January 14 2013  |  Airline & Terminal News

Snook named SVP Customer Service at American

By Rick Lundstrom

American Airlines announced last week that Jonathan D. Snook will be Senior Vice President – Customer Service, managing all aspects of the customer experience – from reservations and airport operations to inflight service and baggage handling.

Snook was previously American's Vice President – Operations Planning and Performance. He will be replacing Craig Kreeger who has been with the airline for more than 25 years.Jonathan Snook is a native of Manchester, United Kingdom

"Craig has always been a driving force at American – bringing innovation and transformation to so many parts of our airline for more than 25 years," said Tom Horton, American's Chairman and Chief Executive Officer. "Most recently, Craig aligned and consolidated a global team focused on improving the customer experience throughout all areas of travel. On behalf of the people of American, I thank Craig for his vision and dedication, and wish him the best as he returns to London to become Chief Executive at Virgin Atlantic."

Snook is a native of Manchester, United Kingdom, where he began his career at American as an airport agent, progressing into variety of leadership roles in international and domestic airport operations, Reservations, Sales, and International Planning. He also served as Senior Vice President – Customer Service for American Eagle between 2004 and 2010. For the past three years, Snook has served as American's Vice President – Operations Planning and Performance.

"Jon is a steadfast advocate for our customers and our people, and he has helped improve the company's operational performance and dependability to some of the best levels in years," said Horton. 

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