American Air Steps Up Passenger Outreach as Delays Continue
- ‘Win Back’ team is calling customers facing repeat disruptions
- Operations have improved as fallout from slowdown lingers
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American Airlines Group Inc. is stepping up damage-control efforts with customers who have suffered multiple delays or cancellations as flight disruptions linger from a work slowdown by mechanics and bag handlers.
Operations have improved each month since June, Kerry Philipovitch, senior vice president-customer experience, said Tuesday at an aviation conference in Las Vegas. That’s when a federal court issued a temporary restraining order against the TWU-IAM Association to end a union-backed job action designed to gain leverage in lengthy contract talks. The judge agreed last month to a permanent injunction against the union, which is appealing the decision.