AA Awards $10.4 Million to Employees for Customer Experience Improvements in
2nd Quarter as part of Annual Incentive Plan; Total Cash Award Increases to
$24.4 million for 2009 as Employees Continue to Satisfy Customers
FORT WORTH, Texas, Aug. 19 /PRNewswire-FirstCall/ -- American Airlines
awarded $10.4 million to approximately 70,100 employees for helping the
company achieve certain customer - satisfaction goals during the second
quarter of 2009.
The payout is part of American's Annual Incentive Plan (AIP), which sets
monthly customer-service targets for employees, who can earn up to $100 per
month in incentive pay for achieving customer-satisfaction and on-time
performance goals. Under the program, eligible employees have the potential
to earn up to $1,200 for the year. The second-quarter AIP award, equal to an
average of about $150 per eligible employee, appeared in employees' Aug. 14
paychecks.
Year-to-date, the company has awarded $24.4 million to frontline employees
for achieving customer-satisfaction goals.
"We are working to run the very best airline we can for our customers,"
said Jeff Brundage, American's Senior Vice President - Human Resources.
"Thanks to our people's dedication, their innovative ideas, and their passion
for serving our customers, we've made progress in delivering an improved
customer experience - and our customers are noticing."
During the second quarter of 2009, American's customer - satisfaction
rating improved considerably as measured by the company's customer -
satisfaction survey. During April, May and June, the company improved more
than three points (on a 100-point scale) year over year for Overall Experience
at the Airport and Overall Experience Onboard the Aircraft.
American's AIP measures, on a monthly basis, those activities that
customers most care about, such as on-time performance, baggage handling, and
professional courtesy. When American employees meet or exceed these goals,
they are rewarded with a quarterly payout.
About American Airlines
American Airlines, American Eagle and AmericanConnection serve 250 cities
in 40 countries with, on average, more than 3,400 daily flights. The combined
network fleet numbers more than 900 aircraft. American's award-winning Web
site, AA.com , provides users with easy access to check and book fares, plus
personalized news, information and travel offers. American Airlines is a
founding member of the oneworld Alliance, which brings together some of the
best and biggest names in the airline business, enabling them to offer their
customers more services and benefits than any airline can provide on its own.
Together, its members serve nearly 700 destinations in more than 130 countries
and territories. American Airlines, Inc. and American Eagle Airlines, Inc. are
subsidiaries of AMR Corporation. AmericanAirlines, American Eagle,
AmericanConnection, AA.com, We know why you fly and AAdvantage are registered
trademarks of American Airlines, Inc. (NYSE: AMR)
AmericanAirlines We know why you fly
Current AMR Corp. releases can be accessed on the Internet.
The address is http://www.aa.com
SOURCE American Airlines
CONTACT:
Tim Wagner
Corporate Communications of American Airlines
+1-817-967-1577
mediarelations@aa.com
