American Airlines CE: Our culture will continue to evolve

For American Airlines CE Doug Parker, the issues of trust and leadership are getting his full attention these days. "We have a business that's been transformed, but the culture hasn't been transformed," he said. "And that holds us back." Recently, American Airlines travellers have complained about clashes with airline employees, customer service ordeals, and allegations about racial discrimination. Parker acknowledges the problems and is trying to fix them. "In almost every case, we've put the employee in an incredibly difficult situation because of the rules we have in place. And it's the rules that are the problem, not the people," he explains. "And we need to work to make sure that we don't put people in these situations. As we do more and more of that, trust gets stronger." <br/>