US Airways - September 2013 - (Page 12)

embark Making It Happen Leading the Way As senior vice president of customer experience, Kerry Hester is improving customer service, inspiring employees, and shaping the airline’s future. by tara titcombe ★ Top: Kerry Hester at the podium of a planning summit for merger integration teams The merger of US Airways and American Airlines will create the world’s largest airline. When you consider the numbers — more than 110,000 em­ ployees helping 187 million customers each year fly to 336 destinations on more than 1,500 planes — you begin to see that the merger is a major undertaking. An integration management office was developed to align the thousands of systems, procedures, and policies of the two airlines once the merger closes. Helping lead that office is Kerry Hester. Kerry spends her days working with the two com­ panies. Her goal is to bring together the best ideas from American Airlines and US Airways and use them to shape the new airline. While working on a behind the scenes of Your Flight presentation for a planning summit that will bring together lead­ ers from both airlines, Kerry and her team discuss the customer experience during the integration period. Their presentation will walk through a variety of travel scenarios to identify the best ways to continue delivering a reliable and convenient customer experience while changes are im­ plemented. Excellent customer service is a top priority every day — not just during integration. In her customer advocacy meeting, Kerry and her team monitor customer comments shared via social media, customer relations, and other channels. The team aims to stay connected and closely engaged with customers at all stages of travel and uses this valuable feedback to improve service. Another priority is keeping employees engaged. “Providing our employ­ ees with effective training and the tools to do their jobs well is a top priority,” she says. She explains that the training goes beyond basic skills develop­ ment and aims to keep employees excited about building the world’s largest airline together. “It’s not about just telling people how to do their jobs,” Kerry says. “It’s striving to create an inspired team.” Important Information About the Proposed Transaction with American Airlines Visit for more important information about the proposed transaction. US Airways and American have filed and will be filing documents with the SEC regarding the proposed transaction. Investors and security holders are urged to read these documents carefully and in their entirety at This letter includes forward-looking statements within the meaning of the Private Securities Litigation Reform Act of 1995, and neither AMR nor US Airways assumes any obligation to update or supplement any forward-looking statement to reflect actual results, or changes in assumptions or other factors affecting forward-looking statements except as required by law. 12 september 2013

Table of Contents for the Digital Edition of US Airways - September 2013

Did You Know?
Making It Happen
Hot Spots: Top College Football Rivalries
Hub Crawl: Montreal-Trudeau International Airport
Adventure: Falconry
Wine & Dine: Las Vegas Dining
Golf: Pacific Links International
University Spotlight: Salisbury University
Style Spotlight: Yacht Club
Gear Up: Cookout Tools
Travel Feature: Jamaica
US Airways: Countdown to Departure
Great Tastes: Fearrington Village, NC
Professional MBA: Wake Forest University
Travel: Apps for Business and Leisure
High Style: Fashion by Peter Millar
Great Dates
Readers Resource Index
Your US Airways Guide
Video Entertainment
Audio Entertainment
U.S. and Caribbean Service Map
International Service Map
Airport Terminal Maps
US Airways Fleet/Customs & Immigration
Passenger Info/Contact US Airways
US Airways MarketPlace®
Window or Aisle?

US Airways - September 2013