116 AMERICANWAY
MAY 15 2007
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POBox619612,MD2400
DFWAirport, TX75261-9612
A team of AmericanAirlines employees recently helped
the Museum of Nature and Science in Dallas redesign
its traffic-flow plans to provide better customer service
and toaccommodatemore visitors.
Needing assistance in handling the overwhelming number of visitors to its blockbuster exhibit Body
Worlds: The Anatomical Exhibition of Real Human Bodies, themuseum reviewed its board-of-directors
list to find partners whomight be able to assist. American Airlines stood out as a quality company with
significant operational experience. Themuseum’s CEO, Nicole Small, then contacted American, which
tapped itsOperationsResearchandDecisionSupportdivision—adepartmentwithexpertise in improving
processesandaddressingoperational issues— forhelpwith themuseum’schallenge. AAwasmore than
up to the task. “Wedealwith this typeof operational challengeall the time,”saysOnderKivanc, anopera-
tions research senior analyst in thedepartment.
“We went there on a day when big crowds were expected and saw the operation,” says Tassio
Carvalho, anoperations researchmanager. “Theyweredoinga very good jobwithin the limitations
of their facility, butwe saw someareaswherewe couldmake suggestions.”
Carvalho and Kivanc took their observations to a team of operations-research colleagues at
American todiscussways to redesign the trafficflow for themuseum. Anumber of the team’s rec-
ommendationshavebeen successfully implementedby themuseum.
”Tassio Carvalho andOnder Kivanc could not have beenmore helpful,” says Small. “Their sug-
gestionswerea critical component to improving levelsof customer satisfactionand trafficflow.”
ThereforYou
OurEmployeesGo theExtraMile
TassioCarvalhoandOnderKivanc
NewAAdvantageBooking
Tool atAA.com
American’snewAAdvantage
booking tool has features
that provideAAdvantage
memberswith virtually all of
the information they’ll need
when theywant to redeem
AAdvantageawards.
Toaccess thenewbook-
ing tool, visitors toAA.com
simply clickon theRedeem
AAdvantageMiles linkon
theAA.comhomepage. Af-
ter entering their desired
destinationanddatesof
travel, customers thenhave
theoptionof searching for
award-seat availability either
by afirmdateor over a four-
weekperiod.
Color-coded calendars let
customers select the typeof
AAdvantageaward theywish
to redeemand theneasily
seewhichdatesareavailable
for eachof theaward levels.
AAdvantagememberswho
log inwill see thenumber
of AAdvantagemiles in their
account that areavailable for
redemption,making it easy
todeterminewhichaward
levels they areeligible for.
AAExpeditesBusiness-
ClassEntertainment on
767-300Aircraft
AmericanAirlines isoffering
personal videoandaudio
entertainment devices in the
BusinessClass cabinsonall
of itsBoeing767-300aircraft.
Theportableentertain-
ment devices featurea10.6-
inchmonitor, allowing for
hands-free viewingor place-
ment inaparticular location.
Customerswill also receive
Bose
®
QuietComfort
®
3
AcousticNoiseCancelling
®
headphones. The system
offersup to14 featurefilms,
up to15hoursof preloaded
televisionandnewspro-
grams, 50musicCDs, 10
to15music videos, 14AA-
brandedaudio channels,
headlinenews, andgames.
Languageoptions vary by
market andaircraft and can
includeEnglish, Spanish,
Portuguese, French, German,
and Italian.
The767sareoperatedon
most of AA’s transatlantic
services, aswell ason select
routesflownwith the767
aircraft in theUnitedStates
and to/fromLatinAmerica.
NewsYouCanUse
AmericanAirlines isofferingpersonalvideoand
audioentertainmentdevices in theBusinessClass
cabinsonallof itsBoeing767-300aircraft.
