American Airlines has named veteran company executive Heather Garboden as SVP and chief customer officer, effective immediately, according to a Tuesday internal memo from American CEO Robert Isom. Garboden will report to chief operating officer David Seymour and to vice chair and chief strategy officer Steve Johnson "given the customer focus in both our Operations and Commercial teams," according to the memo.
Garboden has more than two decades of experience at US Airways and American, and most recently oversaw American's cargo and regional businesses, according to the carrier. American's previous chief customer officer, Alison Taylor, announced her retirement in 2023.
Isom in the memo also announced that in her new role, Garboden will head up a "new Customer Experience organization." SVP of inflight and premium guest services Brady Byrnes and his team now will report to Garboden, who will continue to oversee VP of customer experience Kim Cisek and president of cargo Greg Schwendinger and their teams.
Leadership of American's regional business will move to EVP of American Eagle, corporate real estate and government affairs Nate Gatten, according to the memo.