American Airlines 1997 Annual Report Download - page 21

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19
adjusting flying times, increasing connecting times, resequenc-
ing flights, adding personnel at selected locations, and
refocusing our analytical resources, we were able to dramatical-
ly improve on-time performance. During the year, American’s
on-time record was ranked first among the major hub-and-
spoke airlines in more months than any other carrier.
In addition to improving our on-time record, we also
sought new ways to differentiate the service we offer our
AAdvantage members, who are our most frequent customers.
The AAdvantage program, the industry’s first frequent flyer
program, continued its remarkable growth. At year end, the
program had more than 32 million members, and 12 airline
partners. Our roster of non-airline AAdvantage partners has
grown to more than 60; during 1997 we added Thrifty Car
Rental, Best Western Hotels, Bull & Bear Securities,
Jack Nicklaus / Golden Bear Golf Inc. and others to the list.
Expanding the number of AAdvantage partners is just one
way American seeks to build and sustain the loyalty of its best
customers; another is our network of Admirals Clubs. In 1997,
we opened a new club at Washington National Airport. We
also completed a major expansion of one of our two DFW
clubs, and upgraded clubs in Boston, Washington Dulles, San
Francisco, Los Angeles, Miami and São Paulo, Brazil. In early
1998, we added a new club in Tokyo, Japan.
To buttress our growing international network, we have
also begun building first-class lounges at our largest interna-
Although he lives in
Atlanta – another
major airline’s home-
town – Larry Quinlan
flew more than 240,000
miles on American in
1997, and he’s flown 3.8
million miles overall.
“American provides
service that is
extraordinary,”
he says. “I have
not seen that
kind of service
on any airline.”