We should have followed up immediately afterward with Ms. Lane to assure her how seriously we were taking her claims. It is important to note that the way we work with our customers after an incident like Ms. Lane’s has changed over the past few months, if this incident happened today, Ms. Lane would have received a call from our customer relations team making sure that we were providing her with thebest possible care during this difficult time. We’re continually focused on improving our customers’ experience and this is a positive change we have made in the last few months.

American Airlines

American Airlines, Inc. is a major United States-based airline, operating an extensive international and domestic network, and is the world's largest airline by fleet size and revenue, and the second-most by number of destinations, only after United Airlines. It operates from its main hub at Dallas/Fort Worth, and its hubs at Charlotte, Los Angeles, John F. Kennedy International Airport in New York, Miami, O'Hare International Airport in Chicago, Philadelphia, Phoenix, and Washington, D.C., while its primary maintenance base is at Tulsa International Airport. The company, which is headquartered in Fort Worth, Texas, also has a significant presence in Boston, London-Heathrow, New York-LaGuardia and San Francisco. The airline primarily competes with Delta, United, and Southwest. American Airlines is a founding member of the Oneworld airline alliance, and coordinates fares, services, and scheduling with British Airways, Finnair, and Iberia in the transatlantic market and with Japan Airlines in the transpacific market . Regional service is operated by independent and subsidiary carriers under the brand name American Eagle.

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