it turns out that american airlines has adopted a branding and marketing approach that respectfully should be called misguided and honestly can be called stupid.
take a look at AA/women, AA/rainbow, and the enigmatically named BlackAtlas, which is described as the "passport to the black experience." when an AA web designer offered an explanation, he was promptly fired.
i would love to learn on what basis AA decided that their branding and marketing approach should be effective? and if there is some unexpected rationale, how they concluded that they should adopt it in such a ridiculous form?
personally, if looking for a divide between branding and customer experience, it has never been wider than at AA, which i dislike every time i have to fly them.