Evidence of American's new emphasis on customer offerings manifested in February, when the airline created a standalone customer-experience organization. Photo Credit: American Airlines With a slew of ...

American Airlines just announced an upcoming organizational shift, aimed at refining its customer service approach, which will result in the layoff of hundreds of employees. On Monday, the major U.S.

If you run into an issue when catching a flight, it can be reassuring to have the time and the attention of both customer service and gate agents. But American Airlines appears to be changing the ...