American Airlines is overhauling its senior leadership team as chief executive Robert Isom moves to close what he called a “meaningful gap” between the carrier’s performance and that of its main rivals. The Fort Worth, Texas-based airline is expanding the roles of several executives and bringing in four new senior leaders as part of a management reset focused on customer experience, reliability, employee engagement and financial results.
Nat Pieper’s commercial portfolio will widen to cover marketing, brand, advertising and partnerships, with Heather Garboden reporting to him. Garboden’s remit will also broaden to reservations, contact centres, service recovery and catering. JC Gulbranson will take on airports and planning alongside flight, inflight and the integrated operations centre, while Caroline Clayton becomes responsible for communications and Steve Neuman for government affairs and sustainability. Kevin Brickner, Ron DeFeo and Nate Gatten are leaving senior leadership, while the changes come as American works to improve execution against United Airlines and Delta Air Lines.