(apologies if this has been posted before - I didn't find it in the
Start here: http://dustincurtis.com/incompetence.html
It's a story about user experience and American Airlines, both in the
real world and their online presence. The main blog post links back
to Curtis' original complaint about AA's horrid user experience, and
to a response he received from an Interaction Designer inside the
company. Who was then outed and fired.
At heart it's a small story about fitting user experience into a (big)
corporate culture. Or not.