AA Ramps Up 'Personalization' In Selling And Tailoring Services

"My immediate thought was that it was either a promotion or a generic airfare sale email." That was the posting by one frequent flyer on a FlyerTalk message board, but, on closer examination, the email turned out to be more than a slice of spam. Rather, it extended to the American Airlines customer an offer for an itinerary previously searched on aa.com, but never booked. "Still looking for great prices from Chicago O'Hare, IL, to Los Angeles, CA?" the email asked.