We missed a flight out of Miami because our connector (both American Airline flights) was EIGHT hours late. Had to find a room late at night and go out later the next day to Richmond.

Trying to get my reimbursement for hotel & transport (we didn't eat that late) and finally found a chat feature on aa.com. They made it damned near impossible to find out how to get a reimbursement.

SO... I go back and forth with this "chat" lady..who i quickly figured out was a robot or something, and NOT as human. FINALLY, this "live chat" feature asks me if I want to chat with a customer service representative (like a real human chat person)...I said YES.. only because HELL YES DAMMIT wasn't one of the buttons. They responded, "Your question is very important to us. You are number 37 in line. We will send you a notification on your browser when it is your turn".

An hour later, I "chatted" with a human (or what they think passes for a human). She said, you will need to contact this link for reimbursement. I did and found out most inquiries are answered within 2 business weeks, but some take longer!

THAT is customer service at its best...SCREW YOU AA!