Skift Take
American Airlines' reputation has taken a hit recently among its best customers. The airline's president recently even said scores on a key customer satisfaction metric have fallen. Can American get its mojo back?
As chief financial officer of what was until recently the world's largest airline, Derek Kerr has what most would consider a good problem at American: He has had plenty of money to spend.
But that's more challenging that it appears. In his previous job, as chief financial officer of US Airways, he could say no to most pitches by telling employees, "We can't afford it." Now he must prioritize some projects over others.
"It has become a little bit more difficult because we have the resources, and everybody wants to do things," Kerr said in an interview.
[caption id="attachment_355783" align="alignright" width="300"] American Airlines Chief Financial Officer Derek Kerr. Photo: American Airlines[/caption]
Some outsiders wonder if this management team has gotten it right. On some products, including international business class, lounges, and airport infrastructure, American has spent big and improved the passenger experience.
On others, such as domestic first and economy class comfort, and the overall digital experience, the new American still disappoints some customers. Some ask
