American Airlines has a message for flight attendants: if you want to learn to do your job better, come by on your own time if you feel like it.
Flight attendants don’t feel they get the service training they need to know what’s expected of them inflight, or how to deliver it.
Premium cabin service, as one flight attendant explains, doesn’t get additional training beyond a crash course in basic training. Flight attendants say that they don’t even all get to practice international service in training and their two practice flights are domestic, so they don’t get to practice on real international flights either. Many years ago, long before the US Airways merger, international service used to be a full week of training at American, giving everyone hands-on experience.
American is addressing the challenges of working the business class galley, which can be one of the toughest positions on an aircraft. Today and Friday they’re running voluntary sessions for whomever feels like it.
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Are you frustrated when you get called out to work business class galley? Has it been so long that you feel like you need a refresher? Don’t cry! Take BABY steps and come to the Business Class Galley Workshop held tomorrow, October 21, or Friday October 25th starting at 11am (both dates) down in ORD K19 ops! ALL BASES are welcome. Whether you stay 15 minutes or an hour, you are guaranteed to walk away more knowledgeable and more confidant than you did walking in. This is a “hands on” workshop where you will be setting up actual carts and inserts. Arrive at your convenience and stay as long as you want. Stop by while commuting in. Swing by while you sit reserve. @ordarnmusic and @namaya22 will be there to answer all of your questions. Hope to see you at one of the training sessions this week!
Are these recent reports from American Airlines international first class really that surprising, when there’s so little emphasis on what service delivery for premium customers looks like at American?
American Airlines Boeing 777-300ER First Class, Credit: American
Fundamentally American Airlines needs to explain to employees who they are and what their priorities are. If they want to earn a revenue premium for the investment in business class seats and lounges they’ve made, they need to offer training and message to employees that they are a premium airline. Too much of what they do sends the opposite message, and even airline President Robert Isom says they focus on matching Spirit and Frontier which is a problem.