TheCustomerExperience
AA.COM/AMERICANWAY
APRIL 15, 2012
69
Iamexcited tosay that in thecomingyear,many
improvements are in store for youwhen you fly
AmericanAirlines. In just the past fewmonths,
we’ve announced a host of new enhancements,
and we look forward to providing you with the
modern, high-qualityproductsandservices you
expectwhen travelingwithus.
Oneof thechanges I’menergizedabout ismy
new roleencompassingall of CustomerService
— fromReservations andAirport Operations to
In-Flight Service andBaggageHandling. Under
the newly reshaped structure, our singular fo-
cus will help us improve your personal experi-
enceasanAmericanAirlinescustomer.
In addition to my role overseeing how we
deliver customer service, we have a number
of new product and service enhancements in
store for you. We have new planes on the way,
andweareofferingmoreoptionswhen it comes
to choosing your seat.Wehavemoreentertain-
ment options onboard, and we are working on
moreways tokeepyouconnectedat30,000 feet.
We keep talking about our new planes be-
cause, quitesimply,weare just soexcitedabout
them. In fact, later this year, you will have the
opportunity toboardournewBoeing777-300ER.
As a global airline, it’s fitting that the very first
delivery of the state-of-the-art aircraft will fly
fromDallas/FortWorth toSãoPaulo.Withmood
lighting and a truly unique interior design, an
exciting atmosphere awaits onboard. Every
customer throughout the aircraft can enjoy
hundreds ofmovies, TV shows andaudio selec-
tions from their own personalmonitor, in addi-
tion to international Wi-Fi access — a first for
American’scustomers.
Our premium customers will have exclu-
sive access to awalk-up bar, fully stockedwith
drinksandsnacks.For thoseflying infirstclass,
you’ll see an updated version of our customer-
favoriteFlagshipSuiteseat that transforms into
a fully lie-flat bedwith drop-down armrests for
easier accessandmoresleepingspace.
In themain cabin, every customerwill finda
9-inch touch-screenmonitor completewith the
hundreds of entertainment options Imentioned
above.What’smore, the new 777-300swill fea-
ture American’sMainCabin Extra offering, giv-
ing customers in the first few rows of themain
cabin increased leg room.
This recently announced Main Cabin Extra
product will also be outfitted across our entire
mainlinefleet—not justonboardour777-300s—
including our future aircraft deliveries.With 4 to
6more inchesof legroom, ournewseatingprod-
uctwill allow you tostretch your legs. You’ll also
get priority boarding privileges, allowing you to
getonboardandsettled inyourseatsooner.Main
CabinExtrawillbecomplimentary toAAdvantage
Executive Platinum and AAdvantage Platinum
members,
one
world Emerald and Sapphire
members, andcustomerswhohavepurchaseda
full-fare economy-class ticket. AAdvantageGold
membersand
one
worldRubymemberswill also
have complimentary access toMainCabinExtra
seats throughDec. 31, 2013.Findmoredetailsat
In addition to our fleet plans, we remain
committed to providing a comfortable in-flight
experience complete with plenty of entertain-
ment optionswhile at the same time giving you
the ability to get work done. We were the very
first North American airline to launch in-flight
Wi-Fi service, and in keeping with the tradi-
tion as an industry leader, we continue our
plans to expand that offering. And for those of
you looking topass timewatchingmovies or TV
shows on any of yourWi-Fi-enabledflights, our
Entertainment on Demand offering allows you
to scroll through an in-flight library of more
than 100 movies and TV shows ranging from
classics to comedies. The service also provides
complimentary trailerssoyoucancatchasneak
peek before choosing and allows you to finish
themovieup to24hoursafter you land.
The customer experience will continue to
grow and evolve at American in the coming
months. Our goal is to give you more choices
so youcanbetter tailor yourexperience, andwe
hope you take advantage of all we have to of-
fer.Wealwayswant tohear from you, soplease
write towww.aa.com/customerrelations.
See you in theair soon!
Change
IsaGood
Thing
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CraigS. Kreeger
SeniorVicePresident –Customer
AmericanAirlines
Thefirst-classcabinonboard the777-300ERwill featureanupdatedandenhancedversionofAmerican’s
FlagshipSuiteseats.
