Donnell K. “Don” Langford was appointed Vice President – Customer Care in 2012. In this position, he oversees and manages global Reservations operations, US/Canada airports in non-hub markets, Customer Relations, and Baggage Service.
Previously, Don served as Managing Director–Domestic Reservations since January 2011 and led efforts to implement new technology and improve sales and service throughout American’s domestic system.
Prior to taking on this role, Don served nearly a dozen years in American Airlines’ London operation, first as General Manager – Heathrow Airport, where he was responsible for 750 employees in the world’s largest international airport, and later as Managing Director Customer Service – Europe and India, with responsibility for customer service, safety and security across 16 cities in 10 countries.
Don earned his Bachelor of Arts degree from the University of Minnesota in Speech–Communications. He began his career with American in 1982 as a Ticket Agent in his hometown of Minneapolis/St. Paul.
He met his wife, Susan, that year when both were working the ticket counter. They have one son now in college, and live in Texas.