Articles tagged “robert isom”

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?

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.

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.

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.