American Airlines has named veteran company executive Heather Garboden as senior vice president and chief customer officer, effective immediately, according to a Tuesday internal memo from American CEO Robert Isom.
Isom said Garboden will head up a “new customer experience organization.”
American’s previous chief customer officer, Alison Taylor, retired in 2023, and her departure was accompanied by a reduction in travel agency sales support. Her day-to-day responsibilities were partially assumed by chief commercial officer Vasu Raja, who led a distribution strategy focused on direct and NDC bookings, alienating corporate customers and their travel agencies. Raja is no longer at American, departing last year after the airline scrapped its…
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