American Airlines Employees Recognized for Improved Customer Service

FORT WORTH, Texas, Nov. 10, 2011 /PRNewswire/ -- American Airlines today recognizes employees around the airline's network for improved customer experience and innovative problem solving for the third quarter 2011. Employees at Ronald Reagan Washington National Airport (DCA), Detroit Metropolitan Wayne County Airport (DTW), Hawaii's Kona International Airport (KOA), London Heathrow Airport (LHR) and Puerto Vallarta's Gustavo Diaz Ordaz International Airport (PVR) celebrate customer service victories as the airline announces its winners of the quarterly "Customer Cup" program.

"The Customer Cup was created in an effort to build some friendly competition across our 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 recognize five airports each quarter that make measureable improvements in the areas that matter most to our customers."

Customer Cup awards are categorized by market size from largest to smallest stations 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 who contribute earn network bragging rights and a party in their honor for working hard to improve the airline's customer service rankings.

This quarter's Cup marks the first win for employees at DCA, KOA, PVR and LHR. Each station improved in a number of important areas including management in the event of delays and aircraft cleanliness. DTW, one of the first Customer Cup winners in 2008, takes home the Cup for the second time due to significant improvement in boarding efficiency and the overall travel experience for American's customers flying into and out of Detroit.

"The Cup is part of our broader focus on improving the experience for customers and 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 3,400 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. (NYSE: AMR).

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

SOURCE American Airlines

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