American Airlines + US Airways = Worst Customer Experience


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As an update to my previous post, American Airlines and US Airways formally announced their merger. According to our 2012 Temkin Ratings, they are the two worst U.S. airlines in customer experience. US Airways actually holds the bottom spot in our experience, loyalty, forgiveness, and trust ratings. By contrast, the recent merger between Southwest Airlines and AirTran represents a combination of the two top airlines in customer experience.

Temkin RatingsDoes this mean that the merger will create a mega-monster in terms of customer experience? Hopefully not. But I recommend that every member of the newly combined management team focus on all four customer experience core competencies:

  • Purposeful Leadership
  • Compelling Brand Values
  • Employee Engagement
  • Customer Connectedness

The bottom line: There’s a lot of work ahead for American Airlines and US Airways

Republished with author’s permission from original post.

Bruce Temkin
I'm an experience (XM) management catalyst; helping organizations engage the hearts and minds of their employees, customers, and partners. I lead the Qualtrics XM Institute, which is fueling a global community of XM Professionals to radically improve the human experience. Our team focuses on thought leadership, training, and community building. To understand me, read my manifesto: Experience Matters (


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