American told customer service managers this week by memo that “[t]he FAA issued a notification to American Airlines indicating [they] are failing to comply with [their] carry-on baggage program parameters.”
In response the airline “committed to increase the number of self-audits at each mainline station” starting November 1.
- Hubs/Gateways – 90 self-audits per quarter or 30 per month
- Spoke Cities – 12 self-audits per quarter or 4 per month
American Airlines Gate in Phoenix
The airline is instructing each airport served by the mainline carrier to “become more directly involved in ensuring compliance with the COB program.”
The GM or station leadership will involve CSMs and/or managers to supplement Compliance Coordinators, where applicable, to support the additional workload.
While this ultimately comes from the FAA, this isn’t going to mean happier customers.