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American Airlines Employees Earn Second-Quarter Customer Service Award

AA Awards $10.4 Million to Employees for Customer Experience Improvements in 2nd Quarter as part of Annual Incentive Plan; Total Cash Award Increases to $24.4 million for 2009 as Employees Continue to Satisfy Customers

FORT WORTH, Texas, Aug. 19 /PRNewswire-FirstCall/ -- American Airlines awarded $10.4 million to approximately 70,100 employees for helping the company achieve certain customer - satisfaction goals during the second quarter of 2009.

The payout is part of American's Annual Incentive Plan (AIP), which sets monthly customer-service targets for employees, who can earn up to $100 per month in incentive pay for achieving customer-satisfaction and on-time performance goals. Under the program, eligible employees have the potential to earn up to $1,200 for the year. The second-quarter AIP award, equal to an average of about $150 per eligible employee, appeared in employees' Aug. 14 paychecks.

Year-to-date, the company has awarded $24.4 million to frontline employees for achieving customer-satisfaction goals.

"We are working to run the very best airline we can for our customers," said Jeff Brundage, American's Senior Vice President - Human Resources. "Thanks to our people's dedication, their innovative ideas, and their passion for serving our customers, we've made progress in delivering an improved customer experience - and our customers are noticing."

During the second quarter of 2009, American's customer - satisfaction rating improved considerably as measured by the company's customer - satisfaction survey. During April, May and June, the company improved more than three points (on a 100-point scale) year over year for Overall Experience at the Airport and Overall Experience Onboard the Aircraft.

American's AIP measures, on a monthly basis, those activities that customers most care about, such as on-time performance, baggage handling, and professional courtesy. When American employees meet or exceed these goals, they are rewarded with a quarterly payout.

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)

AmericanAirlines® We know why you fly®

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The address is http://www.aa.com

SOURCE: American Airlines

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