Articles tagged “robert isom”

What’s Behind American’s Falling Customer Satisfaction Scores?

What’s Behind American’s Falling Customer Satisfaction Scores?

Brian Sumers, Skift

Many airline executives believe the most important driver of customer satisfaction is reliability. American Airlines hasn't been pleased with its customer satisfaction scores, so it is trying to improve the basics of its operation. That's probably the right move. But does it also need to improve its product or brand image?

1 year ago

Why American Airlines Is So Obsessed With On-Time Departures

Why American Airlines Is So Obsessed With On-Time Departures

Brian Sumers, Skift

Deep down, American Airlines President Robert Isom is an operations guy. We've rarely seen someone get so excited while talking about what it takes to make sure an airplane departs on time.

1 year ago

Why American Airlines Brought Big Bags Back to Basic Economy

Why American Airlines Brought Big Bags Back to Basic Economy

Andrew Sheivachman, Skift

American Airlines hopes that newer, nicer planes will resonate with its customers. After success with increased fare segmentation, though, it will be interesting to see how the airline drives revenue on its new fleet.

1 year ago

Skift Global Forum Preview: How American Airlines Is Reacting to Higher Fuel Prices

Skift Global Forum Preview: How American Airlines Is Reacting to Higher Fuel Prices

Brian Sumers, Skift

American has spent a fortune in the past five years trying to improve passenger experience and employee relations. The airline has made many strides, but it still has work to do on both accounts.

1 year ago