Yes, American Airlines is horrible.  A few years ago the final leg of our family's trip to San Antonio was cancelled due to mandatory maintenance.  Although this must have been scheduled prior to our departure from Anchorage, we weren't informed and only found out when we arrived in Dallas and there was no gate scheduled for our departure.  The one very harried agent who finally showed up basically told us we were all on our own.  Worst customer service I have ever encountered, and I will go out of my way not to fly on American.