American Asks Hollywood for Customer Experience Ideas
Joe Cortez August 16, 2016
“Council on Entertainment” offers feedback to airline to keep celebrities happy.
As one of the busiest airlines operating at Los Angeles International Airport (LAX), American Airlines wants to be the unofficial airline of Hollywood – and is asking the entertainment industry’s power players to weigh in on how to achieve that goal. Broken by the Los Angeles Times, the American Airlines Council on Entertainment goal is to gather ideas to improve the in-flight experience for celebrities.
The council was formed in the beginning of 2015 and is comprised of around 30 Hollywood insiders, including celebrity managers and film industry travel agents. Although American wouldn’t drop names as to who is on their VIP list, a spokesperson told the Los Angeles Times the group “…reflects the economical concern of the industry.”
Meeting every three months, the group weighs in on how American can better serve their celebrity clientele. Some of those suggestions, including offering healthier meal options aboard aircraft, have already made it to the main cabin. As a result of the board’s suggestion, wraps are offered as a meal option in economy, while salads and other chef-inspired fare are available in premium cabins.
However, some of the more select benefits are reserved for those behind the velvet rope. Other suggestions made by the board and implemented by the airline include a 24-hour service desk for celebrities, as well as a dedicated customer service line manned only by select American customer service representatives.
In addition, those flying direct from LAX to Toronto can take advantage of a new flight added in September for the Toronto Film Festival. The special flight will be outfitted with ten first class lie-flat seats with aisle access and 20 business class lie flat seats, with outside seats having aisle access.
While the salads and special Toronto flight are available for everyday flyers , the remaining benefits are only available to celebrities and high-profile flyers aboard American.
[Photo: Airline Reporter]
How about filming a fiction piece about an great airline that did not merge to become the world's largest. Customers were loyal, happy, and didn't get kicked in the teeth every time "new & exciting changes" happen. The curent film called "New American " gets 1 star.
The entertainment industry is one of few remaining that is willing to pay a premium for premium service and amenities, which is why AA is making special efforts to earn their business. Most leisure and business travelers make decisions primarily on price, have clearly demonstrated a high level of tolerance for poor service and few amenities to save money. They will whine and complain, but still travel with the lowest bidder. For those non-celebs interested in better service, AA offers Five Star Service https://www.aa.com/i18n/plan-travel/extras/five-star-service.jsp?anchorLocation=DirectURL&title=fivestarservice for only $250 for the first person, $75 each additional adult, $50 each child 17 and under
Now we know what happened to the great agents that are no longer on the EXP line - they're all on the Celeb line instead.
Simple -- Provide excellent customer service on the ground AND in the air, and get your flights to be on-time, especially at LAX.
So AA asks Hollywood types how to improve ... really, they produce movies, T.V shows, which are make believe, why not ask your flying customers how to improve service. They are really going to tell you how it is, just because you are a movie star, or producer does not make you any smarter than everyone else who flies with AA So fed up of companies/governemts etc thinking that "hollywood types" know it all