Alison Taylor | Chief Customer Officer
American Airlines

Alison Taylor, Chief Customer Officer, American Airlines

Alison Taylor is Chief Customer Officer at American Airlines. She serves as the voice of the customer and works to create a secure, comfortable and welcoming environment for our customers, to deliver unique and exceptional experiences at each step of the customer journey. Under her care, American is developing and implementing brand and marketing strategies to drive equity and value, with a focus on creating a more seamless travel journey. Alison?s team works to sell the product and experience, by building strategic relationships with corporate and group customers, travel management companies, online travel agencies, and travel partners. She also oversees the airline?s Customer Experience and Reservations teams. For the past 30 years, Alison has served in many leadership roles in two of the world?s top travel organizations. Before joining American Airlines in September 2016, she led the Sales team at Starwood Hotels & Resorts Worldwide, as Senior Vice President of Global Sales, based in New York. Her prior roles at Starwood include Senior Vice President of Sales and Revenue Management and Vice President of Sales, Revenue Management and Digital Marketing. She has lived and worked in eight countries, including over 20 years in Asia. In 2015 and 2016, Successful Meetings magazine named her one of the most influential people in the meetings industry, and in 2017, Business Travel News, a leading travel publication, named her as one of their Top 25 most influential people in business travel. In 2019, Alison was named Outstanding Woman of the Year and recognized among the Top 25 Women in Travel by WINiT by the Global Business Travel Association. She earned a Business degree from Victoria University in Melbourne, Australia.

back to speakers