American Airlines names new chief customer officer
American Airlines has announced the appointment of Heather Garboden as their new Chief Customer Officer. Garboden brings extensive experience in the airline industry to the role and will be responsible for leading the company's efforts to enhance the customer experience.
American Airlines CEO Robert Isom announced in an internal memo Tuesday the appointment of Heather Garboden as senior vice president and chief customer officer, effective immediately. Garboden, a seasoned airline executive, will lead a newly formed customer experience organization.
This appointment follows the 2023 retirement of Alison Taylor, the airline’s previous chief customer officer. Taylor’s departure coincided with reduced travel agency sales support and a shift in distribution strategy under then-Chief Commercial Officer Vasu Raja. Raja, who championed direct and New Distribution Capability (NDC) bookings, ultimately left the company last year after the airline reversed its NDC-focused approach and began rebuilding relationships with corporate clients and travel agencies.
Garboden brings over 20 years of experience from US Airways and American Airlines to the role. She most recently oversaw the airline’s cargo and regional operations. She will report to Chief Operating Officer David Seymour and Vice Chair and Chief Strategy Officer Steve Johnson, reflecting the importance of customer focus across both operational and commercial divisions.
Under this new structure, Brady Byrnes, senior vice president of inflight and premium guest services, and his team will now report to Garboden. She will also continue to supervise Kim Cisek, vice president of customer experience, and Greg Schwendinger, president of cargo, and their respective teams.
Nate Gatten, executive vice president of American Eagle, corporate real estate, and government affairs, will assume leadership of the regional business.
