At an employee forum in Philadelphia this week American Airlines President Robert Isom was asked when the airline would work with the city to clean up the airport?
She noted that customer service starts from the door,
When they walk in and they see a chair with filth… maggots at the gate.. we have roaches in the break room.. You have ConciergeKeys coming out of a $100,000 Escalade up onto a jet bridge with feces and dirt. The floors are never cleaned… the bathrooms, I’d like to take you on a tour of the lady’s room.. a lot of it is the city cleaners sleeping instead of cleaning.
Isom said that in 2017 ten jet bridges were replaced, and “there’s a game plan to replace all jet bridges that we use… OTG is opening up new concessions.”
He noted they pay for “75% of the bills around here… at the end of the day it is not right to be paying that for goods and services that are supposed to be delivered.” Isom committed to “talk to Doug Parker this week, and we’ll figure out how we can get the Mayor and the Airport Director aware of the situation.”
American and the airport ‘changed facilities people’ and the cleaning contractor in Philadelphia, and American says they’re working together to improve conditions.
Meanwhile Isom acknowledged that his own travel experience is different than those of customers and his employees. He told a story about his pilot on the way into Philadelphia once telling him to expect that “nothing works, we don’t have ground equipment, the jet bridges don’t work, you name it… when we touch down in Philadelphia you’re going to be in a line that’s 40 minutes long, when we get to the jet bridge there’ll be nobody there.”
Yet when he touched down it’s “as if the seas had parted and we pulled up to a gate and we had a receiving line of a lot of people.” And that’s why he’s out of touch with the customer experience. He said “I know the conditions are tough.”
Oddly though he ended the discussion by saying Philadephia services American Airlines really well. So I guess they’ll be paying their cleaning bills after all.