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I am excited to say that in the coming year, many improvements are in store for you when you fly American Airlines. In just the past few months, we’ve announced a host of new enhancements, and we look forward to providing you with the modern, high-quality products and services you expect when traveling with us.
One of the changes I’m energized about is my new role encompassing all of Customer Service — from Reservations and Airport Operations to In-Flight Service and Baggage Handling. Under the newly reshaped structure, our singular focus will help us improve your personal experience as an American Airlines customer.

In addition to my role overseeing how we deliver customer service, we have a number of new product and service enhancements in store for you. We have new planes on the way, and we are offering more options when it comes to choosing your seat. We have more entertainment options onboard, and we are working on more ways to keep you connected at 30,000 feet.
We keep talking about our new planes because, quite simply, we are just so excited about them. In fact, later this year, you will have the opportunity to board our new Boeing ?777-300ER. As a global airline, it’s fitting that the very first delivery of the state-of-the-art aircraft will fly from Dallas/Fort Worth to São ?Paulo. With mood lighting and a truly unique interior design, an exciting atmosphere awaits onboard. Every customer throughout the aircraft can enjoy hundreds of movies, TV shows and audio selections from their own personal monitor, in addition to international Wi-Fi ?access — a first for ?American’s customers.

Our premium customers will have exclusive access to a walk-up bar, fully stocked with drinks and snacks. For those flying in first class, you’ll see an updated version of our customer-favorite Flagship Suite seat that transforms into a fully lie-flat bed with drop-down armrests for easier access and more sleeping space.

In the main cabin, every customer will find a 9-inch touch-screen monitor complete with the hundreds of entertainment options I mentioned above. What’s more, the new 777-300s will feature American’s Main Cabin Extra offering, giving customers in the first few rows of the main cabin increased leg room.

This recently announced Main Cabin Extra product will also be outfitted across our entire mainline fleet — not just onboard our 777-300s — including our future aircraft deliveries. With 4 to 6 more inches of legroom, our new seating product will allow you to stretch your legs. You’ll also get priority boarding privileges, allowing you to get onboard and settled in your seat sooner. Main Cabin Extra will be complimentary to AAdvantage? Executive Platinum and AAdvantage? Platinum members, oneworld Emerald and Sapphire members, and customers who have purchased a full-fare economy-class ticket. AAdvantage Gold members and oneworld Ruby members will also have complimentary access to Main Cabin Extra seats through Dec. 31, 2013. Find more details at www.aa.com/maincabinextra.

In addition to our fleet plans, we remain committed to providing a comfortable in-flight experience complete with plenty of entertainment options while at the same time giving you the ability to get work done. We were the very first North American airline to launch in-flight Wi-Fi service, and in keeping with the tradition as an industry leader, we continue our plans to expand that offering. And for those of you looking? to pass time watching movies or TV shows on any of your Wi-Fi-enabled flights, our Entertainment on Demand offering allows you to scroll through an in-flight library of more than 100 movies and TV shows ranging from classics to comedies. The service also provides complimentary trailers so you can catch a sneak peek before choosing and allows you to finish the movie up to 24 hours after you land.

The customer experience will continue to grow and evolve at American in the coming months. Our goal is to give you more choices so you can better tailor your experience, and we hope you take advantage of all we have to offer. We always want to hear from you, so please write to www.aa.com/customerrelations.

See you in the air soon!


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