American Airlines Moves Forward with $2 Billion Customer Experience Plans

American Airlines Customer ExperienceAs part of American Airlines plans to invest $2 billion in planned improvements to vastly enhance the overall customer experience, the carrier recently welcomed its first Boeing 787 Dreamliner. American Airlines took delivery of the airplane, a 787-8, at Boeing’s factory in Everett, WA., and it arrived in Dallas/Fort Worth on Jan. 23.

“We are committed to delivering a fantastic product for our customers with the continuation of our unprecedented fleet renewal program and more than $2 billion in improvements in the customer experience,” Doug Parker, American’s chairman and CEO, said in a release. “The 787 makes our fleet younger and more modern and it will open up new possibilities to connect our customers to the places they want to fly.”

Ray Conner, president and CEO of Boeing Commercial Airplanes, added: “We’re proud that American Airlines has chosen the 787 to be a key part of its fleet renewal plan. We appreciate American’s confidence in the American Airlines Customer Experienceairplane and know the Dreamliner will open exciting new routes for American’s customers.”

American has placed firm orders for 42 Boeing 787 aircraft, with the right to acquire an additional 58. American will take delivery of both the 787-8 and 787-9 as part of the 42 firm orders. American expects its first 787 to enter revenue service in the second quarter, flying domestically between American's hubs for several weeks before being launched on international flights.

The 787 will bring new benefits to American’s network and customers. It has an onboard experience unlike any other airplane and provides improved aerodynamics, advanced engine technology, reduced maintenance requirements, better fuel efficiency and lower overall operating costs.

Responding to the overwhelming preference of airlines around the world, Boeing Commercial Airplanes in 2004 launched the 787 Dreamliner, an all-new, superefficient airplane. An international team of top aerospace companies builds the airplane, led by Boeing at its Everett, Wash., facility near Seattle and in North Charleston, S.C.

The 787-8 Dreamliner can carry 242 passengers up to 7,850 nautical miles (14,500 km), while the longer 787-9 can carry 280 passengers 8,300 nautical miles (15,372 km). The 787-10, launched in June 2013 and in development now, will fly 323 passengers up to 7,000 nautical miles (13,000 km), or more than 90 percent of the world’s twin-aisle routes.

In addition to bringing big-jet ranges to midsize airplanes, the 787 provides airlines with unmatched fuel efficiency, resulting in exceptional environmental performance. The family uses 20 to 30 percent less fuel with 20 to 30 percent fewer emissions than the airplanes they replace. The 787 also travels at a similar speed as today’s fastest twin-aisle airplanes, Mach 0.85. Airlines also realize more cargo revenue capacity—a 20% to 45% advantage over replacement airplanes.

The key to the exceptional performance of the 787 Dreamliner is its suite of new technologies and its revolutionary design.

At the heart of the 787 design is a modern systems architecture that is simpler, more functional and more efficient than that of other airplanes. For example, onboard health-monitoring systems allow the airplane to self-monitor and report systems maintenance requirements to ground-based computer systems.

Advances in engine technology are the biggest contributor to overall fuel efficiency improvements on the Dreamliner. The 787 features new engines from General Electric and Rolls-Royce that represent nearly a two-generation jump in technology.

The design and build process of the 787 has added further efficiency gains. Boeing and its supplier partners developed new technologies and processes to enhance efficiency. For example, manufacturing the 787 fuselage as one-piece sections eliminated 1,500 aluminum sheets and 40,000−50,000 fasteners per section.

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