In this Pharma Freight interview, Eric Mathieu, Managing Director Customer Experience, reveals how American Airlines Cargo has launched product enhancements to their TC offering for life sciences and healthcare. With so many pharmaceutical products requiring temperature control, it’s been important for American to update all practices, facilities and processes to be compliant and efficient.
Eric talks about the airline’s investments in facilities and its growing network. Two stations, New York (JFK) and San Juan (SJU) have recently become IATA CEIV certified through arduous training processes, new cooling equipment and regular quality inspections. These ensure reliable controls and safe handling to support high-value pharmaceutical air freight shipments.
The interview also explored American Airlines Cargo’s commitment to providing a diverse range of packaging and containers, highlighting the significance of the first passive container, the Pegasus ULD, into the airline’s offerings.
Eric was excited to talk about sustainability business plans. American Airlines Cargo began using biodegradable BioNatur plastics in 2022, which resulted in a reduction of long-term plastic waste by more than 150,000 lbs, the equivalent of 8.6 million water bottles, in 2023 alone. The airline has set goals to reduce GHG emissions by 45% by 2035, and to reduce Scope 2 emissions by 40% by 2035, as part of an overarching goal to reach net-zero GHG emissions by 2050.
As the session concluded, attention shifted towards the outlook for 2025, and the priorities set by American Airlines Cargo for the upcoming year.
Interview Highlights:
- Industry Stabilization: Although some stability has returned post-pandemic, challenges remain, especially in pharmaceutical air freight
- Network investment: American Airlines Cargo has upgraded facilities and introduced innovative passive containers like the Pegasus ULD
- Support for High-Value Shipments: New cold chain enhancements improve temperature control, reliability, and compliance, supporting sensitive, high-value pharmaceuticals
- Importance of Passive Containers: The Pegasus ULD provides robust, reliable temperature control, while reducing environmental impact and operational risks
- Sustainability Initiatives: American Airlines Cargo is committed to reducing its carbon footprint
- Future Outlook: AA Cargo is focused on sustainability and regulatory compliance to meet the evolving needs of the pharmaceutical industry in 2025 and beyond
About Eric Mathieu
Eric Mathieu is the Managing Director of Customer Experience for American Airlines Cargo. In this role, Eric is responsible for bringing further consistency to the entire cargo customer journey, from booking to customer resolution and claims. He oversees the cargo contact centers, the operation support teams and the customer relation department, ensuring a seamless and positive customer experience.
Eric began his career with US Airways based in Paris, France where he managed all the European Reservation Offices. He then moved on to lead European Operations, International Operations and eventually International Sales before joining American Airlines in 2013 after the merger with US Airways.
After joining American, Eric began his career in Cargo leading the Customer Experience team. He transitioned to an operational role as head of Cargo Operations before ultimately returning to lead Customer Experience again in his current role. His experience in the airline industry is impressive, spanning international operations, reservations, administration and cargo.
Born and raised in France, Eric is a graduate of Lyon University and is proficient in 5 languages: French, English, German, Spanish, and Arabic. He has dual citizenship between France and the U.S., but currently resides in Miami, Florida with his family.
About American Airlines Cargo
American Airlines Cargo transports cargo daily between major cities in the United States, Europe, Canada, Mexico, the Caribbean, Latin America and Asia. Offering a variety of products and handling capabilities, American Airlines Cargo supports shipments from life-saving pharmaceuticals to mail and e-commerce on the world’s largest passenger network. Learn more at aacargo.com.
