By the end of January, American Airlines flight attendants
will be able to immediately give reward points to AAdvantage members who have
"The whole idea is to empower team members to solve
customer issues on the spot," American spokesman Josh Freed said.
The service is to be facilitated by a technology called
iSolve, which flight attendants will access from their tablets.
Freed said that American already deploys iSolve for managers
on its customer service team.
Once iSolve is enabled for flight attendants, they'll be able
to give AAdvantage points to passengers who experience inconveniences during
travel, such as a broken seatback entertainment system,
Freed said. Only AAdvantage members will be positioned to benefit, since
American won't use iSolve to provide vouchers or other rewards and
Freed didn't give parameters for how many points American
will award for various types of service issues, but said the carrier will
reveal more details in the coming weeks.
He added that American isn't worried that some passengers
might complain about minor matters for the sole purpose of obtaining AAdvantage
"We know that sometimes things go wrong in travel, and
this is a way to address it," he said.