For the eighth consecutive quarter, American Airlines Customer Experience Rewards (a part of American’s Annual Incentive Plan) has paid out to employees. On Feb. 11, during Customer Experience Rewards celebrations, American Airlines will award $6 million to 61,300 eligible employees for achieving customer satisfaction goals in the fourth quarter 2010. For the full year, American paid out approximately $36 million for Customer Experience Rewards to 74,000 eligible employees.
“The purpose of AA’s Customer Experience Rewards is to thank employees for their dedication and hard work day in and day out,” said Craig Kreeger, Senior Vice President – Customer Experience. “Employees understand the importance of putting customers first, improving the quality of the customer’s experience while upholding the high standards American Airlines embraces.”
American employees continue to improve and deliver on the customer experience goals. In 2009, American paid out more than $45 million in Customer Experience Rewards. The incentive plan rewards employees with up to $100 per month for meeting or exceeding customer-satisfaction and on-time performance goals. Delivering improved customer service and dependability supports American’s FlightPlan 2020 tenet, “Earn Customer Loyalty.”