He did say:

  Fire your entire design team, if you have one.
  Hire an outside design firm ... as quickly as possible.
  Your in-house team is obviously incapable of building a good experience.
  Get outside help. [1]

Then backpedaled [2] after he got a response outlining that he has no idea how large companies operate.

[1] http://www.dustincurtis.com/dear_american_airlines.html

[2] http://www.dustincurtis.com/dear_dustin_curtis.html