I like the redesign quite a bit but #### - the copy was just whiny. "Recently, I had the horrific displeasure of booking a flight on your website, aa.com. The experience disturbed me so deeply that I vowed never to fly your airline again." Not one single human reading that sentence believes it. And I can guess that most people reading it had the same thoughts I did: "Oh give me a break... {closes page}". I did close the page and came back to the comments here at HN trying to figure out what this was about. After reading a couple of comments, I re-opened and saw the re-design and liked it. But I did close the tab after reading that sentence lol.

I also laughed when I read, "Your website is abusive to your customers..." No, it isn't; that's just more drama/hyperbole. As someone else said, thousands and thousands of people use that website every day and, in case he isn't aware, that site design has been around for at least two years. I've used it countless times and, while it will win no awards for usability or design, I can accomplish what I need without resorting to cursing generally.