American Airlines Employees Earn Fourth Quarter 2009 Award for Customer Service
FORT WORTH, Texas, Feb. 11 /PRNewswire-FirstCall/ -- American Airlines will award $10.3 million to approximately 70,000 frontline employees for surpassing company goals to provide a better experience for customers during the fourth quarter of 2009.
The Customer Experience Rewards payout is part of the company's Annual Incentive Plan (AIP), which rewards employees with up to $100 per month for exceeding goals in the areas of customer satisfaction and on-time performance. In 2009, American paid out more than $45 million for Customer Experience Rewards.
"Customer Experience Rewards are designed to focus employees on continuous improvement in the areas that matter most to our customers," said Jeff Brundage, American's Senior Vice President Human Resources. "Employees made great strides in 2009 delivering great customer service and it was reflected in how our customers judged our performance."
The Customer Experience Reward goals were based on the average performance of 2007 and 2008 for on-time departures and customer satisfaction at the airport, onboard the aircraft, as well as whether customers are likely to recommend American Airlines to others. When American employees exceed these monthly goals, they are rewarded with a Customer Experience payout.
Customers rated their experiences at the airport and onboard the aircraft almost five percentage points better in 2009 than in 2008. For example, American's flight attendants provided courteous and attentive service that our customers enjoyed, and they were judged positively in customer surveys. As a result, American exceeded Overall Onboard Experience goals every month in 2009.
"Earning our customers' loyalty is one of our key tenets of American's FlightPlan 2020," said Bob Reding, American's Executive Vice President Operations. "When employees are successful delivering the basics great customer service and on-time dependability not only are they rewarded with incentive pay, but customer loyalty increases and the company is more successful and ultimately profitable. We also like to put a smile on our customers' faces, and we clearly did more of that in 2009."
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