It's the culture that AA has created for their brand. And it's not just DFW. Look at the remote terminal at LAX...what a mess! Passengers are ****ed because they have tight connections and then they have to wait in line to take a bus to get to the main terminal. Who in their right mind would treat paying passengers like that? And then everything gets delayed and passengers start to lose their cool. I had a lady curse out one of the flight attendants from the jet bridge, and then proceeded to walk out onto the ramp to yell at the ground crews because there was only one ramper pulling bags.

The passengers, who vote with their $$$, are the only ones with the power to change any of this. But it doesn't matter because come this fall when it's time to go see grandma, AA will be $20 cheaper than United and those previous bad experiences won't even be a distant memory in their minds.