The worst airline experience I've had in a very long time. I tried to upgrade my ticket to first class but couldn't get any AA representative to help me. They were extremely rude - told me "go do it at the e-kiosk" and walked away. I went to another AA hate to see if they can help me and the 2 reps were have a side conversation and didn't even acknowledge me. Waited about 5 minutes for them to finish their conversation only to be told "go check the kiosk; we can't help you here". You can tell that this airline does not have a culture of customer service...