Jonathan D. Snook was appointed Senior Vice President – Customer Service in January 2013, and is responsible for managing all aspects of American’s global team focused on the customer experience, from reservations and airport operations to inflight service and baggage handling.
Prior to this role, Snook was American’s Vice President – Operations Planning and Performance from March 2010 through 2012 with responsibility for the airline’s Integrated Operations Control (IOC) Center, as well as crew scheduling, airline dependability and operations engineering. The IOC is the nerve center of American’s flight activities throughout the world, monitoring and directing the operations of the airline’s 2,500 daily departures.
Previously, Snook was appointed Senior Vice President – Customer Service for American Eagle in January 2004 where he was responsible for all of Eagle’s airport operations, 4,000 customer service, field service, ground support and ramp employees as well as the carrier’s 1,300 flight attendants.
A native of Manchester, England, Snook began his career in the aviation business with Plane Cargo Ltd., joining American as an airport agent in 1986. He held a series of leadership positions at American Airlines in Airport Services, Reservations and Sales, including Managing Director – AAHolidays; Managing Director – Sales and Marketing, Europe, Middle East and Africa; Managing Director – Alliance Planning; and Regional Managing Director – Central Division.
Snook and his wife live in Southlake, Texas with their two children, where Snook is an avid soccer fan – supporting his Manchester City team and playing in local area leagues.