Generally, American Airlines does a decent job, but not this time! My fiancé was flying home to Portland from Hermosillo. American Airlines sent him an email saying to be at the airport 3 hours early, so we were. The only problem: the ticket counter doesn't open for check in until 2 hours before a flight.
The flight appeared to be full of hunters. They had a lot of luggage, including their rifles. My fiancé checked his bag and confirmed where he would do customs. Another problem: they never loaded his bag on the flight! When he got to Phoenix to change plans, the American Airlines customer service told him the bag would be on the next flight to Phoenix, then on to Portland. Following that, it would be delivered to the Oregon coast where he lives (1 1/2 hours from the Portland airport). Since they couldn't provide his luggage and he had to stay the night in Portland to drive home the following day (due to the late hour), he asked for an overnight package with a toothbrush, toothpaste, etc. - the basic needs) No. They couldn't provide that.
Now he's home and it's 3 days later and after numerous calls to the American Airlines customer service line (with o answer and no return calls), and his bag is still in Hermosillo Mexico with no clear answer as to when it will arrive at his home! Very frustrating!