Customers Reap Benefits From American, US Airways Merger

fromKERA

One month after its merger with US Airways, American Airlines has introduced some procedural changes for its customers. The world's largest airline is assuring its best clients they'll keep their perks.

Copyright © 2014 NPR. For personal, noncommercial use only. See Terms of Use. For other uses, prior permission required.

RENEE MONTAGNE, HOST:

And the recently merged American Airlines and US Airways just launched the first of several changes the carrier says are designed for its frequent flyers.

Bill Zeeble with member station KERA in Dallas reports that what is now the world's largest airline is assuring its best clients they'll keep their perks.

BILL ZEEBLE, BYLINE: The first thing Fort Worth-based American Airlines wants customers to know is that they can collect and use frequent flyer miles earned on either American or US Airways. Airline consultant Michael Boyd says the airline learned from more turbulent recent mergers.

MICHAEL BOYD: When United merged with Continental, there were a lot of glitches there of transferring miles and it caused some heartburn among passengers.

ZEEBLE: So American's new president, Scott Kirby, who held the same title at US Air, said in a statement: Customers get to reap the benefits of the merger, and experience perks they value most.

Boyd says the move just makes sense.

BOYD: This calms the herd - if you will - so the frequent flyer knows that, I'm not going to have to worry about my club room benefits. So you get that out of the way. Consumer anxiety is what causes consumer dissatisfaction. That's what they're trying to do away with.

ZEEBLE: Elite customers of both carriers also will continue early check-in and boarding, and have bags checked at no charge. The company says other changes will take place over the next 18 months or more.

For NPR News, I'm Bill Zeeble in Dallas.

Copyright © 2014 NPR. All rights reserved. No quotes from the materials contained herein may be used in any media without attribution to NPR. This transcript is provided for personal, noncommercial use only, pursuant to our Terms of Use. Any other use requires NPR's prior permission. Visit our permissions page for further information.

NPR transcripts are created on a rush deadline by a contractor for NPR, and accuracy and availability may vary. This text may not be in its final form and may be updated or revised in the future. Please be aware that the authoritative record of NPR's programming is the audio.

Comments

 

Please keep your community civil. All comments must follow the NPR.org Community rules and terms of use, and will be moderated prior to posting. NPR reserves the right to use the comments we receive, in whole or in part, and to use the commenter's name and location, in any medium. See also the Terms of Use, Privacy Policy and Community FAQ.