American Airlines is expanding the responsibilities of some of its executives as it looks to boost its profits and close the gap with competitors.
“I recognize that there is a meaningful gap between where we are today and where we know American can — and should — be,” American CEO Robert Isom wrote in an internal memo on August 10 that was seen by Skift.
As part of the changes, chief customer officer Heather Garboden will expand her responsibilities to oversee reservations, contact centers, service recovery, and catering. She is also now solely reporting to chief commercial officer Nat Pieper. When Garboden became chief customer officer in 2025, she reported to chief operating officer David Seymour and chief strategy officer Steve Johnson, who is retiring at the end of the year.
Pieper is overseei
