American Airlines Creates Leadership Position to Oversee the Overall Customer Experience
American Airlines is further demonstrating its commitment to ensure a better overall experience for customers today by naming Mark Mitchell to the new position of Managing Director - Customer Experience, effective immediately.
Mitchell, the Managing Director - Operations for American at Los Angeles International Airport since mid-2006, will be responsible for a team that will integrate new customer-focused programs, processes, systems, products, services and other enhancements designed to improve the overall experience for American Airlines passengers worldwide.
"We've taken a great number of steps in recent years at American Airlines to improve the customer experience," said Dan Garton, Executive Vice President - Marketing at American Airlines. "For example, we've simplified fare structures. We provide a new, robust booking tool on AA.com for customers who prefer to make travel plans online. We have easier-to-use phone reservation systems. We offer greater comfort for Business and First Class passengers. We're upgrading our in-flight entertainment technology. We will soon be testing onboard connectivity to the Internet on transcontinental flights. Our lounges are the best in the industry.
"Our customer value proposition, however, becomes increasingly more complex each day. Customers continue to tell us that we need to do a better job on all fronts or they will take their business elsewhere. So, with this appointment, Mark Mitchell and his new team will strive to ensure that -- no matter how small or large the business task -- we remain completely focused on delivering what customers value."
American Airlines employees in various locations and work groups already have embarked upon initiatives to:
-- Control ground delays and better inform customers when unexpected delays occur;
-- Smoothly and more efficiently process customers when boarding aircraft;
-- Improve interactions with customers;
-- Clean and maintain the general condition of aircraft interiors; and
-- Efficiently handle baggage and quickly resolve issues with misplaced or misdirected bags.
In addition to his most recent stint at Los Angeles International Airport, Mitchell brings to his new position several years experience in airport operations at American's headquarters unit, in American Eagle's northeast region, and at New York's LaGuardia Airport. Those experiences will prove beneficial in overseeing the implementation of customer experience activities that already are under way, the launch of new customer experience initiatives, customer research, tracking of results, and cross-functional improvements being made to American's product and service mix.
Mitchell graduated from Purdue University with a degree in Industrial Engineering. He and his wife, Michelle, have two daughters, Makayla and Mallory.
About American Airlines
American Airlines is the world's largest airline. American, American Eagle and the AmericanConnection® airlines serve 250 cities in over 40 countries with more than 4,000 daily flights. The combined network fleet numbers more than 1,000 aircraft. American's award-winning Web site, AA.com, provides users with easy access to check and book fares, plus personalized news, information and travel offers. American Airlines is a founding member of the oneworld® Alliance, which brings together some of the best and biggest names in the airline business, enabling them to offer their customers more services and benefits than any airline can provide on its own. Together, its members serve nearly 700 destinations in over 140 countries and territories. American Airlines, Inc. and American Eagle Airlines, Inc. are subsidiaries of AMR Corporation. AmericanAirlines, American Eagle, the AmericanConnection® airlines, AA.com and AAdvantage are registered trademarks of American Airlines, Inc.
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SOURCE: American Airlines, Inc.
CONTACT: Charley Wilson, Corporate Communications of American Airlines,
Web site: http://www.aa.com/