Dear American Airlines,
I would like to inform you that I get angry every time I have to pay you extra to check a bag. I would have no problem with fees for a second checked bag (although Southwest Airlines does allow me to check two bags at no charge!), but a fee for the first piece of luggage is extortion.
Why not just make the ticket cost $15 more? Then I would only have one receipt to track, and not get so dang annoyed each time I fly with your company.
Maybe I am the only person in the world who feels this way. Maybe you don't mind that I pick Southwest Airlines first when the schedule and destination allow. But have you ever thought that that little perky upstart airline from the 1970s actually figured out the nuts and bolts of customer service, and thus there is a reason for their success? Rather than just doing everything that Delta and Continental do in lockstep, maybe you should copy the airline that is winning in this game!
PS- I know first hand that Southwest Airlines monitors blogs and Twitter to see what people are saying about them. And they respond and show that they hear the people out there who are making noise. I know that at SWA important things from the blogospher and Twitterville get passed all the way up the chain to the management. I do not know if that happens at American Airlines.