Journey Guardian AI 1

American Airlines Journey Guardian The A1 Brain for Every American Airlines Customer Journey Every Journey is Remembered. Every Disruption is Anticipated. Every Customer is Valued. FLI TS BAGGAGE MOBILE APP AIRPORT OPERATIONS WEATHER LOYALTY CUSTOMER SUPPORT CREW.

Airlines Remember Trips. Customers Remember Journeys. Bridging the memory gap with Journey Guardian A1 X THE GAP TODAY Airlines have short-term memory TRIP 1 Flight Delayed TRIP 2 Lost Baggage TRIP 3 Calls Support "How may I help you today?" The airline starts over. The customer never does. @ OUR VISION The airline remembers every journey Flights Every trip Weather Every disruption Baggage Every issue Preferences Every choice Loyalty Every milestone C) support Every interaction American Airlines Journey DNATM A living memory Of every experience A Journey Guardian A1 Understands. Anticipates. Acts. The airline remembers. 000 We don't just see you. We remember you. Every journey becomes a better one. That's how we earn your next journey. 02.

American Airlines INTRODUCING Journey Guardian THE MEMORY LAYER OF AMERICAN AIRLINES JOURNEY DNR" A living memory of every journey, experience and interaction. NEXT BEST RECOVERY ACTIONT" A1-powered recommendations designed to rebuild trust and delight every time. 0 WERED BY TRUST. DRIVEN BY CUSTOMER HAPPINESS SCORE Real-time measurement that balances custorner delight with business value. EXPLAINABLE A1 Every recommendation comes with reason, confidence and expected impact. PREDICTIVE RECOVERY Anticipates disruptions and acts proactively before they happen. Not just another recommendation engine. A system that remembers, predicts, and rebuilds trust. STRONGER RELATIONSHIPS FASTER & SMARTER RECOVERIES HIGHER LOYALTY & ADVOCACY HIGHER REVENUE 000 & LIFETIME VALUE LOWER COST TO SERVE.

American Airlines 1. EVERY SIGNAL. ONE MEMORY. Flights & Itinerary Past trips, segments, delays, cancellations Weather & Disruptions Real-time weather, airport & ATC alerts Baggage Baggage history, issues & claims Loyalty & Profile AAdvantage tier, tenure, lifetime value Preferences Seat. meal. entertainment, communication Support Interactions Chats, calls, feedback. surveys & resolutions Operations Data Gate status, crew, fleet, connections & resources How Journey Guardian A1 Thinks From customer memory to intelligent recovery in real time 2. JOURNEY DNA"' A living memory Of every customer journey lil JOURNEY GUARDIAN A1 THE MEMORY LAYER OF AMERICAN AIRLINES 3. A1 REASONING & PREDICTION Understands. Anticipates. Recommends. A1 THINKING IN REAL TIME lil Q Customer has flown 17 times Previous baggage issue Weather alert at DFW Missed connection probability Customer Happiness Score declining Journey risk detected 82% HIGH lil 4. NEXT BEST RECOVERY ACTION'" A1-powered recovery that balances customer trust and business value priority Baggage Auto Rebooking A1 CONFIDENCE Anticipate issues. Minimize impact. Lounge Access Greeting Journey Guardian A1 doesn't just recommend the next action. It recommends the next best recovery that balances customer trust and business value. Recover proactively. Delight consistently. EXPECTED OUTCOME +18 CSAT +22% Recovery Success @PMÆROVE Higher NPS. Stronger loyalty. INNOVATION + ARCHITECTURE 5. ACTION EVERYWHERE. EXPERIENCE EVERY TIME. Proactive alerts & personafized options Agent Console Srnart recornrnendations for faster resolutions Cabin Crew Real-time context to delight customers Airport Ops Better decisions, smarter recovery Customer Support Full context. One conversation. DRIVE VALUE Increase revenue. Lower cost to serve..

American Airlines Every Passenger Deserves a Better Next Journey. From one experience to lifelong loyalty. MEET SARAH Journey Guardian A1 remembers. PREVIOUS JOURNEY Lost Baggage Frustrating experience Missed Connection Stress & inconvenience Low Satisfaction Survey score: 2/5 It felt like the airline had forgotten me. " CURRENT JOURNEY A1 anticipates. A1 acts. Trust is rebuilt. A1 DETECTS O Previous baggage issue Weather disruption ahead Short connection risk C) Declining happiness score BUILT FOR EVERY KIND OF JOURNEY Intelligent recovery for every customer, every time. NBRNM Next Best Recovery Action A1 RECOMMENDS & ACTIVATES Priority Baggage Rebooking Lounge Voucher Greeting PREVIOUS ISSUES Recovery Offers Restored trust WEATHER DISRUPTIONS Proactive rebooking Travel protection VIP & ELITE CUSTOMERS Dedicated support Premium treatment FAMILIES Early boarding Family seating Journey Guardian A1 Understands every journey. Adapts to every customer. Delivers what matters. FIRST-TIME TRAVELERS Extra guidance & support BIRTHDAYS & SPECIAL DAYS Bonus miles Surprise treats FREQUENT FLYERS Personalized Offers Priority benefits HAPPY PASSENGER. RESTORED TRUST. Survey score: 5/5 I felt valued. I felt remembered. " We disappointed you once. We'll work harder this time. Remember every journey. Understand every customer. 9 Anticipate every disruption. Act with intelligence. Rebuild trust. Create loyalty. noon ACCESSIBILITY NEEDS Priority assistance Comfort care Deliver value. Drive results. BUSINESS TRAVELERS Schedule protection Lounge access Better experiences today, Stronger relationships forever..

American Airlines 1. BUSINESS IMPACT Why Journey Guardian A1 Wins The A1 capability that transforms every customer journey into a long-term relationship. Delivering measurable value for customers and for American Airlines. CUSTOMER OUTCOMES AMERICAN AIRLINES VALUE 0 Higher Satisfaction De•t at evay tcuchpoint Stronger Trust We remember and care you Better Loyalty Customers choose AA again and again 8 Personalized Journeys Relevant. contextual Faster Recovery resolved befcye they escalate Higher NPS Stronger customer Increased Revenue More bookings & ancillary spend Support Costs Fewer contacts, smarter automation o More Productive Agents Right context. Right action. o Better Operational Efficiency Proactive decisions, optimized operations Customer Happiness Scorer" A1-powered score that predicts customer happiness and helps act early to drive better outcomes. Current Journey Journey Guardian A1 87 This is an operational score (0—100) combining disruption history, recovery quality, sentiment. loyalty status and journey context to prioritize proactive Care. 2. WHY WE'RE DIFFERENT -8 TRADITIONAL AIRLINE A1 JOURNEY GUARDIAN A1 Trip-centric Rule-based Focus On a single booking Responds after the issue occurs Static rules, limited learning vs One-time recommendations NO men-vy across journeys Solves operational problems Not designed to build relationships Traditional A1 remembers bookings. Journey-centric Predictive Learns continuously Next Best Recovery ActionTM Builds customer trust Journey Guardian A1 3. ROADMAP TO ENTERPRISE JOURNEY GUARDIAN A phased approach. Real impact. Rapid value. Q3 2026 Journey DNA"' MVP Persistent customer memory with historical journey context. Q4 2026 Next Best Recovery ActionTM A1-powered recovery recommendations for agents and customers. QI 2027 Predictive Recovery A1 Weather, connection and baggage risk prediction with proactive recovery. Q2 2027 Journey Guardian Copilot A1 assistant for airport agents, cabin crew and customer support. Remembers every customer Anticipates disruptions Smarter with every interaction Intelligent, context-aware recovery Creates loyalty that lasts remembers people. Q3 2027 Enterprise Journey Guardian Platform End-to-end A1 orchestration with human oversight for high-impact actions. Continuous Improvement Powered by data. Validated by results. Scaled across AA 000 Happier customers. Stronger loyalty. Lower costs. Sustainable growth. Outcomes will be measured using American Airlines' existing KPIs 0000 (N PS, CSAT, repeat bookings, support interactions, recovery time, etc.) through pilot programs and A/B testing..

AmericanAirlines 1. LIVE DEMO FLOW See Journey Guardian A1 in action EXPERIENCE. VISION. FUTURE. Journey Guardian A1 in Action 2. CONNECTED INTELLIGENCE ACROSS THE JOURNEY One A1 brain. Every touchpoint. One seamless experience. O 1 I BOOK FLIGHT Custorner books on any channel JOURNEY DNA LOADS A1 retrieves history, preferences and past experiences A1 DETECTS RISK Detects disruption risk proactively (weather, connection, baggage) NBRATM GENERATED Next Best Recovery Action recommended by A1 AGENT APPROVES Human in the loop ensures right action CUSTOMER DELIGHTED Proactive recovery creates a delighted customer GATE AGENT Real-time insights & recovery actions AIRPORT OPERATIONS Smarter decisions. faster recovery MOBILE APP Personalized updates & proactive alerts JOURNEY GUARDIAN A1 Remembers. Predicts. Acts. CABIN CREW Passenger context at 35,000 ft CUSTOMER SUPPO Full context. Faster Right action. Right time. Every time. Powered by memory and intelligence. Every interaction remembers. Every journey improves. Today's airlines manage trips. s/ We understand every customer. .0 Journey Guardian A1 builds We anticipate every disruption. 3. OUR VISION FOR THE FUTURE Building the future of customer care, today. TODAY Journey DNA"' Persistent memory of every customer journey, preference and interaction. TOMORROW Predictive Recovery Anticipate disruptions and take proactive recovery actions. NEXT Journey Guardian Copilot A1 assistant for agents and crew to act with speed and confidence. FUTURE Enterprise Journey Intelligence Enterprise-wide A1 orchestration delivering autonomous, trusted journey outcomes. lifelong relationships. O deliver what matters most. We.

American Airlines The A1 Brain for Every American Airlines Customer Journey JOURNEY GUARDIAN Every Journey is Remembered. Every Disruption is Anticipated. Every Customer is Understood. THANK YOU! QUESTIONS? Built for Customers. Backed by A1. Designed for Employees. Delivered by American. Shaping the Future of Customer Care Together. Today's airlines manage trips. Journey Guardian A1 builds lifelong relationships..