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Task 5

American Airlines presented on its internal and external narratives. Internally, it discussed employee satisfaction and dissatisfaction narratives from press releases and the union, as well as innovation initiatives. Externally, it examined unfavorable employee narratives, customer complaints about poor treatment, and its ranking of 5th in customer satisfaction among major airlines. The presentation concluded with an overview of current events and competition facing the company.

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47 views13 pages

Task 5

American Airlines presented on its internal and external narratives. Internally, it discussed employee satisfaction and dissatisfaction narratives from press releases and the union, as well as innovation initiatives. Externally, it examined unfavorable employee narratives, customer complaints about poor treatment, and its ranking of 5th in customer satisfaction among major airlines. The presentation concluded with an overview of current events and competition facing the company.

Uploaded by

api-401079622
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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American Airlines

Company Narrative Analysis Presentation


Meet the Team
Colin Anaya Emma McCarthy

Lauren Braner Ben Pado

David Lipan Camille Sweger


Agenda

Internal Narrative
Employee Narratives
Press Releases
Investor Relations
External Narrative
Unfavorable Employee Narratives
Customer Complaints
Conclusion and Q&A
Key Narratives

Employee
Satisfaction Poor Treatment of
Customers
Innovation
Employee
Customer Dissatisfaction
Comfort

Internal External
Mission Statement

“AMR Corporation is committed to


providing every citizen of the world
with the highest quality air travel to the
widest selection of destination
possible.”
Employee Satisfaction

“We welcome people to our company who want to be part of restoring


American to the greatest airlines in the world.”

- Doug Parker, Chairman & CEO


Employee Dissatisfaction
“ What we’re trying to
communicate is
pretty simple… we’re
asking American to
negotiate with us
fairly.”
- Greg Cosey, VP of
Transport Workers
Union
Innovation

● Automated Screening Lanes

● Custom Baggage (CBN)

● IBM Cloud

● New Nonstop Routes in 2018


Ranked 5th5th
Ranked among major
among airlinesinfor
NA airlines customer
customer satisfaction
satisfaction (BI) (BI)

● Increased seat comfort

● Premium Dining

● Free IF-entertainment

● Wifi access w/purchase

● Loyalty benefits

Customer Comfort
Unhappy Customers
Current Events

● “AA Awards Flight


Education Grants
to 10 Innovative
Organizations”

● Instagram Model
With 11.8M
Followers Gets
Kicked Off Flight
Competition
Key Narratives

Employee
Satisfaction Poor Treatment of
Customers
Innovation
Employee
Customer Dissatisfaction
Comfort

Internal External

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