Alison Taylor, CCO American Airlines – Transforming the customer journey at American Airlines interview
At this year’s World Aviation Festival, Alison Taylor, CCO American Airlines joined Travel Industry Analyst Henry Harteveldt on stage for an interview.
Discussing American Airlines’ transformation of the customer journey the emerging themes were partnership, diversity, and technology.
Both accepting and embracing the perception of American as ‘an airline in transformation,’ Alison delved into the airline’s post-covid pivot, pilot recruitment programmes, NDC offering, diversity initiatives, customer experience enhancing technology, and partnerships.
In a particularly interesting section of the interview, Alison explained the technologies the airline has been using to advance their customer experience. This ranged from real-time data analytics that meant the airline could cancel 80 per-cent less flights during a storm to smart gating technology saving two minutes per flight.
Additionally, Alison discussed the airline’s New Distribution Capability (NDC) offering. This area of the interview is especially relevant with American announcing earlier this week that they have signed deals with all three major global distribution systems: Amadeus, Sabre, and Travelport. In the interview, Alison explains how NDC bundle offers enable the airline to target the blended work-leisure traveller who has emerged post-pandemic.
Watch the full interview below.