If you’ve been stuck at an airport, refreshing a flight app for hours, you know that storm disruptions can feel impersonal fast. That’s what made a new message from American Airlines feel a little different this week.
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 InstagramIn her note, Garboden said the last 48 hours had been “incredibly challenging” for travelers, pointing to the scale of the storm and its impact on five of American’s nine hubs. She singled out Dallas Fort Worth International Airport, the airline’s largest hub, which was hit particularly hard by record-setting conditions. The storm also affected cities that don’t typically deal with severe winter weather, creating knock-on effects as airport staff, vendors, and federal partners struggled to get to work safely.
“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.
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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.
Garboden joined American last year with a mandate to improve the customer experience, and the airline has publicly emphasized reliability and service alongside its push toward more premium offerings. While a letter doesn’t erase missed connections or canceled flights, the decision to put a senior leader’s name on an apology signals a more direct approach to accountability—especially during high-stress travel moments.
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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