As Winter Storm Fern continued to snarl travel across the country, Heather Garboden—American’s Chief Customer Officer—sent a direct note to customers acknowledging the disruption and apologizing for the experience. It’s not unusual for airlines to issue travel alerts during major weather events, but it’s less common to see a named executive step forward with a personal message while the disruption is still unfolding.
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View this post on Instagram“We are very sorry for the disruption this weather event has caused,” Garboden wrote, thanking frontline employees who were working overtime and navigating difficult conditions to keep flights moving.
The message also served a practical purpose. American urged travelers flying this week to keep a close eye on the airline’s app and website for real-time updates, and to take advantage of added flexibility made available through storm-related travel alerts. For many passengers, that flexibility—rebooking without fees, adjusting travel dates or canceling altogether—can make a meaningful difference when plans unravel.
For travelers affected by Winter Storm Fern, the disruption itself was unavoidable. But for some, hearing a straightforward acknowledgment from the airline’s customer chief may have felt like a small, human response in an otherwise frustrating week of travel.
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