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. Additional responsibilities include the airline’s Customer Experience and Reservations teams, which provide customer service and recovery efforts for American Airlines travelers.
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.
Alison is an established leader within the travel industry with a caring management style and the ability to oversee multiple teams and functions globally. 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. Under Alison’s leadership, the American Airlines team accepted seven awards in 2017 from Global Traveler, a leading magazine for business travelers, including Airline of the Year. In 2018, BTN announced her interview, American Airlines’ New Sales Strategy, was their second most-read story of 2017. 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.
Alison grew up in Australia and later lived in London, England. She returned to Australia to attend Victoria University in Melbourne, earning a Business degree. She now lives in Dallas, Texas, and is married with one son. She is passionate about the charities she supports, and in her free time enjoys watching rugby and traveling. Alison had the pleasure of working in Fiji in the South Pacific for three years, and it’s one of her favorite places in the world.