of Airlines, Technology & Marketing [2 of 3]

Is AMR protecting customers’ information?


Without the ability to hack the inner sanctum, and given that American Airlines does not make its database usage readily available, one has to assume this is the goose's golden egg. As established as this multinational is, it would be highly imprudent to compromise this intellectual property.

Attacking this question in reverse, this writer has found no evidence of lawsuits calling into question any such compromise of personal information; so one has to assume that its actions have been effective thus far.



How is the airline using technology for consumer communications/interactions?

Direct mail and e-mail are the most frequently used channels for active interactions. Subcategories of this activity would include frequent flyer miles and branded credit cards.

So-called static channels include branded airport lounges, the website itself and all of its customer service representatives … simply there awaiting the opportunity to serve.

New generation technology includes social networking and PDA apps. Second tier to this includes blogs and forums (some of which include forums for employees, complaints and the general public: http://www.google.com/url?sa=t&source=web&cd=6&sqi=2&ved=0CEwQFjAF&url=http%3A%2F%2Fwww.airlinepilotforums.com%2Fmajor%2F54655-american-airlines-pilots-revolt-against-tsa.html&ei=GfyITePQCKKD0QHw04mEDg&usg=AFQjCNHDwxqE48SJA69_W5rdUEsTCauwOA&sig2=f_fkN_9Wu31__4xp9ZjeVw;

http://www.google.com/url?sa=t&source=web&cd=4&sqi=2&ved=0CDkQFjAD&url=http%3A%2F%2Fwww.indeed.com%2Fforum%2Fjob%2Fflight-attendant%2FNorth-American-Airlines%2Ft42063&ei=GfyITePQCKKD0QHw04mEDg&usg=AFQjCNEOog0NkI99yqtRogShc_2EN4QEkw&sig2=l06sdn5i27TdxzcjmONHdw;

http://www.google.com/url?sa=t&source=web&cd=3&sqi=2&ved=0CC4QFjAC&url=http%3A%2F%2Fwww.airlinecomplaints.org%2Fforumdisplay.php%3Ff%3D2&ei=GfyITePQCKKD0QHw04mEDg&usg=AFQjCNES3iUokUdYFT1BAWlME78cJr5_6g&sig2=dReTV07qJXv7C-vX9IUE0g;

http://www.google.com/url?sa=t&source=web&cd=2&sqi=2&ved=0CCIQFjAB&url=http%3A%2F%2Fairlineforums.com%2Fforum%2F30-american-airlines%2F&ei=GfyITePQCKKD0QHw04mEDg&usg=AFQjCNGkTQ9YrQdrdCDWQuwEBWo6J9KlMg&sig2=Se9FztsEzIiIJzN7A2DtTA;

http://www.google.com/url?sa=t&source=web&cd=1&sqi=2&ved=0CBgQFjAA&url=http%3A%2F%2Fwww.flyertalk.com%2Fforum%2Famerican-aadvantage-445%2F&ei=GfyITePQCKKD0QHw04mEDg&usg=AFQjCNEzPHTJPznD3B_7pBNGDSNeegT4nw&sig2=bjOhdBn4MUuRt-c0jd7ssg ).



Concluding thoughts

As this document’s intention is as a report to management (with an eye toward marketing and technology), this author cheerleads the base philosophy of protecting one's market share and remaining conservative. Especially pleasing is the current renaissance to embrace all consumers. This writer waits anxiously to see how the amplified communication of being global occurs, particularly as the expression manifests across a variety of locations elsewhere on the planet. Of particular interest will be any multicultural differences across what would essentially be one branding message.