http://www.nytimes.com/2001/06/10/travel/10CYBER.html The New York Times has an interesting article. You will have to sign in to enter their site.... "The site helped her construct an e-mail complaint to American's chief executive, Donald J. Carty, and sent it on her behalf. A week later she received an e-mail apology from American â?? and a $250 travel voucher." I just hope they don't get so busy they can't take care of us'ns!!