Preston Peterson

Preston is American's director of customer experience innovation with a focus on improving and enhancing the airport, service recovery and contact center experience for customers and team members. He joined American in 2013 and spent two years in network planning leading analytics projects and managing domestic capacity for the Chicago O'Hare and Hawaii markets. He joined Customer Experience in 2015 and now works on delivering a frictionless customer experience through the design, development and implementation of technology solutions. In 2020, that work is focused on delivering contactless options for all airport touchpoints and creating partnerships to deliver a digital wellness wallet for Covid-19 testing and documentation requirements. Preston earned a BSc in biology and an MBA from Brigham Young University. Personal fact: He sits on the Town of Flower Mound Parks Board and enjoys traveling and doing anything outdoors with his wife and four children.