Jonathan Cross: American Airlines Executive And Aviation Leader

Who is Jonathan Cross, and what is his role in American Airlines?

Jonathan Cross is the Senior Vice President of Customer Experience at American Airlines. He is responsible for leading the airline's customer experience strategy and operations, including customer service, reservations, and loyalty programs.

Cross has been with American Airlines for over 20 years and has held various leadership positions within the company. Prior to his current role, he was the Vice President of Marketing and Sales for American Airlines.

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Cross is a graduate of the University of Texas at Austin and holds an MBA from the Harvard Business School.

Jonathan Cross and American Airlines Customer Experience

Under Cross's leadership, American Airlines has made significant improvements to its customer experience. The airline has invested in new technology, such as self-service kiosks and mobile apps, to make it easier for customers to book flights, check in, and track their bags.

American Airlines has also improved its customer service by hiring more staff and providing them with better training. The airline has also implemented a new customer feedback system to track customer satisfaction and identify areas for improvement.

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Customer Service

American Airlines has made customer service a top priority under Cross's leadership. The airline has increased the number of customer service representatives and improved their training. American Airlines has also implemented a new customer feedback system to track customer satisfaction and identify areas for improvement.

Technology

American Airlines has invested in new technology to improve the customer experience. The airline has installed self-service kiosks and mobile apps to make it easier for customers to book flights, check in, and track their bags.

American Airlines has also invested in new aircraft with more comfortable seats and more in-flight amenities. The airline has also upgraded its inflight entertainment system to offer more movies, TV shows, and music.

Loyalty Programs

American Airlines has made several changes to its loyalty programs under Cross's leadership. The airline has introduced a new top-tier loyalty program, called ConciergeKey, which offers exclusive benefits to frequent flyers.

American Airlines has also made it easier for customers to earn and redeem miles. The airline has partnered with a number of credit card companies to offer co-branded credit cards that earn miles on everyday purchases.

FAQs about Jonathan Cross and American Airlines

This section provides answers to frequently asked questions about Jonathan Cross and his role at American Airlines.

Question 1: What is Jonathan Cross's role at American Airlines?

Jonathan Cross is the Senior Vice President of Customer Experience at American Airlines. He is responsible for leading the airline's customer experience strategy and operations, including customer service, reservations, and loyalty programs.

Question 2: What are some of the improvements that American Airlines has made to its customer experience under Jonathan Cross's leadership?

Under Jonathan Cross's leadership, American Airlines has made significant improvements to its customer experience. The airline has invested in new technology, such as self-service kiosks and mobile apps, to make it easier for customers to book flights, check in, and track their bags. American Airlines has also improved its customer service by hiring more staff and providing them with better training.

Summary: Jonathan Cross has played a key role in improving the customer experience at American Airlines. Under his leadership, the airline has invested in new technology, improved its customer service, and made changes to its loyalty programs.

Conclusion

Jonathan Cross has played a key role in improving the customer experience at American Airlines. Under his leadership, the airline has invested in new technology, improved its customer service, and made changes to its loyalty programs. As a result, American Airlines has become one of the most customer-centric airlines in the world.

Cross's work is a model for other businesses that want to improve their customer experience. He has shown that by investing in technology, training staff, and listening to customers, businesses can create a more positive and profitable experience for their customers.