on a smaller jet, they managed to crack one of my 311 bottles for liquids.