Latest news with #HeatherGarboden
Travel Weekly
3 days ago
- Business
- Travel Weekly
American Airlines adds international routes, including for soccer fans
American Airlines will begin one new Europe route next summer and bring back three dormant ones. It also will add or extend service between Dallas-Fort Worth and two international destinations specifically for the World Cup. American's first-time Europe service will connect Dallas with Athens daily on a summer-seasonal basis beginning May 21. From the East Coast, American will add daily, summer-seasonal flights between Philadelphia and Prague and between Philadelphia and Budapest, also on May 21. The airline last flew both routes in 2019, according to Cirium's flight-schedule data. Further south, American will connect Miami and Milan with daily, year-round flights starting March 29, resuming a route the airline operated until its suspension at the start of the pandemic. American is the only carrier scheduled to fly each of its new European routes. Philadelphia-Budapest is the only scheduled nonstop service for next summer from the U.S. to Hungary. All four routes will be operated with Boeing 787-8 Dreamliner aircraft. On the Record: AA chief customer officer Heather Garboden With the World Cup happening next year from June 11 to July 19 in the U.S., Mexico and Canada, American will add short-lasting service between Dallas and Zurich. Dallas Stadium in Arlington is a World Cup venue. Dallas-Zurich will operate from May 21 through Aug. 4 on Boeing 777-200 aircraft. No other carrier serves the route. American will also offer flights connecting Dallas with soccer-loving Argentina from May 21 to Aug. 3. The airline typically only flies Dallas-Buenos Aires during the winter. American will fly a 787 Dreamliner on the route.
Newsweek
31-07-2025
- Business
- Newsweek
Goodbye, Hard Seat: US Airlines Adding Luxe Mattress Pads to Flights
Based on facts, either observed and verified firsthand by the reporter, or reported and verified from knowledgeable sources. The fight for high-spending frequent flyers continues, and airlines are doing their best to appeal to them. Two U.S.-based airlines are jumping on the trend, adding mattress pads to their premium in-flight offerings. United Airlines already offers mattress pads, available on request, as part of its Polaris experience. "Our Business Class customers have been clamoring for the return of mattress pads and pajamas to complement the duvets, dual-sided pillows and slippers that help create an inviting and cozy atmosphere on those flights lasting 12-plus hours. American is committed to investing in an elevated customer experience and we know these amenities are key to ensuring our travelers not only enjoy their journey, but also arrive at their destination feeling cared for and well-rested," Heather Garboden, American Airlines' chief customer officer, told Newsweek. Delta AIr Lines Missoni-branded bedding for Delta One passengers. Delta AIr Lines Missoni-branded bedding for Delta One passengers. Delta AIr Lines Last year, American Airlines stopped issuing mattress pads to customers. This summer, the airline began reintroducing mattress pads and pajamas to Business class customers on widebody flights to the Middle East, India, Australia and New Zealand. Delta Air Lines tested mattress pads on ultra-long-haul flights in 2023 and has rolled them out en masse this year. The company offers them on international flights with Delta One seating, the most premium offering the company has. All flights with Delta One seating, domestic and international, will have mattress pads available by the end of 2025. "In travel, every moment matters – not just where you're going, but how you get there," said Mauricio Parise, vice president of brand experience, in a press release earlier this year. "We want you to savor your time in the air, which is why we are intentional about each detail of the customer experience to create a sense of home in every space, which is instantly elevated with Missoni's iconic, signature designs. Our new Missoni collection will help you arrive at your destination feeling refreshed and ready for the journey ahead." Ahead of the summer travel season, numerous airlines introduced new amenity kits for their high-end travelers in partnership with various brands including Missoni with Delta and Blackwood with American. United's latest take on the amenity kit, in partnership with Therabody, debuted late last year. Delta, United and American join international carriers including Qatar Airways, Etihad Airways and Turkish Airlines in offering mattress pads.
Forbes
22-06-2025
- Business
- Forbes
What Every Business Can Learn From American Airlines' New Customer Experience Board
In today's competitive market, loyalty comes from consistently delivering a positive, predictable ... More experience, especially in the airline industry. Great brands don't just react to customer expectations. They anticipate them. In today's competitive landscape, companies that win loyalty are the ones that consistently deliver a predictable positive experience. That's especially true in the airline industry, where every touchpoint, from booking a trip to baggage claim, can shape how passengers feel. That's why American Airlines' latest move to elevate the customer/passenger experience is such an important endeavor. American Airlines recently announced the formation of its Customer Experience Advisory Board, led by AA's chief customer officer, Heather Garboden. CX is now in the C-suite, with a new board that includes leaders from prominent brands such as Disney, Four Seasons, Marriott, Walmart and others. These are brands that have a reputation for knowing how to design and meet customer expectations. Bringing in CX perspectives from other brands outside the airline industry is a smart and progressive move by American. When companies look outside their industry to learn how to create the best customer experience, they are moving from a goal of being best-in-class to achieving world-class status. I've been a member of the AA frequent flier and loyalty programs since the 1980s and currently hold its highest-tier recognition for top customers. Having flown millions of miles to destinations throughout the world to speak at business conferences gives me firsthand experience of the good, the bad and the ugly of airline travel (all airlines). Many factors affect air travel, and some issues are outside the airline's control. But, that doesn't mean they can't take action to mitigate any damage to their relationship with a passenger. These efforts can allow the airline to shine. And then there are the on-ground and in-flight experiences. Everything from making a reservation, checking in for the flight, checking bags, boarding, being taken care of on the flight, retrieving luggage and any other 'touch point' is an opportunity to prove the passenger made the right choice. This is where an advisory board made up of experts outside the airline industry, such as the team American Airlines has assembled, can identify ways to enhance the traditional experience that the airline may not have considered. 'We want to do right by our customers and a critical piece of that requires gathering as much data and insights as possible—from those who fly with us, those who don't and those who have spent their lives honing their expertise in the field of customer experience,' said Garboden. 'We've already learned so much from our new board members and are eager to put some of their suggestions and best practices into place, understanding that the needs of our customers are at the center of everything we do as an airline.' Why This Matters (Even if You're Not in the Airline Industry) Customer service is not a department. CX is more than an initiative. It must be baked into the culture of a company, from the front line to the C-suite, and into the digital tools customers and employees use. What American Airlines is doing by forming this board is what every customer-centric organization should be doing: The airline industry is complex. Safety is the highest priority. On-time performance creates confidence, and a lack of it destroys confidence. The way employees treat passengers either bonds them to the airline or gives them a reason to try the competition on their next trip. It takes a combination of operational excellence and first-class service/experience to drive repeat business. What I Hope the Board Considers Based on my experiences working with hundreds of companies across different industries, I hope the CX advisory board focuses on at least three areas: Final Thoughts I've flown American Airlines for decades, and selfishly, I want the best experience possible. It's easy to create a great experience when things go well. But sometimes, the best experiences happen when things aren't going so well. In other words: The American Airlines Customer Experience Advisory Board will help identify areas for improvement. This is a bold step that will elevate their customer experience. From the moment a customer decides to take a trip on American Airlines until they pick up their luggage at the baggage carousel, the goal is to create an experience that gets customers to say, 'I'll be back!'
Condé Nast Traveler
02-06-2025
- Business
- Condé Nast Traveler
American Airlines' New Business Class Suites Start Flying This Week—Here's What to Expect
American Airlines has officially unveiled a brand-new aircraft complete with its new Flagship business class seats fitted with privacy doors. On June 5, the first flight on board the new plane will take off from Chicago to Los Angeles, followed by another from Chicago to London Heathrow later that day. This Boeing 787-9P Dreamliner is the first of 30 planes coming to the airline's fleet—a notable step-up in American's effort to compete for top-paying premium customers against primary rivals Delta and United. Heather Garboden, American's chief customer officer, says, 'every aspect of our new 787-9P is designed to feel premium in nature.' (In fact, the 'P' in the aircraft name stands for premium.) At a recent showcase in Dallas, American unveiled a first look at the new premium Boeing 787-9 aircraft, including the highly anticipated Flagship Suite business class seats, plus redesigned Premium Economy and Main Cabin seats. Here's what to expect on board the new planes and where they will be flying. Business class The business class cabin of this aircraft showcases a new 'Flagship Suite' for American, a seat unlike anything the airline has ever offered before. With 51 seats, the cabin appears packed, but the attention to design detail is high. Each seat is fully cocooned behind side walls and a sturdy door that slides closed for maximum privacy (a first for American). There is one seat by the window on either side of the plane and a pair of seats in the center (with a slide-out divider that can separate you from your seatmate). The 21-inch-wide, 79-inch-long seats recline fully flat and can alternate positions (upright to reclining lounge chair to bedtime) at the touch of a button. In a first for any US carrier, the seat has been designed so that passengers can recline into flat-bed mode and then slide their body up to the headrest to sit up against the suite wall. This gives you twice as much legroom and feels as if you are sitting in a chaise lounge. American had to undergo special certification to offer this capability and even patented a second seatbelt specifically for this function. Then there are the smaller details, like special compartments to store water bottles, eyeglasses, and other items like jewelry, all illuminated by sconce lighting. Even the lavatories feature playful, cosmetic touches such as cloud photography wallpaper on one side. For charging up your devices, there are both wireless and USB-C connectivity options—no need to jostle over outlet space here. High-definition TV screens measure 17.5 inches wide and come with an impressive amount of entertainment content. Struggle to fall asleep on red-eye flights? Nest-branded bedding and slippers await at each suite, and with the ability to slide the suite door closed, less commotion in the aisle can help improve in-flight sleep quality. For those who run hot, the pillow and duvet have a cool-touch fabric on one side.
Yahoo
02-06-2025
- Business
- Yahoo
American Airlines Announces Big TSA Change for Select Travelers
In late May, American Airlines announced a major change at Philadelphia International Airport. Those traveling through the popular airport will now "have a 25,000-square-foot oasis awaiting them in the A-West Terminal," as the airlines debuts two new lounges just before Memorial Day on May 22. The lounges are open to eligible AAdvantage members, qualifying OneWorld members and customers traveling in premium cabins on qualifying same-day flights, according to the announcement. Just a week later, American Airlines announced another big change for AAdvantage members at four major airports across the country. Starting May 29, AAdvantage members traveling through Ronald Reagan Washington National Airport, LaGuardia Airport, Hartsfield-Jackson Atlanta International Airport and Salt Lake City International Airport will be eligible to enjoy a streamlined process at Transportation Security Administration (TSA) airport security checkpoints through TSA PreCheck Touchless ID. 'We're examining every aspect of the customer experience,' Heather Garboden, American's Chief Customer Officer said in a statement. 'TSA Precheck Touchless ID helps streamline our customers' travel experience and makes travel with us even more enjoyable. We look forward to it becoming available to even more customers in the coming months.' This program provides eligible members who choose to participate with the ability to move through security with ease at select airports. American Airlines described the new technology: "After an identity match compares a customer's image to photos they previously provided to the government, such as those in a passport, Global Entry or a visa card, the customer will be able to move through security faster with ease." Expansion will continue at airports across the system in the coming months in close collaboration with TSA, with a focus on hub Airlines Announces Big TSA Change for Select Travelers first appeared on Men's Journal on Jun 2, 2025
