Building customer trust in the highly competitive air travel industry is a full-time job. And, it extends from the head office down through the airline ecosystem to ramp workers, gate agents and catering partners.

Heather Garboden, chief customer officer at American Airlines , told Newsweek about the client journeys under her purview, and how the company is capitalizing on lessons learned and new technologies to be ready for the future.

: "At American, our purpose is to care for people on life's journey. We want to meet every traveler where they are. As expectations rise and travel evolves, so do our customers' expectations. We're seeing a shift toward premium experiences, with double-digit year-over-year growth in that space, especially among younger generations like Gen Z and Gen A

See Full Page