American Airlines has named Heather Garboden as Senior Vice President and Chief Customer Officer, effective immediately. In this role, Garboden will lead the newly established Customer Experience organization, which aims to enhance the overall journey for passengers. She will report to Chief Operating Officer David Seymour and Vice Chair and Chief Strategy Officer Steve Johnson, reflecting the importance of customer focus across both operational and commercial divisions.
(Image Source)
American AirlinesAmerican Airlines has named Heather Garboden as Senior Vice President and Chief Customer Officer, effective immediately. In this role, Garboden will lead the newly established Customer Experience organization, which aims to enhance the overall journey for passengers. She will report to Chief Operating Officer David Seymour and Vice Chair and Chief Strategy Officer Steve Johnson, reflecting the importance of customer focus across both operational and commercial divisions.
Garboden brings over two decades of experience with US Airways and American Airlines. Most recently, she served as Senior Vice President of American Eagle and Cargo, overseeing the airline’s regional and cargo operations. In her new capacity, she will continue to manage the cargo division while taking on broader responsibilities for the customer experience.
The creation of the Customer Experience organization centralizes efforts to improve passenger interactions with the airline. This team will drive the strategy and implementation of initiatives designed to define and enhance the customer journey and advocate on behalf of passengers.
As part of this organizational change, Senior Vice President of Inflight and Premium Guest Services Brady Byrnes and his team will now report to Garboden. Leadership of American’s regional business will transition to Executive Vice President of American Eagle, Corporate Real Estate, and Government Affairs Nate Gatten.
This strategic move underscores American Airlines’ commitment to enhancing customer satisfaction and delivering a premium travel experience. By consolidating customer-focused initiatives under Garboden’s leadership, the airline aims to create a more cohesive and responsive approach to passenger needs.
Source: American Airlines
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