The problem with the design of AA.com, however, lies less in our competency (or lack thereof, as you pointed out in your post) and more with the culture and processes employed here at American Airlines.

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Mr. X, in a reply to Dustin Curtis’ open letter mocking the design of American Airlines. I have to admire Mr. X’s tone, especially considering the derision that Curtis was all to willing to heap on the faceless design team at AA.com.

Also: I recommend reading Mr. X in the same voice as MISTER F.