There are so many negative reviews about AA, I want to share a positive experience. Coming from Australia it was our first time dealing with this airline. Due to lengthy delays clearing Dallas immigration and customs (3 hours) we raced to the check in counter for our flight to Mexico only to be told baggage check closes one hour before departure and we missed our flight. The agent could not have been more apologetic and even offered discount hotel vouchers and rebooked us on the next flight in the morning. She took the time to talk us through the process, was extremely polite and in no way did we feel like we were an inconvenience. Next morning checked in, again the agent was very polite and we flew to Mexico. Yes it's an old plane but the crew were great. Flying DFW to Japan was the same, excellent service from ground agents who offered us a choice of seats, even blocking out seats next to us as the flight wasn't full. Flight was a 777-200, pretty old but the inflight service was remarkable. The cabin crew were attentive, 3 meals, free flow of wine, happy and chatty crew. I wondered if I was actually flying an American carrier. Food was decent. The 13 hour flight was actually bearable. Big thumbs up to AA, they were remarkable from ground to air. Ground agents in particular were wonderful. Not a fantastic product but it really makes a difference when staff are proactive and positive thinking. Great job AA.