American Airlines’ Rhonda Crawford on Designing the Passenger Experience

What does it take to make the passenger experience feel considered, from the seat to the smallest onboard detail?

At IFSA Global EXPO 2026, Rhonda Crawford, American Airlines’ Senior Vice President of Customer Experience Design and Strategy, joined APEX Group CEO Dr. Joe Leader for a fireside chat inside American’s Flagship Suite Preferred.

In the six-minute conversation, Rhonda shares the thinking behind the suite, the airline’s approach to onboard dining, and its Centennial amenity collection, created in partnership with FORMIA.

Watch the full conversation below: