American Airlines Employees Earn $150 Each for Third-Quarter Customer Service Improvements
FORT WORTH, Texas, Nov. 13 /PRNewswire-FirstCall/ -- American Airlines will award $10.6 million to approximately 71,000 employees - or an average of about $150 per eligible employee - for helping the company achieve certain customer satisfaction goals during the third quarter 2009. The award will appear in employees' Nov. 13 paychecks.
The Customer Experience Reward payout is part of American's Annual Incentive Plan (AIP). The plan establishes monthly customer service targets through which American's employees can earn up to $100 per month in incentive pay for achieving customer-satisfaction and on-time performance goals. Under the program, eligible employees each have the potential to earn up to $1,200 for the year.
Year-to-date, American has awarded $35.1 million to its frontline employees for achieving customer satisfaction goals.
"The improvement in our customer service scores are a reflection of each employee's efforts to ensure that we are a competitive and customer-focused airline," said Jeff Brundage, American's Senior Vice President - Human Resources.
American's AIP Customer Experience Reward goals are based on the average of the previous two years (2007 and 2008) for on-time performance and customer satisfaction including: customer experience at the airport; customer experience onboard the aircraft; and for customers most likely to recommend AA to others. In September, customer experience at the airport and onboard the aircraft improved by seven percentage points over the previous year.
AIP measures those activities American's customers care most about, such as on-time performance, baggage handling and courtesy. When AA employees meet or exceed targets for monthly goals, they are rewarded with an AIP payout.
"It's gratifying to know that - when our customers come into direct contact with our front-line team members including pilots, flight attendants and those at the ticket counter or gate - there is a concerted effort by everyone at American Airlines to ensure each and every customer has a safe, reliable and pleasant journey," said Bob Reding, American's Executive Vice President - Operations.
About American Airlines
American Airlines, American Eagle and AmericanConnection® serve 250 cities in 40 countries with, on average, more than 3,400 daily flights. The combined network fleet numbers more than 900 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 more than 130 countries and territories. American Airlines, Inc. and American Eagle Airlines, Inc. are subsidiaries of AMR Corporation. AmericanAirlines, American Eagle, AmericanConnection, AA.com, We know why you fly and AAdvantage are registered trademarks of American Airlines, Inc. (NYSE: AMR)
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SOURCE: American Airlines
Web site: http://www.aa.com/