Our mishandled baggage rate (MBR) rose to 7.63 in 2021, due largely to the significant increase in flights and travelers as we ramped back up operations. Our higher MBR rate of 8.48 in 2019 provides a somewhat better point of comparison, although our flight volumes for that year were greater than in 2021. Enhancing the customer experience Providing exceptional service is crucial to our success. In 2021, American was recognized for the fourth consecutive year with the prestigious Five Star rating in The APEX Official Airline Ratings — Global Airline category. This rating is based on verified customer feedback on the overall travel experience. Among the dozens of initiatives we implemented in 2021, we expanded our free inflight entertainment options through exclusive partnerships with Rosetta Stone, Skillshare and Apple Books. We also reintroduced free access to live sports and news networks for customers traveling on any of American’s domestic narrowbody aircraft. These inflight entertainment offerings are supported by the fastest Wi-Fi on more aircraft than any other carrier. Through our Five Star Essentials service, we simplified the airport experience at select locations for passengers traveling with children or with anyone needing extra help. Among other travel enhancements, the updated American Airlines app added a chat function so that customers can ask a Customer Care representative for assistance in real time. With so many customers amassing flight credits as a result of COVID-19, we also streamlined the process for redeeming credits online without requiring specialized assistance. In addition, we introduced an automated callback feature to support customers who prefer to manage their travel over the phone at a time that’s most convenient for them. We have introduced a number of other initiatives in 2022 that should further improve the customer experience, such as a relaunched effort to improve accessibility for passengers needing wheelchairs or other support while traveling. Further, as we continue to expand our partner - ships, we are rolling out customer surveys across them as well to ensure we are delivering for the customer across carriers. Being fair and honest in our interactions We are in business to provide safe, dependable and friendly air transportation to our customers, and we work hard to make their experience a positive one. At the same time, operating a network of more than 3,400 daily flights is challenging and complex, and inevitably some of our flights are affected by adverse circumstances — some within our control and others not. When that happens, our comprehensive customer service plan outlines the many policies and processes we have put in place to ensure that American’s customers are treated fairly and receive the assistance they need. In addition, we are committed to accuracy in our commu - nications and marketing — and to refrain from any deceptive practices. Responding swiftly to customer concerns The ability to respond swiftly to any customer concerns is a critical part of our approach to customer satisfaction. During peak times, when our response may not be as rapid as we would like, we have tools in place such as chat through the mobile app, automated callback and immediate, automated correspondence to update customers with the most relevant information for their travels. We also share reports of customer concerns quarterly with senior executives and our Board of Directors. Our Chief Customer Officer receives information about customer correspondence daily. American is especially focused on comments that allege discriminatory behavior, and we have empowered a special Customer Relations team to increase awareness of such complaints among customer-facing team members. Each allegation is investigated, and disciplinary action — up to AMERICAN AIRLINES ESG REPORT ffff 48 \\ Indexes & Data \\ Team Members \\ Climate Change \\ Safety \\ ESG Strategy CEO Message SERVING OUR CUSTOMERS \\ Customers