An airline spokesperson did not dispute the criticism and said the airline is working on making improvements. “While American recognizes our performance last year left room for improvement and acknowledges there is still more work to do, we’ve been working hard to improve processes and provide the support our team members need to get our customers where they need to go,” said Andrew Trull, an American spokesperson. “We continue to work collaboratively to enhance the experience for our customers and thank our team members for the care they provide.”