American Airlines has promoted Jonathan Snook as its senior vice-president of customer service, replacing departing Craig Keeper.
Snook will oversee all aspects of the customer experience, ranging from reservations and airport operations to inflight service and baggage handling.
Keeper is leaving American to become chief executive of Virgin Atlantic Airways from 1 February.
Snook was previously vice-president of operations planning and performance at American. He also spent six years as senior vice-president of customer service at American Eagle.