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The PSA Way: Captain Jose O. Torres Lopez

Photo captures Captain Jose O. Torres Lopez standing in the aisle of the PSA aircraft that experienced the 3-hour ground delay. CA Torres Lopez is seen answering questions of customers on board.

We know our customers value getting to their destinations on time. It is a key factor in their experience and whether they want to fly on American in the future, but sometimes delays happen that are out of our control. Recently, Captain Jose O. Torres Lopez communicated that a long delay was ahead and went above and beyond his duty to ensure they understood why and was available to answer their questions. A customer was so impressed by his caring actions, they sent us a message on social media about it. Here is what Captain Torres Lopez shared with us about that day.

Photo captures Captain Jose O. Torres Lopez standing in the aisle of the PSA aircraft that experienced the 3-hour ground delay. CA Torres Lopez is seen answering questions of customers on board.

Flight Attendant’s extraordinary actions recognized in a letter from customer’s son: “Michael expressed as much concern and empathy as if he was part of our family.”

Michael Cruson standing in aircraft doorway with mask on

When our team members display care, compassion and empathy, it can make a tremendous difference in the lives of our customers and their families. Recently in Charlotte, Flight Attendant Michael Cruson went above and beyond to ensure an 85-year-old customer traveling alone made it to her destination to meet her family on time. Her son wrote a letter to American Airlines and PSA leadership to express his gratitude. Read his letter below.

Michael Cruson standing in aircraft doorway with mask on
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