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This year, we’ve made a number of changes at American Airlines to make our customers’ experience better, and we’re proud to be among the industry leaders in a number of areas — from technology and mobility to in-flight amenities for our premium cabins, such as new menu items and award-winning wines.

We made decisions in 2011 that we believe will better your experience, and we look forward to more improvements in 2012. In July, American placed the largest aircraft order in aviation history, striking landmark agreements with Boeing and Airbus that will eventually add 460 new aircraft to our fleet, making it the youngest fleet of any U.S. airline over the next five years. We also began taking delivery of our first Boeing 737-800 aircraft that has the Boeing Sky Interior — a new and innovative interior that offers larger overhead bins, new seats and new lighting features. We made a lot of progress in our fleet-renewal plans this year, plans which are sure to enhance your travel experience across our network in the near future.

No matter where you’re going or what time of day you’re traveling, we know staying both connected and entertained is key. American’s suite of mobile offerings makes the airline accessible on more devices and through more channels than any other carrier, underscoring this commitment to keeping customers connected while they’re on the go. In addition to our popular apps for the iPhone and iPad, this year we added mobile apps for Android, Blackberry, Windows Phone, Barnes & Noble’s NOOK Color Reader and the Amazon Kindle Fire. These apps ensure ease and convenience throughout the travel experience by putting proactive notifications, mobile boarding passes, parking reminders and other important information at our customers’ fingertips — and all of these features are included in the easy-to-use app. With products like these, we continue to focus on the integral steps we need to take to modernize the travel experience and offer you, our customer, top-notch connectivity options.

We believe that our customers should have access to the same technologies and entertainment in flight that they enjoy on the ground. With this in mind, not only did we continue to install Wi-Fi across our domestic fleet this year, we were also the first airline to offer in-flight streaming video on transcontinental flights. Our Entertainment on Demand now allows our customers to wirelessly stream hundreds of movies and television shows straight to their laptops. For more information on our new service, visit AA.com/EntertainmentonDemand. In 2011, we also became the first North American airline to offer complimentary branded tablets — Samsung Galaxy 10.1 Tablets — in the premium cabins of select transcontinental and international flights, including those to Europe and South America.

In addition, we’ve put a renewed focus on our food and beverage offerings in-flight. This year we welcomed acclaimed chefs Richard Sandoval and Marcus Samuelsson to American’s culinary team and worked to develop menu items for both premium-class and main cabins that cater to our customers’ tastes. Take a look at our dining options, including food-for-sale selections, at AA.com/Dining.

We rolled out a new suite of amenities for our customers traveling in first or business class between the U.S. and Europe, Asia,
India and on 777 or 767 aircraft to South America. Customers will now find new slippers, a new lighter duvet and new amenity kits with
Dermalogica skin-care products and other travel essentials. First-class customers traveling internationally on a Boeing 777 will also see an added lightweight day blanket and new turndown service, complete with a quilted bed topper and comfortable pajamas.

With all of these changes to the onboard experience, we still understand that where we fly remains the most fundamental aspect of your travel plans. For that reason, we focused on expanding our network in 2011, adding new routes like Los Angeles-to-Shanghai and Chicago-to-Helsinki while also deepening our relationships with our oneworld partners.

American will continue to lead the way in 2012 with new products designed to add value to your travel experience. I am excited for what’s in store, and I look forward to being able to share that with you in the new year. Keep up with all we’ll introduce next year by following us on
Facebook.com/AA or on Twitter (@AmericanAir).

As always, if you have any questions or concerns, please write to us by going to www.aa.com/customerrelations.

Happy New Year!


Craig S. Kreeger
Senior Vice President – Customer Experience
American Airlines