In the high-stress arena of air travel, where delayed or canceled flights can leave passengers marooned in terminals and tethered to lengthy customer service calls, American Airlines' strategy to cut ...

Evidence of American's new emphasis on customer offerings manifested in February, when the airline created a standalone customer-experience organization. Photo Credit: American Airlines With a slew of ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Great brands don’t just react to customer expectations. They ...

If you run into an issue when catching a flight, it can be reassuring to have the time and the attention of both customer service and gate agents. But American Airlines appears to be changing the ...

Flying over a national holiday, like the kickoff-to-summer Memorial Day Weekend just passed, is always a crapshoot. But because of vacation schedules and timing, like my college reunion this year, ...