FAAA

New Product from Premium Services – ConciergeKey Premium Services

Premium Services is the American Airlines work group that accommodates the special needs of
our most valuable customers. Premium Services operates all of our airport lounges including 43
Admiral’s Clubs Lounges, Flagship Lounges, Arrivals Lounge and Executive Centers.
Premium Services has developed an exciting new way to expand the services we offer to these
select customers with the introduction of the ConciergeKey.
ConciergeKey
The ConciergeKey program will differentiate the travel experience
for our most important customers. In a recent survey, 87% of AA
VIP travelers stated that the availability of a premium customer
service product, like ConciergeKey, impacts their choice of airline.
ConciergeKey is a wallet card that has been sent to a group of valuable customers, including
customers who travel frequently and those who purchase travel for other individuals. The front
of the card reads “ConciergeKey; Always connected” and features the AA aircraft nose logo.
The back of the card includes the customer name, AAdvantage number, expiration date and a
phone number and email exclusively for ConciergeKey customers.
Components of the ConciergeKey Program
ConciergeKey is a free service for customers who qualify and it replaces some programs that
we have previously used to recognize our premium customers. Key components include
telephone support and special services to improve the airport experience.
ConciergeKey customers are proactively monitored every time they travel; there is no need to
contact AA to arrange for the services.
Phone Assistance (evolved from VIP Connection)
ConciergeKey cardholders have access to dedicated 24/7 phone number. Specially trained
representatives proactively monitor these customers and can offer assistance with re-routes,
flight and seat changes, day-of-departure airport assistance and assistance with upgrades.
Airport Assistance
ConciergeKey cardholders may use First and Business class counters where available for flight
check-in and may use the premium security lane, available at more than 30 airports.
Concourse Assistance (evolved from Special Services, Premium Customer Services)
ConciergeKey representatives in 35 stations provide proactive assistance for VIP and Premium
customers and will be assigned to key markets in BOS, DCA, DFW, JFK, LAX, LGA, MIA, ORD
and SFO.

Other Assistance
During OSO situations, ConciergeKey customers transiting through hubs will be assisted to their
connections. The primary goal for representatives is to anticipate the customer’s needs and
prevent negative airport experiences.

ConciergeKey representative will be assigned to the following markets to provide concourse
assistance to our VIP customers.
Domestic: BOS, DCA, DFW, JFK, LAX, LGA, MIA, ORD, RDU, SFO, SJC, STL, YYZ
Europe, Asia, India: BRU, CDG, DEL, FRA, LGW, LHR, MAD, MAN, NRT, PVG, ZRH
Latin America: BOG, CCS, EZE, GIG, GRU, MEX, PTY, SCL, SDQ, SJO, SJU


One of the key
points that may be important to customers is they cannot apply for the card, and instead
must be selected based on our established criteria.

All ConciergeKey services are available to cardholders each time they travel, regardless of the
cabin classification of these customers.