Quick Resolution During Travel Disruptions

PRNewswire-FirstCall FORT WORTH, Texas Nov. 25 :

American Airlines has launched a special reservations desk, giving
customers new options for rebooking their flights during bad weather or
other major delays. Just in time for the holidays, American`s
“Off-Schedule Operations” (OSO) support desk has been expanded to all
domestic locations and will allow customers at the airport to call a
special toll-free number to reschedule their travel without standing in
line.
“When there`s a major service disruption, we can now give our customers a
toll-free number to call, so they can use their cell phones or an airport
telephone and rebook their trip. Then they can proceed to one of our 700
Self-Service machines to check in for their new flight,” said Ralph
Richardi, senior vice president of Customer Service. “Customers love it,
because it`s fast and it minimizes stress when weather or other
circumstances significantly delay their flights.”

It`s a bonus for airport employees, as well. At the same time customers
are calling the special desk, American`s passenger service representatives
at the airport will continue to assist customers with rebookings. The OSO
support desk, activated only when needed, will significantly expedite the
process.
“Our customers value quick resolutions when their travel plans are
disrupted,” said Marilyn DeVoe, American`s vice president of Customer
Service Planning. “This new service offers a streamlined solution for
customers who encounter unexpected weather delays or cancellations at
airports.”
This service will remain in place to assist customers after the holidays.

American Airlines is the world`s largest carrier. American, American Eagle
and the AmericanConnection regional carriers serve more than 250 cities in
over 40 countries with more than 3,900 daily flights. The combined network
fleet numbers more than 1,000 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.

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