Senior Vice President, Global Sales
Validating The Trust
I feel strongly about American and the great people I work with every day. Everyone is honest about where we are and where we need to go, focusing on getting it right for our team members and customers. As a new leader, it was imperative that I meet with every Sales division and key customers to understand the hurdles they face and how best to support them so we are the easiest organization to do business with. For me, trust started from day one: I had to validate the trust my team placed in me to be an engaged leader who will provide them with the tools for success. One of the things that stemmed from that is hiring more than 130 new sales associates globally so that our team – and consequently our customers – is 100% supported.
American’s mission is clear: to validate the trust placed in us by our team members, customers and investors. This is fundamental to becoming the world’s greatest airline – if our team members trust us to take care of them, they will take care of our customers, ultimately delivering a return for our investors.
There is a correlation between our team and the quality of experience we provide our customers, which is why this regeneration starts from within. In recent months, we gave flight attendants and pilots pay raises outside of contract negotiations, paid out a newly-reinstituted profit-sharing program, and introduced the first paid maternity leave among domestic airlines.
Since customers have many choices when they travel, appreciated employees who deliver the best customer service will be one of our greatest competitive advantages. Over the next year, our team members will take part in Elevate the Everyday Experience training which inspires our frontline to provide exceptional service for our customers. And, to complement that excellent customer service, we are investing in the customer experience. We have made unprecedented capital investments across the airline from our fleet renewal program to our refreshed airport lounges, as well as our investments in several projects to improve our operational performance.
We still have work to do, but with our people as a priority, I am confident that we will be the best airline for our customers.