In the Broadway musical Chicago, there's a song I feel fits the following story so well, I thought I'd include some of the lyrics before I begin.

"Class"
Whatever happened to fair deeding
And pure ethics
And nice manners?
Why is everyone now is a pain in the ass?
What ever happened to class?

Whatever happened to please may I?
And yes thank you?
And how charming
Now every son of a bitch is a snake in the grass
Whatever happened to class?

I just had a horrible experience with American Airlines. I arrived at Chicago O'Hare airport and decided I'd go standby and get home a little earlier than expected. My flight was to leave from gate K8 at 4:42pm. I got to the gate ASAP and noticed a sign behind the counter that instructed standby-by passengers to be seated and wait for the seats to open 15 minutes before the flight departure. An American Airlines gate agent (later labeled Agent #2) saw me looking at the sign and asked me if I needed anything, I said, no the sign explained it and I'd be waiting. She instructed me to have a seat and wait for my name to be called.

I wasnt interested in sitting, so I leaned against a pole. I noticed on the screen that I was #6 out of 25 people on the standby list. I felt confident I'd get on the flight. I waited and waited. I looked up at the screen a bit later and noticed about 20 people on the Cleared list (that means they have a seat) and I was now moved to #1 on the standby list.

I walked up to Female Agent #1 and said "I noticed the cleared list just got a lot bigger and I'm still on the standby....."

Interrupted "Please have a seat and I will call you when we have a boarding pass."

Me: "Ok, but I'm just a bit confused...I'm passenger Brooks...."

Interrupted again "I said! please have a seat and I will call you."

I move about 5 feet back and just watch them as they call 25 (I counted) standby people to get boarding passes. After the 25th person, I go up again to Agent #1 and say, "I'm a bit confused, I was originally #6 and now I'm #1 and all of these people are going ahead of me for a standby ticket."

Agent #1: [condescending] "You see, sometimes people have better status and other reasons..."

I interrupt "I understand how it works. I just flew 40,000 miles in the past 6 weeks, I understand."

Agent #1: "Well, what's your name?" [I tell her my name] "What? I called you like 10 times."

Female Agent #2: "She's right, I called you so many times and you never came up."

Me: "What??? I've been standing here staring at you for 30 minutes. You just called a Kirsten Miller, but that's not me. Are you serious? You called me? I didnt hear anything and I've been standing 5 feet from you. I came up here earlier and asked about my status and you kept telling me to sit down"

Agent #2: "I cant help it if you didnt hear me, I called you. Please have a seat and we'll call you if there are more seats."

I dont sit. I stand 4 feet away now and keep staring at them. Agent #1 and Agent #2 start talking shit about me. I couldnt believe what I was hearing!!! They were no being quiet and they were using my name in context.

Agent #1 to #2: "I dont care how many miles she's flown or if she's Platinum, she doesnt need to yell at us. [laughs]"

Agent #2 to #1: "I know, she was rude. If we call you, and you dont hear it, that's not my fault"

I couldnt believe what they were saying in a volume where they knew I would hear. They call 7 more people for their boarding pass. Male Agent tells the other Kirsten to go to another gate so she can try to get on the next flight. I say to him "Should I do the same?" He says no, he'll help me get a seat.

I stand there for another 5 minutes while they board First Class and Group 1. Then, Female Agent #2 picks up the announcement microphone, looks me dead in the eye and says "Passenger K. Brooks, can you hear me now???? [totally sarcastic tone]. Please come to the gate to claim your boarding pass."

Me to Agent #2: "Now that was rude! You didnt have to do that!!"

Agent #2: "But since you didnt hear me the first time, I didnt think you could hear me unless it was over the loud speaker [she smirks]"

Me: "Are you kidding? I heard you and your agent friend talking shit about me from 5 feet away, I sure as hell can hear you over the loud speaker."

Male Agent: "I didnt make fun of you."

Me to Male Agent: "I know, thanks, but your friends are very rude."

They gave me a seat assignment and walked on to the jet-bridge and burst into tears. I asked two flight attendants for the names of the check-in women but they didn't know [see, both women had on lanyard nametags, but both were turned over].

I have found the address for AA and I'm writing to the headquarters (the president and customer relations), to chicago's airport, to the AA frequent flyer program and to viacom travel telling them all I'm not the only one complaining about service these days. I'm so angry!