American Airlines sees broad rise in customer service metrics

11/26/2008 | Fort Worth Star-Telegram (Texas)

Following months at or near the bottom of various quality rankings, American Airlines "may have turned a corner," says Mark Mitchell, the carrier's customer service chief. Fewer passengers and fewer checked bags have helped American improve on-time performance every month since June, and customer complaints have taken a 40% dive, according to DOT data. American has seen other indicators moving up as well: Onboard service and cleanliness of aircraft have improved markedly, while mishandled bags dropped 40%. "We think we've moved the needle in the past few months," Mitchell said.

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Fort Worth Star-Telegram (Texas)

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