At the Global Business Travel Association (GBTA) 2019 Convention today, American Airlines announced it will increase staffing levels for its dedicated Sales Support team by 50% to provide even more personalized service for travel agency and corporate customers.
The expanded team will support American’s 24/7 phone line for North American agencies and corporate customers. The team will be dedicated to top corporate accounts and will provide enhanced support during peak and off-peak hours, more native Spanish speakers and increased resources during operational disruption. The team also provides resources for American’s AirPass and Business Extra programs.
“Expanding our dedicated Sales Support team will help us deliver a consistent customer experience to agencies and high-value customers who book through travel professionals,” said Alyssa Heath, Director of Sales Support for American. “This is an important step in becoming the easiest airline to do business with, and we are pleased to expand our support to ensure we are ready anytime our customers need assistance.”
American has already increased Sales Support resources and expects to offer the fully staffed team this year. The team currently provides assistance for travel booked on American marketed itineraries.
Atlantic Joint Business Sales Support Coming Soon
Additionally, to further enhance dedication to travel professionals and provide a consistent experience throughout the travel journey regardless of marketing carrier, American will add support for Atlantic Joint Business (AJB) partners British Airways, Finnair and Iberia. Beginning this fall, American’s Sales Support teams will leverage joint system access to provide faster resolution to waiver requests for North American travel professionals. The joint waiver service will operate under one phone number, increasing alignment and flexibility across all carriers in the AJB.