Suzanne Rubin replaces Maya Leibman as President of AAdvantage
Suzanne Rubin, formerly Managing Director, Customer Loyalty at American Airlines, has been named President of the AAdvantage Program.
From the press release at AA.com:
American Airlines today announced that Suzanne Rubin has been named President of the American Airlines AAdvantage program, succeeding Maya Leibman, recently promoted to American’s Chief Information Officer and Senior Vice President – Information Technology.
As President of AAdvantage, Rubin will be responsible for American’s frequent flyer program, which includes more than 67 million members and more than 700 award destinations across the globe. Rubin joined American in 1999 and has held a variety of leadership positions in revenue management, sales, AA Vacations, American’s pricing organization, and as head of customer loyalty, research and customer relationship management.
She’ll be replacing Maya Leibman, who was promoted to CIO earlier this week.
Let’s hope she’s as active and welcome on FT and MP as Maya was/is!
Maya had a really successful run. I’m hoping the same will be true for Suzanne Rubin.
We call this a Battlefield Promotion.
That’s one way of looking at it 😉
While AA-US Air “iron out” the loyalty perks, American Airlines has unilaterally, and without notice, taken away 771,000 miles that I had earned through the program. When I contacted American Advantage I was told that I would have to pay $600 plus tax to get these miles reinstated. The agent also advised me that I had agreed to these terms, and upon my request for her to provide such an agreement, on three separate occasions, she stopped responding. Ironically, I just received a new Platinum card with a note from Suzanne Rubin that begins with “When we say thanks a million, we really mean it. We truly appreciate your AAdvantage Platinum Million Miler status…”
The tone of the email from the Agent (Sandra Fisher) is not customer friendly; in fact my experience would classify it as hostile. She could not prove that American sent any notice of pending mileage expiration, because no notice was sent. She stopped responding to my request for production of documents because no such document or agreement exists.
I uncovered this situation while I was trying to redeem miles for a trip. At this juncture, I feel that my miles are held hostage for the $600 plus tax. If I am forced to pay such sum to make the redemption, I will bring my experience to the media to share this experience; contact the AG’s office and will seek other adjudicative means for redress.
Congratulations American, you successfully converted one loyal customer and an avid fan of your Airline to a disgusted customer that will take my loyalty elsewhere.