Front desk was not friendly. Accurate directions for 2nd parking location was not given at checkin. Had to go back to front desk to find out where else to park because 1st location was full. On return, we were told that we had to go upstairs to gate 17 to get shuttle to pick us up or else we would have to wait a long time. I requested that the driver come back through arrivals before he left airport and was told impossible. When I called, I told front desk that we were at American, Location 1, he told me there were gate locations. I just followed the directions you supplied in writing for pickup when I checked in for parking. Employees need to be better informed, as service is the key to success. Thank you.