Tried to pay for upgraded seats online, system buffered 5-10 minutes. When I went out of system and tried again, one of the 2 seats was gone. Called (another nightmare itself) and the person said card hadn't gone through and took my information for me to get 2 seats that weren't together. My wife sat next to one of the seats that had supposedly been sold, and the person there and one on the other side of her both were standby - so those seats had not been sold. To add insult to injury, my card got charged for the first go-around of 2 seats and the second go-around with the live person. So got charged for 4 seats - one of which was the same seat twice! AA staff very unhelpful, flight awful - we seriously will NEVER fly American again.