In the Sunday Review, the novelist Gary Shteyngart writes about a terrible airline experience he had recently. His piece begins, "You, American Airlines, should no longer be flying across the Atlantic." What companies do you feel passionately about as a consumer - either because you hate them or because you love them? Here is how Mr. Shteyngart's piece, "A Trans-Atlantic Trip Turns Kafkaesque," begins: You, American Airlines, should no longer be flying across the Atlantic. And your employees have clearly lost interest in the endeavor. Like the country whose name graces the hulls of your flying ships, you are exhausted and shorn of purpose. You need to stop. Flight 121 from Paris to New York began on a clear autumn afternoon. It ended over 30 hours later. For those of us without miles, it is probably still going. The initial delay was a mere hour or two. Some were told that our aircraft possessed faulty tires and brakes. Others were told that the crew could not find their way in from Paris. Neither scenario was particularly encouraging. The aircraft was indeed an interesting one. One of the overhead baggage compartments was held together with masking tape. Halfway across the Atlantic you decided to turn Flight 121 back because your altimeter wasn't working. Some of us were worried for our safety, but your employees mostly shrugged as if to say, Ah, there goes that altimeter again. Students: Tell us about a terrible, or wonderful, consumer experience you have had, or about a company you have come to loathe or love through repeated experiences. Tell a story: what makes this company, or this experience, particularly notable for you? What did you do about your experience (s)? Did you write the company an e-mail? Complain, or compliment, someone there in person? If you could write a letter to this company, what would you say?