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If you’re a regular American Airlines customer, I hope you’ve noticed what we’ve been doing to improve your experience with our airline. Our promise of what’s to come — with our wide-body-retrofit plans and our future Airbus and Boeing narrow-body deliveries — is invigorating and exciting to our customers and to our people. The reorganization process, while certainly challenging, has helped streamline our operations and functions. At American, we are committed to delivering a quality customer- experience whether you’re a frequent flier with us or a once-a-year -traveler. And what’s more, our customer-satisfaction ratings are continuing to improve, indicating that we are making progress.

While there is still much to be done, I am particularly excited to see this momentum continue to build as the new American takes shape.

Your Complete Experience
We’re hearing that you appreciate the many ways we offer for you to stay connected with us, everything from our mobile boarding tools, Self Check-In kiosks and ticket agents to offer assistance at the airport to booking on AA.com or checking your AAdvantage miles from your smartphone app. We also know it’s important that you have choices to stay connected while you’re in the air with us. We are making great progress with our Wi-Fi installations; right now, 75 percent of our domestic fleet is installed with in-flight Internet, and 91 percent of this fleet will be complete by year’s end. We are also looking forward to offering you international Wi-Fi service in the near future, beginning with our wide-body aircraft deliveries on tap for the end of this year. As we keep working to introduce more technologies to better your experience and new offerings to equip our people with the best tools out there, we hope you will continue letting us connect you to friends, family and co-workers.

On the Ground
We know you’re not just concerned with what’s available at the airport or what’s offered at 35,000 feet. We know that ultimately, your business with us is dependent on getting you from point A to point B — on time and with little stress. Work groups across American are focused on improvements in several key areas, including boarding processes; information delivery at the gate; and, most notably, efficient handling of delays. While we cannot always predict weather or airport issues that are out of our control, all of our people, from ramp crews to baggage-delivery teams, are working hard every day to improve our performance.

In the Air
As I mentioned above, we have shared a number of new details lately that are all part of our plans toward building a younger fleet. In fact, in just a few short months, we will be excited to welcome one of the newest — and most anticipated — members of our new fleet: the Boeing 777-300ER. With state-of-the-art amenities and improved fuel efficiency, it is a tangible example for you to see we’re making progress. There are exciting things going on at American right now, and I encourage you to stay tuned in the months ahead. In the meantime, if you want to share in the excitement of what’s to come with our aircraft, please visit www.aa.com/newplanes and take a virtual tour of the modern interiors of our Boeing 777-300ERs and our new Airbus A321T deliveries.

As our company continues to evolve, we are all set on one thing, and that is delivering a quality experience so you’ll come fly with us again.

As always, check us out at Facebook.com/AA and on Twitter @AmericanAir, where you can get updates on all of this and much more about American in real time.

Safe travels!

Craig S. Kreeger
Senior Vice President – Customer
American Airlines