Tulsa World: American Airlines employees get bonuses

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American Airlines employees get bonuses

By D.R. STEWART World Staff Writer
Published: 11/13/2009 5:22 PM
Last Modified: 11/13/2009 5:56 PM

American Airlines has awarded $10.6 million — or about $150 per person — to 71,000 employees for improved operational performance and for helping the company reach customer satisfaction goals, airline executives said Friday.

American’s Tulsa Maintenance & Engineering Center employs 7,000 people, including 6,000 aircraft mechanics and related work groups. All M&E workers received $150 awards, American spokeswoman Andrea Huguely said.

“All 71,000 American Airlines employees received $150 awards, and it also applies to the Tulsa maintenance base as well,” Huguely said.

The bonuses, part of American’s annual incentive plan, appeared in employees’ paychecks Friday, company officials said.

Known within the company as the customer experience reward payout, the bonuses are awarded when American reaches monthly customer service targets.

American employees can earn up to $100 per month in incentive pay for helping the company achieve customer satisfaction and on-time performance goals.

Employees have the potential to earn up to $1,200 for the year, officials said.

American’s customer experience reward goals are based on the average of the two previous years for on-time performance and customer satisfaction, including customer experience at the airport, customer experience onboard the aircraft and for customers most likely to recommend American Airlines to others.

In September, customer experience at the airport and onboard aircraft improved by 7 percentage points over the previous year, company executives said.

“It’s gratifying to know that when our customers come into direct contact with our front-line team members, including pilots, flight attendants and those at the ticket counter or gate, there is a concerted effort by everyone at American Airlines to ensure each and every customer has a safe, reliable and pleasant journey,” said Bob Reding, American’s executive vice president of operations.

American’s annual incentive plan measures activities American’s customers care most about, such as on-time performance, baggage handling and courtesy, American executives said.

“The improvement in our customer service scores are a reflection of each employee’s efforts to ensure that we are a competitive and customer-focused airline,” said Jeff Brundage, American’s senior vice president of human resources.

As of mid-November, American has awarded $35.1 million to employees for achieving customer satisfaction goals.

By D.R. STEWART World Staff Writer

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Reader comments for this story have been moved to the most updated version of the story, now under the headline "AA gives workers goals bonuses," which was published on 11/14/2009. So far, 14 comments have been made.