A “Five Star Global Airline” that is the new mantle, the mega US carrier American Airlines can now boast after the Airline Passenger Experience Association (APEX) announced its airline rankings on Monday.
“Being named a Five Star airline shows that our customers are noticing our investments and the hard work by our team,” said Kurt Stache, Senior Vice President of Marketing, Loyalty & Sales for American. “It’s an honour to be one of only three North American airlines to receive this distinction.”
The airline says the high ranking it has been awarded is a testament to the carriers $3 billion investment in the customer experience, including improvements in food and beverage offerings, in-flight entertainment, and Wi-Fi.
APEX worked with TripIt® from Concur® to gather anonymous passenger feedback based on verified travel itineraries. Customers rated their overall flight experience, then rated their experience in seat comfort, cabin service, food and beverage, entertainment, and Wi-Fi. Customers of nearly 500 airlines from around the world rated flights they had taken during the year ending June 30, 2018.
In addition to having the youngest mainline fleet among the four large U.S. airlines, American’s investments include:
Adding fast Wi-Fi to its domestic fleet, available today on more than 240 aircraft and on all of American’s long-term narrowbody fleet of more than 700 aircraft by mid-2019;
Adding power throughout the cabin on mainline aircraft and two-class regional jets through 2021, ensuring customers arrive refreshed and recharged;
Installing new larger overhead bins so customers will have space for their carry-on bag. American offers the largest overhead bins available on its new and updated aircraft;
Enhancing the free on board library with hundreds of movies, television, and music titles as well as new offerings such as Calm, which provides custom-curated sound and video to help customers relax and have a restful journey;
Activating free live TV, now available on more than 100 domestic aircraft, with the rest being updated during 2019. American is already the only U.S. airline to offer live TV on long-haul international flights;
Improving premium cabin offerings with amenities such as noise cancelling headsets, elevated food and beverage choices, and bedding from Casper; and
Flagship First Dining and Flagship Lounge locations, with Dallas Fort Worth coming in 2019.
American also recently announced a partnership with Zoës Kitchen to introduce a new food-for-sale menu for customers in Main Cabin designed to provide delicious, light and healthy choices.
The airline also announced it will be operating direct flights to the central Florida airport of Melbourne from Philadelphia.
Earlier this month the mega-carrier angered passengers by increasing its baggage charges, making it on average 7% more expensive than legacy rivals operating on the same routes.
(Images from American Airlines)
