American Airlines 1999 Annual Report Download - page 5

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FROM THE CHAIRMAN
fully utilize its status as a global leader in its field and
allow Travelocity.com to capitalize on the seemingly
limitless opportunities in online commerce.
The spinoff of Sabre means that, as we enter 2000,
AMR is wholly focused on building and sustaining the
leadership of American Airlines and American Eagle in
the global airline industry.
With that goal in mind, last summer we introduced
the Airline Leadership Plan, which lays out the six key
areas we think will define excellence in our industry in
the years to come: safety, service, product, network,
technology and culture. By leading in all six of these
areas, we intend to make AMR the most successful
airline company in the world and, in so doing, create
the best possible outcomes for our customers, our
employees and, of course, our shareholders.
While each of the six components of the Airline
Leadership Plan is very important, the value we have
always held most dear at American and American
Eagle is safety. Unfortunately, American’s outstand-
ing safety history was marred in June 1999 by an
accident in Little Rock, Arkansas, that claimed the
lives of 10 passengers and one crew member. We
are working hard to determine how and why this
accident happened and what we need to do to
ensure nothing like it ever happens again. We’ve
conducted one of the most comprehensive safety
reviews in the history of the airline industry and have
already begun to implement certain changes in our
procedures. We are absolutely committed to the
safety of our customers and our employees.
Safety, of course, is fundamental to the second
element of our Airline Leadership Plan — service. But
service excellence requires more than just safe trans-
portation. It requires friendliness, professionalism and
consistent dependability.
Creating the best possible travel experience for our
customers requires that we continually invest in the
American and American Eagle products. We made
great progress in product leadership in 1999. We
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