The American Airlines operation began having real problems on Thursday. High winds in North Texas slowed down takeoffs and landings at the airline’s largest hub in Dallas. That led to cancellations, and crew out of position. They had to use their available employees on reserve.
As they faced the end of the month, they ran out of backup employees. The airline blames weather, but weather happens all the time to every airline.
American Airlines is sending out apology e-mails to customers explaining how they made the right decision in cancelling so many flights, and they won’t do it again because they’re staffing up.
But the message fails loyalty marketing 101.
A roundup of the most important stories of the day. I keep you up to date on the most interesting writings I find on other sites – the latest news and tips.
A roundup of the most important stories of the day. I keep you up to date on the most interesting writings I find on other sites – the latest news and tips.
A roundup of the most important stories of the day. I keep you up to date on the most interesting writings I find on other sites – the latest news and tips.
What’s an employee supposed to do when they see F-Fentanyl on a mask? American has said F-cancer is ok, after all.
Scenes from the American Airlines operational meltdown have been getting ugly. As the airline cancelled over 1000 flights on Sunday alone – the weekend of CEO Doug Parker’s 60th birthday – customer service lines stretched the length of airports and tensions rose. Here one group of passengers starts raising their voice to be heard about what’s (not) going on after their flights are cancelled and they’re given no options to get where they’re going. And an American Airlines agent responds by threatening to call the police.
A roundup of the most important stories of the day. I keep you up to date on the most interesting writings I find on other sites – the latest news and tips.
The Biden administration is getting behind a national no fly list though – at least to start – only for violent passengers. Remember that David Dao was accused by many of being violent when he was removed from a United Express plane. His face bloodied an officer’s hand.
American Airlines sent out a memo to all of its agents reminding them about all of the reasons they should use to deny or limit passenger claims for delayed, lost or damaged luggage, especially after international trips.
It was all probably right, of course, but it’s more important to train agents and baggage handlers on proper care for luggage to minimize damage to the items entrusted to them.
Gary Leff is one of the foremost experts in the field of miles, points, and frequent business travel -- a topic he has covered since 2002.
Co-founder of frequent flyer community InsideFlyer.com, emcee of the Freddie Awards, and named one of the "World's Top Travel Experts" by Conde' Nast Traveler (2010-Present) Gary has been a guest on most major news media, profiled in several top print publications, and published broadly on the topic of consumer loyalty. More About Gary »
