American Airlines flies to more than 300 destinations in the United States and internationally, and we are committed to providing our customers with a world-class travel experience. Despite the challenges presented by COVID-19 over the past two years, we continue to rigorously measure and track customer satisfaction through passenger surveys — efforts that led to further improvements in our operations and the services we provide. Although comfort and convenience are essential aspects of our service offerings, we know that dependability and reliability are the foundation for meeting our customers’ needs. Our chief priority is getting passengers to their destinations safely, on schedule and with their baggage in tow, and we closely track our performance on these metrics. Driving record performance in customer satisfaction In 2021, American safely transported over 165 million passengers, about 25% more than the next largest carrier. Despite the ongoing volatility in demand for air travel based on the spread of COVID-19 and its emerging variants, we achieved our best performance in on-time arrivals, on-time departures and completion factor compared with any pre-pandemic year in our history. Our operating performance was particularly strong during the year-end holidays. In fact, our on-time performance in December 2021 outperformed any December in years prior to the pandemic, and American performed better than our primary competitors in these key operational metrics during the month. We achieved these results despite an increase in sick calls toward the end of the year due to the Omicron variant, a challenge American managed with far less disrup - tion than other airlines. Driven largely by this performance, American posted record Likelihood to Recommend (LTR) scores for 2021. Our full-year score of 73.0 exceeded our target and reflected a 1.7% gain over 2020. Our score for the fourth quarter — 75.6 — was our highest ever recorded for a single quarter. LTR measures satisfaction on a scale of 0 to 100 points based on a recent trip, and it strongly correlates with on-time performance. Based on 2021 data, we see an average penalty of more than 20 points to LTR when a flight’s arrival is delayed. LTR also reflects other aspects of the customer journey at the airport and in the air, such as check-in and boarding, customer service and onboard products. Although LTR is a commonly used metric across indus- tries, there is no industry standard methodology for measuring or reporting it. Our sampling of 2 million customer surveys reflects a representative mix of customers by segment relative to the passenger mix of customers who fly on a daily basis. This helps ensure a balance of feedback from both AAdvantage members and nonmembers, making American more accountable to all our customers and helping us better understand their collective priorities. AMERICAN AIRLINES ESG REPORT 2021 47 \\ Indexes & Data \\ Team Members \\ Climate Change \\ Safety \\ ESG Strategy CEO Message SERVING OUR CUSTOMERS \\ Customers