n the difficult airline industry, competition is thick and hard fought, leaving little room for flighty (no pun intended) initiatives to improve customer experience.  Airlines struggle with employee morale and commitment to customer experience -- and new tools or ideas are critical to overcoming those obstacles.

American Airlines, in an effort to increase its external competitiveness, is leverage internal competion (between different hub airports) to create a push among employees to drive customer experience to new level.  The program has successfully shifted their internal culture and the Heathrow team’s recent win in the internal competition was accompanied by improvements in customer satisfaction levels.