Susan Fioriti

Together with regional partner American Eagle, we offer an average of 6,700 flights daily to more than 350 destinations in more than 60 countries. We're a founding member of the oneworld® alliance, whose members and members-elect offer more than 4.5 million flights annually to more than 900 destinations globally.

Briefly describe the nominated individual: history and past performance (up to 1,250 characters):

Overview:

Susan Fioriti exemplifies what it means to deliver exceptional customer care and transform challenges into opportunities. Since joining American Airlines on Aug.11, 2022, Susan has consistently demonstrated resilience, empathy, and innovation in her roles, first as a Travel Professional supporting the Central Baggage Resolution Office (CBRO) and now as a key member of our Customer Success team. Her journey reflects unwavering dedication to improving customer experiences and driving measurable impact for the company.

Outline the nominee's achievements since July 1, 2023 that you wish to bring to the judges' attention (up to 1,500 characters):

Central Baggage Resolution Office (CBRO):

Susan began her career handling some of the most sensitive and emotionally charged customer interactions: baggage issues such as delays, damage and loss. These stressful situations often involve customers traveling for weddings, funerals or milestone events - where missing or damaged luggage can turn a special occasion into a nightmare. From day one, Susan embraced these challenges with empathy and determination, consistently turning negative experiences into positive outcomes.

One of the most complex tasks in CBRO is bag tracing which involves locating misplaced luggage when tags fall off or bags are routed to the wrong city or even country. This process can feel like finding a needle in a haystack. Susan mastered bag tracing, combining deep knowledge of tracing tools with exceptional communication. By engaging customers to identify unique items and leveraging every resource available, she successfully located 34 bags in 18 months, saving American over $92k in potential compensation payouts. This achievement not only restored customer trust but delivered significant financial benefit to the company.

Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 1,500 characters):

Career Journey and Impact:

Transition to Customer Success

In April 2024, Susan accepted a new role supporting high-value customers, including Concierge Key and Executive Platinum members. This transition introduced her to a new set of challenges, including complex service recovery and relationship management. While the role required learning new systems and processes, Susan's baggage expertise and customer-first mindset gave her a unique advantage. She quickly adapted, demonstrating that exceptional service is not about having all the answers - it's about listening, empathizing, and acting decisively.

Susan's ability to connect with customers is extraordinary. She makes every interaction personal, ensuring customers feel heard and valued. Her empathetic approach and commitment to resolution have earned her 141 customer praises (and counting) in just over a year. These accolades reflect her consistency in delivering service that goes beyond expectations.

Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 1,500 characters):

Customer Testimonials:

Here are just a few examples of the feedback Susan has received:

• "Thank you for your time, call, follow-up, and thoughtful approach. I appreciate your effort on my case as well as the resources you provided. The credit is greatly appreciated and very kind of you. As I mentioned on the phone, I am very grateful for the humanistic approach you too, something that had sadly been missing from previous engagement. You helped tremendously."
• "Please let your supervisor know that you saved a loyal customer."
• "I greatly appreciate the care and response you've given me. I'm loyal and enjoy my experiences on American Airlines because of people like you."

These comments underscore Susan's ability to create meaningful connections and restore confidence in our brand.

A Standout Example:

On Oct. 7, 2025, Susan handled a particularly sensitive case involving a family traveling for the funeral of a loved one. Their luggage was delayed for two days, adding emotional and logistical stress to an already difficult time. Susan immediately took ownership, contacted the family and listened with empathy. She acknowledged the significance of the trip and the emotional weight of losing a grandmother at age 103. Through clear communication and timely follow-up, Susan resolved the issue and restored the customer's faith in American. Her grace and professionalism in navigating such a complex situation exemplify why she is an outstanding nominee.

Why Susan Deserves This Award:

Susan Fioriti is more than a customer service representative - she is a brand ambassador, a problem solver and a source of hope for customers during their most challenging travel experiences. Her achievements speak volumes:

• 34 bags traced, saving over $92k in compensation costs.
• 141+ customer praises for exceptional service.
• Proven ability to adapt, learn, and excel in new roles.
• Consistent demonstration of empathy, professionalism, and leadership.

Susan's story is one of perseverance, skill and heart. She embodies the values of American Airlines and sets a standard for excellence that inspires her peers and earns the trust of our customers. For these reasons, we proudly nominate Susan Fioriti for the Stevie Award.