Dallas (December 1, 2017)—In a meeting yesterday, the NAACP and
several civil rights organizations agreed with American Airlines on a
package of changes to the company’s internal processes for addressing
claims of racism and discrimination.
“This is a good start to changing internal processes that allow
for discrimination, racism and implicit bias to continue to exist within
companies,” said NAACP President and CEO Derrick Johnson. “We think that the
steps taken by American Airlines, if fully implemented, will not only change
the way they engage their customers and employees but will serve as a model for
American promised to implement the following actions:
1. Conduct a diversity and inclusion gap
analysis, led by an independent firm that will review its diversity and
inclusion practices, including hiring, promotion, training, customer and team
member experience, and make recommendations where gaps exist compared to
industry best practices. With that knowledge in hand, it will develop an
action plan to become world class in all areas.
2. Implement company-wide implicit bias
training to examine ways to recognize – and begin to correct – implicit bias.
This training will start with American’s leadership team, and include each of
its 120,000 team members.
3. Overhaul its customer discrimination
claims process and create a new customer resolution team that will specialize
in managing discrimination complaints to improve response, visibility and
coordination across the company.
4. Sharpen its focus on team member
concerns by increasing awareness of work environment policies and the process
to report concerns, and improve its internal oversight and resolution of team
member discrimination claims.
The plan was made public after a meeting yesterday between
American Airlines CEO Doug Parker, NAACP President and CEO Derrick Johnson,
NAACP General Counsel Brad Berry, Tamika Mallory, activist and co-President of
the Women’s March, Ajmel Quereshi of the NAACP Legal Defense Fund, and
representatives of other civil rights organizations.
While acknowledging the positive steps taken by American
Airlines, the NAACP will continue its travel advisory until sufficient progress
toward the goals are met, and will continue to accept reports regarding alleged
discrimination on its website.
think were on the right road, but the NAACP will continue to meet with Doug
Parker and other senior? American Airline employees to ensure that the company
walks the walk as well as it talks the talk,” said President Johnson.