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American Airlines Sparks Customer Love

Written by: Simon T. Bailey, Executive Contributor

Executive Contributors at Brainz Magazine are handpicked and invited to contribute because of their knowledge and valuable insight within their area of expertise.


Customer Service is a department. Customer Love is a mindset. Recently, I was on an American Airlines flight that had a tight connection. Anyone who has traveled over the past few months has witnessed a significant surge in travel. The airports, hotels, and restaurants are packed.

You will often see signs that say, “Please be kind. We are short-staffed and doing the best we can.” This invites all of us to pause and be thankful for the first-world problem of waiting. The flip side to this is also recognizing when we have a great experience. I fell asleep during my inbound flight into Charlotte, NC. When I woke up there was a napkin on my tray table. It was from Salvator, an American Airlines flight attendant.

I was in shock. How did he know to go that extra step? How did he know that I enjoy receiving a good old-fashioned note written on a napkin with pertinent details that would save me time?

It’s the little things that count the most. It’s the small details that matter.

Is this something American Airlines teaches all of its staff to do when passengers are flying in friendly skies?

How much did it cost American Airlines to create this Customer Love moment? Zilch!

If you want your brand to create an uncommon, unforgettable moment, then tell them to think, don’t just do the same ol’ same ol’. Go off script. Spark a moment.

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Simon T. Bailey, Executive Contributor Brainz Magazine

SUCCESS magazine calls Simon T. Bailey one of the top 25 people who will help you reach your business and life goals. He joins a list that includes Oprah Winfrey, Brene Brown, and Tony Robbins. Washington Speakers Bureau recognized him as one of the 12 business speakers who emboldened audiences to think big and lead with purpose. Simon was the first Black American sales director for the Disney Institute based at Walt Disney World Resort. Since leaving Disney, he has served more than 2,100 organizations in 50 countries. His three LinkedIn Learning courses have been viewed by 250,000 individuals in 100 countries. He’s also written 10 books and has one of the 100 most-read motivational and successful blogs.



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