American Airlines Shuffles Top Executives with Retirement of its Sr. VP of Customer Experience

By Paul Riegler on 10 October 2019
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American aircraft at Chicago O'Hare

American aircraft at Chicago O’Hare

American Airlines announced the planned retirement of Kerry Philipovitch, its senior vice president of customer experience, as well as the reshuffling of responsibilities amongst top executives.

Ms. Philipovitch, who began her career in the industry in 1996 at Northwest Airlines, was responsible for a variety of functions at American, ranging from reservations, to customer service, to baggage services.  Her retirement will be accompanied by changes of responsibility for multiple executives at the company as American realigns its commercial operations around four pillars: customers, network, operations, and revenue.

The airline announced the appointment of Kurt Stache, currently senior vice president of loyalty and marketing, to the position of senior vice president of customer experience; David Seymour, currently senior vice president of integrated operations to the position of senior vice president of operations; Vasu Raja, currently vice president of planning, to the position of senior vice president of network strategy; and Don Casey, currently senior vice president of revenue management to the position of senior vice president of revenue.

In announcing the news, Robert Isom, the airline’s president, said in a memorandum to employees that “The most important thing we can do to make culture a competitive advantage and deliver a world-class customer experience is run a safe and reliable operation,” adding that the airline hasn’t been “consistently hitting the mark, and that’s not fair to our team or our customers.”

(Photo: Accura Media Group)

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