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American Airlines forms advisory board focused on enhancing customer experience

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American Airlines forms advisory board focused on enhancing customer experience
Policy
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Heather Garboden American Airlines Chief Customer Officer | LinkedIn

American Airlines has announced the formation of a new Customer Experience Advisory Board. This board is tasked with guiding the airline's efforts to enhance the flying experience for its passengers. The advisory board comprises industry experts Craig Reid from Four Seasons, Carol Campbell from The Walt Disney Company, and Lauren Chewning from Marriott. They will collaborate with Bill Fitzgerald and Chris Sultemeier to provide insights to American Airlines' Chief Operating Officer David Seymour, Chief Strategy Officer Steve Johnson, and Heather Garboden.

Earlier this year, American Airlines appointed its first Chief Customer Officer as part of its strategy to transform into a luxury brand. The airline is preparing for what it anticipates will be a record-breaking summer travel season by upgrading various aspects of its operations. From May 16 to September 2, American plans to operate nearly 715,000 flights, averaging about five flights per minute during peak times.

David Seymour stated: “American is once again ready for the summer travel season thanks to the more than 130,000 American team members who make our airline safely move every day. We’re set to operate the largest schedules ever at many of our hub airports and have been hard at work for months to ensure our people, aircraft, facilities and technology will deliver for our customers.”

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The new advisory board brings over 90 years of combined experience in hospitality and customer insights. Lauren Chewning aims to leverage data at Marriott to boost revenue and customer loyalty across multiple brands. Craig Reid expanded Auberge Resorts Collection's luxury portfolio significantly after his tenure at Four Seasons. Carol Campbell now serves as SVP and Chief Experience Officer at Ascension after two decades with Walt Disney.

Heather Garboden emphasized: “Caring for our customers is at the heart of everything we do, and we know expectations are high when customers are traveling for their hard-earned summer vacations. Whether it’s our redesigned app, improvements to our boarding process or other new technology across the operation we are excited for customers to have a new and improved experience traveling with us this summer.”

Additionally, American Airlines is testing technology aimed at optimizing flight departures for connecting passengers who might otherwise miss their connections at Dallas/Fort Worth International Airport (DFW). These tests may extend to other hubs like Charlotte in North Carolina over the summer. Recent enhancements include an updated app, extended domestic boarding times, expedited international transit processes, a new Flagship Lounge in Philadelphia International Airport (PHL), and Flagship Suites on Boeing 787-9 aircraft.

Organizations Included in this History
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