http://gethuman.com/American_Airlines/news_51/rss http://gethuman.com/American_Airlines/news_51/rss http://gethuman.com/images/gethuman-hands50.gif http://gethuman.com/American_Airlines/customer-review_23699.html Fri, 27 Jan 2012 15:46:33 +0000 http://gethuman.com/American_Airlines/customer-review_23590.html Mon, 23 Jan 2012 22:23:47 +0000 http://gethuman.com/American_Airlines/customer-review_23550.html Mon, 23 Jan 2012 04:21:50 +0000 http://gethuman.com/American_Airlines/customer-review_21950.html Wed, 23 Nov 2011 18:50:48 +0000 http://gethuman.com/American_Airlines/customer-review_21094.html Wed, 26 Oct 2011 15:53:07 +0000 http://gethuman.com/American_Airlines/customer-review_20872.html Thu, 20 Oct 2011 06:46:27 +0000 http://gethuman.com/American_Airlines/customer-review_20787.html Tue, 18 Oct 2011 00:25:15 +0000 http://gethuman.com/American_Airlines/customer-review_20782.html Mon, 17 Oct 2011 21:43:21 +0000 http://gethuman.com/American_Airlines/customer-review_19714.html Thu, 15 Sep 2011 01:50:19 +0000 http://gethuman.com/American_Airlines/customer-review_19068.html Sun, 28 Aug 2011 19:25:05 +0000 http://gethuman.com/American_Airlines/customer-review_19009.html Fri, 26 Aug 2011 18:46:22 +0000 http://gethuman.com/American_Airlines/customer-review_19004.html Fri, 26 Aug 2011 15:56:23 +0000 http://gethuman.com/American_Airlines/customer-review_18995.html Fri, 26 Aug 2011 03:12:41 +0000 http://gethuman.com/American_Airlines/customer-review_18701.html Thu, 18 Aug 2011 16:10:17 +0000 http://gethuman.com/American_Airlines/customer-review_18512.html Fri, 12 Aug 2011 21:37:05 +0000 http://gethuman.com/blog/American_Airlines__Nice_Job_Guys_214.html Wed, 16 Feb 2011 15:41:56 +0000 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. ]]> http://gethuman.com/blog/American_Airlines__Taking_It_To_The_Streets_119.html Mon, 08 Mar 2010 19:55:29 +0000 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.]]>