I actually just had a (surprisingly) pleasant experience today with AA at JFK:
I escorted some passengers to make sure they would get on their flight OK because their ticket was somewhat "complicated", they were on coach but they were wrongly directed to checkin are "1" which is for Business and 1st, once at the entrance they were waived in regardels of them saying that they were on coah, plus I was allowed to accompany them to the counter. Checked in with no lines and, best of all, they were allowed to take an additional bag for free, which they originally had in mind to pay, even though the agent originally mentioned the baggage restriction they later did nothing and checked everything in no problem.