urn:uuid:be56115b-5a06-d6ea-c5c8-b040dd09bd7d http://gethuman.com/American_Airlines/news_51/atom http://gethuman.com/images/gethuman-hands50.gif urn:uuid:769e4689-7d32-b0d1-929d-3e288b51e6a2 2012-05-21T22:40:59+00:00

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this link for the full results.

Program of the Year Americas Airline: American Airlines AAdvantage Americas Hotel: Marriott Rewards Middle East/Asia/Oceania Airline: Jet Airways JetPrivilege Middle East/Asia/Oceania Hotel: Taj InnerCircle Europe/Africa Airline: Turkish Airlines Miles&Smiles Europe/Africa Hotel: Starwood Preferred Guest

Best Promotion for Earning Americas Airline: American Airlines AAdvantage Americas Hotel: Starwood Preferred Guest Middle East/Asia/Oceania Airline: Jet Airways JetPrivilege Middle East/Asia/Oceania Hotel: Accor A|Club Europe/Africa Airline: Lufthansa Miles & More Europe/Africa Hotel: Starwood Preferred Guest

Best Promotion for Redemption Americas Airline: Delta Air Lines SkyMiles Americas Hotel: Marriott Rewards Middle East/Asia/Oceania Airline: El Al Matmid Club Middle East/Asia/Oceania Hotel: Starwood Preferred Guest Europe/Africa Airline: Lufthansa Miles & More Europe/Africa Hotel: Starwood Preferred Guest

Best Redemption Ability Americas Airline: TAM Fidelidade Americas Hotel: Marriott Rewards Middle East/Asia/Oceania Airline: Etihad Airways Etihad Guest Middle East/Asia/Oceania Hotel: Taj InnerCircle Europe/Africa Airline: airBaltic BalticMiles Europe/Africa Hotel: Starwood Preferred Guest

Best Customer Service Americas Airline: American Airlines AAdvantage Americas Hotel: Marriott Rewards Middle East/Asia/Oceania Airline: Jet Airways JetPrivilege Middle East/Asia/Oceania Hotel: Taj InnerCircle Europe/Africa Airline: Lufthansa Miles & More Europe/Africa Hotel: Starwood Preferred Guest

Best Elite Program Americas Airline: American Airlines AAdvantage Americas Hotel: Marriott Rewards Middle East/Asia/Oceania Airline: Etihad Airways Etihad Guest Middle East/Asia/Oceania Hotel: Hyatt Gold Passport Europe/Africa Airline: airBaltic BalticMiles Europe/Africa Hotel: Starwood Preferred Guest

Best Loyalty Credit Card Americas: Delta SkyMiles American Express Middle East/Asia/Oceania: Etihad Guest Above Credit Card Europe/Africa: Turkish Airlines Shop&Miles Garanti Credit Card]]>

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urn:uuid:ca10d9e7-9996-9de0-c1ab-f6be706e4b48 2011-02-16T15:41:56+00:00

American Airlines last quarter gave out $6 million to it's employees for meeting or exceeding customer satisfaction targets. According to the company, the $6 million will be split amongst the 61,300 employees. That's just shy of $100 for each employees who contributed to exceeding the customer satisfaction targets. While that may seem like small change to some, the fact that the company is in fact redelivering profits to it's customer facing employees is commendable. On the year, the company has handed out over $36 million to it's 74,000 employees for hitting or exceeding these predefined targets.

I spoke briefly about it on Monday, but company's that attach financial incentives and unexpected "bonuses" are more likely to keep employees happy and working hard, than companies that don't. The incentives are clearly laid out in the form of performance targets so the employee knows what they are working for, and it provides them with a defined goal of what to work for. Instead of forcing employees into mandatory retraining like Delta has done, American Airlines is keeping employees happy by giving them bonuses, which in turn trickles down to better customer service for those of us that fly the airline. No one can argue with that. We say it all the time, keeping customers happy will keep them coming back again in the future. Keeping employees happy by paying them more to do their job will keep them more focused on keeping customers happy. It's not rocket science...or in this case is it?

For more on the American Airlines news, click here. ]]>

urn:uuid:1e8ed639-4db6-1fc1-4010-3ca810ac4739 2010-03-08T19:55:29+00:00

American Airlines has expanded an experimental program that it launched at Boston's Logan Airport, in July. American Airlines has taken customer service representatives out from behind the check-in desks, and has placed them throughout the terminal and armed them with mobile devices that allow them to check customers into their flights, further decreasing wait times. The customer service representatives can hand out flight information, provide information on stand-by lists, check customers bags, and handle carry-on bags that are too large for the overhead bins. American Airlines is hoping that providing better customer service will bring return customers, further driving revenue growth...what a remarkable concept! So far, along with Logan, American Airlines has added Dallas Fort/Worth, Miami, San Juan and New York's JFK, but the company is further examining the success of the program and is considering adding other airports later in the year.

For more about the program and other airline news Click Here.]]>