I was at the American check in counter when that adorable puppy was taken out of the under seat carrier and put in the HUGE hard sided carrier. The puppy was obviously very frightened and cried for a long time. It was heart breaking. I always use Continental for travel with my cat under the seat. My daughter's 6 pound dog visited us the same way and everything was handled very well. My plane to Dallas never arrived that same day and when it was canceled American basically put us all on the street in front of the airport as TS Alex was arriving in the city. It was really discouraging to see so many tourists being treated that way in Belize. I wonder how many will want to return.