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American Airlines Employees Recognized for Excellence in Customer Service

Ronald Reagan Washington National Airport, LaGuardia Airport, Salt Lake City International Airport, Louisville International Airport and Sangster International Airport in Montego Bay, Jamaica, Chosen as American's "Customer Cup" Winners

FORT WORTH, Texas, Feb. 8, 2012 /PRNewswire/ -- American Airlines is recognizing its employees around the airline's network for excellence in customer service, specifically measured by improved customer experience and innovative problem solving for the fourth quarter 2011.

Employees at Ronald Reagan Washington National Airport (DCA), LaGuardia Airport (LGA), Salt Lake City International Airport (SLC), Louisville International Airport (SDF) and Sangster International Airport in Montego Bay, Jamaica (MBJ), are being recognized today for their customer service efforts as the airline announces its winners of the quarterly "Customer Cup" program.

"American's Customer Cup builds friendly competition across our employee network, while at the same time encouraging our stations to focus on improving processes, projects and interactions to deliver a better customer experience," said Mark Mitchell, American's Managing Director – Customer Experience. "We continue to raise the bar on delivering quality customer service by recognizing five airports each quarter that make measurable improvements in the areas that matter most to our customers."

Customer Cup awards are categorized by market size from largest to smallest according to flight activity. The award recognizes five stations for their performance in serving customers at the airport across six touch points including gate interactions, the boarding experience, delays and delay management, onboard interactions, baggage handling and baggage resolution. Employees at winning stations earn network bragging rights and a recognition event in their honor for working hard to improve the airline's customer service rankings.

Each station showed significant improvements in a number of important areas. This quarter's Cup marks:

  • The second consecutive win for employees at DCA who implemented new procedures at the gate and on the ramp that made a difference in checked bag delivery for both the third and fourth quarters of 2011.
  • A second win in the program's history for employees at SDF who made significant improvements in baggage delivery performance.
  • A third Cup win for LGA where employees improved communications between airport groups that lead to a better overall travel experience for American's customers flying into and out of New York.
  • The first win for MBJ and SLC where employees improved metrics in the management of delays and the overall travel experience for customers.

"The Customer Cup is part of our broader commitment to improve the experience for customers, while at the same time, an opportunity to recognize our hard-working employees," Mitchell added.

 

About American Airlines

American Airlines, American Eagle and the AmericanConnection® carrier serve 260 airports in more than 50 countries and territories with, on average, more than 3,300 daily flights. The combined network fleet numbers more than 900 aircraft. American's award-winning website, 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 and members-elect serve more than 900 destinations with more than 10,000 daily flights to 149 countries and territories. American Airlines, Inc. and American Eagle Airlines, Inc. are subsidiaries of AMR Corporation. AmericanAirlines, American Eagle, AmericanConnection, AA.com, and AAdvantage are trademarks of American Airlines, Inc. AMR Corporation common stock trades under the symbol "AAMRQ" on the OTCQB marketplace, operated by OTC Markets Group.

AMR Corporation, and certain of its United States-based subsidiaries, including American Airlines, Inc. and AMR Eagle Holding Corporation, on Nov. 29 filed voluntary petitions for Chapter 11 reorganization in the U.S. Bankruptcy Court for the Southern District of New York. More information about the Chapter 11 filing is available on the Internet at http://aa.com/restructuring.

Current AMR Corp. news releases can be accessed at http://www.aa.com

SOURCE American Airlines

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