After COVID-19 TrajectoriesIt would not be wrong to say that the novel coronavirus pandemic massively disrupted the value chain of the global aviation industry. Governmental interventions to mitigate the spread of the virus inevitably disrupted the operations of airline companies, and American Airlines Group was no exception. In 2020, the passenger enplanements of AAG dropped by 56 percent compared to the previous year. Subsequently, the operating revenue dramatically decreased from 45.8 to 17.3 billion U.S. dollars. However, the company showed the first signs of recovery in 2021; even though the Omicron variant was still persistently affecting the global economies, still the company’s had a positive trajectory compared to 2020.
In the fiscal year of 2022, AAG generated operating revenue to the tune of roughly 50 billion U.S. dollars. The majority of the company’s revenue comes from its domestic sector. According to the 2023 American Customer Satisfaction Index (ACSI) score for airlines in the United States, American Airlines received a score of 78 on a 0-100 scale grade on the quality of goods and services provided. It was topped by Alaska Airlines, which garnered an 81-point score.