American Airlines Knew It Needed To Change, so It Did
American Airlines has made significant strides in improving customer satisfaction, recording the largest year-over-year gain among major U.S. carriers in the 2026 American Customer Satisfaction Index. The improvements follow a strategic reorganization of its customer experience operations launched in early 2025, focusing on reliability, communication, and targeted service enhancements. Despite rising fuel costs affecting earnings, the airline reported record first-quarter revenue driven by strong demand for premium tickets and ongoing service upgrades.
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...By Eileen Falkenberg-HullSenior Editor, Autos, Travel and LifestyleShareNewsweek is a Trust Project memberSee more of our trusted coverage when you search.Prefer Newsweek on Googleto see more of our trusted coverage when you search.American Airlines has struggled with customer satisfaction for years. The 2026 American Customer Satisfaction Index survey shows that the commercial airline’s efforts to improve are paying off, with the biggest gain amount major U.S. carriers, a 7% rise year-over-year that puts them just one point behind category leader Delta Air Lines.“As the industry reset and customer expectations continued to rise, we knew we needed to elevate every touchpoint throughout their travel journey.
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