I’ve had amazing experiences with American Airlines flight attendants. I’ve described some as being on par or better than crews from Singapore Airlines. There’s even one who leaves inspirational notes for passengers. They go out of their way to provide genuine hospitality.
Unfortunately the rules they work under do nothing to encourage this. Indeed working alongside colleagues who don’t give it their all is demoralizing. Pay and benefits alone doesn’t motivate a workforce.
The airline’s management and unions have colluded to create an environment where the service provided by the very best flight attendants is an outlier. I’ve criticized the airline’s CEO for offering pay and policy changes in a desperate plea for employees to like him while demanding nothing in return. But it’s worth a look at the other side, too.
In April a video of an altercation between an American Airlines flight attendant and a woman with a stroller went viral. It appeared the flight attendant grabbed the woman’s stroller and reportedly nearly hit her baby in the process.
American immediately suspended the flight attendant, wanting to avoid an incident like United apologizing for having to re-accommodate passengers after a passenger was dragged down the aisle of a plane and bloodied.
The President of the American Airlines flight attendants union put out a statement:
- demanding better treatment of flight attendants
- blaming the airline for the incident (“tight schedules, overcrowded planes, shrinking seats, and limited overhead bin space”), and
- calling for outrage against the passenger who interceded on behalf of the woman with the baby.
The President of the flight attendants union sounds like the late Phil Hartman advertising the law firm of Green & Fazio,
Let’s be frank, what does a ‘No Trespassing’ sign mean when you’re as drunk as I was?
They can have their $2.6 million back, but who’ll give me back my tooth?
This week we learned that Pittsburgh is going to allow passengers past security even when they aren’t flying so that they can accommodate loved ones to the gate, meet arriving passengers, as well as shop and dine.
APFA National President Bob Ross is back again. And his starting point isn’t, how can we best meet the needs of customers? How can flight attendants earn more by delivering greater value?
In a short statement he takes a kitchen sink approach suggesting both that having passengers shopping in the terminal impedes flights attendants from stopping terrorists and means that passengers will miss flights because of long security lines (never mind that Pittsburgh is starting with limited hours precisely to test the effect on lines), oh and the decision is too proximate to 9/11.
Allowing the non-flying public to go through security at the Pittsburgh International Airport for the sole purpose of shopping is a terrible precedent and an ill-conceived decision.
Flight attendants are the last line of defense on an aircraft, and as first responders we know this move by TSA is a bad idea that needs to be reversed. Aviation security relies on a layered approach where if terrorists breech a layer, second and third layers come into play to protect us. Letting our guard down in Pittsburgh or any other airport for the benefit of retailers is not the right approach to airline safety and security.
Beyond security concerns, having shoppers clog already frustratingly long TSA security lines will lead to flight delays and more passengers missing flights, especially during the busy holiday season.
Personally, I’m stunned by the timing of this decision. Days prior to the anniversary of 9-11 is when we should be reminding the public of the need to remain vigilant—not sending the message that the airport is no different than their local mall.
It would be one thing to express concern about lines and hope the TSA has plans to mitigate those if indeed the volume of people looking to clear security is significant. But that would need to start from the perspective that the people who were making the choice to go through security had preferences and goals that were valid, worth something, indeed that people had moral worth.
Sending out press releases — communicating to the public — ought to put the best foot of service forward and start from how can we best meet customer needs? Anything else is a disservice even to their flight attendant members.
Of course the dynamics in the union are such that they have to project ‘strength’ at all costs. They’re locked in a game where to maintain power internally they have to saber rattle, no matter the issue. But even if they got everything they asked for it wouldn’t be sustainable because the company would be no better off because its customers would be no better treated.
This problem of course is not unique to American Airlines.
Hah! Since when FA’s job include of stopping terrorist? How do you handled a terrorist when you can’t even handle a drunk passenger?
Last line of defense? Bullshit? You can’t even serve food with smile and courtesy and you think you know kung-fu?
Lol…. let CIA, FBI do their job against terrorism. No need stupid amateur to interfere. Waitress on the air just do your job properly and look pretty/handsome.
FA’s are the most abused workers in America from my perspective. I think they would be better off to de-certify and work under state labor laws. At least when they show up for work they would start being paid and none of this silly cabin door closing BS. Barring that, get some union rep’s that don’t have SFB’s.
“Of course the dynamics in the union are such that they have to project ‘strength’ at all costs. They’re locked in a game where to maintain power internally they have to saber rattle, no matter the issue. But even if they got everything they asked for it wouldn’t be sustainable because the company would be no better off because its customers would be no better treated.”
Everything in this paragraph applies to the current North Korean situation as well.
@Gary, Totally agree, but no different from most unions or for that matter advocacy groups in general. Do you think that gun laws will ever be reduced enough to satisfy the NRA. Of course not, you have to keep up ginning up outrage to keep the troops energized to support the cause and the leadership employed.
Did I mention that American sucks and i avoid them whenever I can.
Oh Bob Ross, you’re such a fool.
Did he seriously call FAs ‘first respomders?’ That is completely outrageous.
Gary and the rest of you guys keep talking about service.
Don’t you realise that in America there is no service any longer?
Everyone has become a “security official”.
I think if FAs don’t get paid until door closes, they should not work until the doors close.
Now do you understand why you don’t get your predeparture drinks you neanderthals.
@Credit
Why in the world a passenger would even care when the FA getting paid? I paid my ticket to the airlines, the airlines provide me with service. That is transporting me from point A to point B, including whatever service I entitled (carry-on, luggage, meal, seat, pdb, etc.).
If FA doesn’t like the way they getting paid, quit! Get another job!
If they have a union, get the union to work it out with employer.
Passenger has done their obligation, paid the ticket. Why there’s need a reason for airline not to do theirs, such as serving PDB?
Just a stupid reason justifying lazy-grumpy-ugly FAs…..
Couldn’t agree with James more!! Maybe they should look into robotic flight attendants, lol!
Bob Ross is clearly one of the root causes of AA’s service “problem”. He obviously doesn’t understand who pays for his income.
Judging from some of the asshole responses… I am beginning to understand why Flight Attendants, sometimes appear irritated….
Being a Flight Attendant is an above-average paying job within those that only require a high school diploma. Yet I consistently receive better service from Starbucks (for $10) than I do from U.S. flight attendants in “first” class (for $1k+).
There’s something structurally wrong with this.
https://m.popkey.co/98d4e9/1GJN7.gif
If the union was in the least bit effective then their members would be paid from the time they log in for work, not when the doors close. No wonder they are so keen to get doors closed well before scheduled departure time!
You pretty much nailed it. He doesn’t understand what the union is there for and his response to the stroller incident you mentioned was a botched but blatant attempt to copy a sister union’s amazing response on CNN to the incident. Bob’s gotta go.
You are certainly not the first person to discover that a unionized workforce is not the best labor system for delivering customer service. Unions are generally an anachronism, which is why the percentage of private sector workers who belong to unions is so low, and dropping steadily (public sector unions make even less sense, but that’s another issue). But unless the major airlines get replaced by a series of non-unionized upstarts — which seems highly unlikely today — US airlines and US airline customers are stuck with them. So I think it’s better to place nice than be all confrontational about it.
Flight Attendants most certainly are First Responders. They have protected and shielded passengers during hijackings, they stopped the Shoe Bomber, they protected the cockpit during 911 and, transmitted vital information, they continue to do so now. They put out fires, provide medical aid and can give CPR and shock a heart to start it again. Who will you look to in an emergency for instructions, the waitress ? There are problems with the way the public acts today in public, and also problems with the way businesses operate today. But don’t blame front line employee, they are just the ones you see, not the ones responsible for the self serving, short sighted and poor business decisions.. If you think its tough to be an airline customer today, try being an airline employee. The public wants it cheap, this is what cheap gets you. Pay more to get more, or choose a different mode of transportation. You likely couldn’t pay for gas to your destination with the price of your ticket.
@airline employee
Whatever you said the courageous FA did, 9/11 still happened. What did FA on those flight do? What is the result?
If FA were trained to give emergency medical attention, then surely there would be no FAs screaming “is there a doctor on board?” Cut the bullshit will you?
If you think its tough to be an FA, well…. get another job!
It didn’t need high level of education, only weeks of training, with many perks, and you guys still complained?
Knock it off with the lies. Its boring. And stupid (understanable since most FA didn’t get to college or uni).
I can’t believe this guy equates Flight Attendants with First Responders. What delusion of self-importance. This mindset of “we are primarily here for your safety” that some FA’s love to preach is becoming more and more ingrained in their head. Frankly, the Captain and Co-Pilot have that under control, get us some drinks. If there is a problem, the Captain will let you know and you can stop your service and worry about my safety.
@Credit who stated…….
“I think if FAs don’t get paid until door closes, they should not work until the doors close.
Now do you understand why you don’t get your predeparture drinks you neanderthals.”
Here is the issue, if your employer tells you to serve J a Pre-Departure Drink, then serve a Pre-Departure Drink. If your employer doesn’t pay you until you shut the door, then take that up with your employer or have this union guy take it up for you.
Sounds like you should find another job if you aren’t happy where you are and you think the customers paying your wage are “Neanderthals”(sic).
@Airline Employee +1
@James – lump of coal
@Bob Ross – cut the histrionics. BTW, you get the uniform monkey on *YOUR* back now. good luck with that.
@all other FA’s (mostly AA) – Maybe I am unique, but the worst encounter I have had with an FA was when I had to give up my Starbucks coffee before takeoff. I have met and traveled the world with many of you (and a few a couple of times). I thought all of you were nice people doing your job in sometimes difficult circumstances.
@James
I think you are mistaking flight attendants for servants. What makes you think that you know everything about the job or the required job duties. I think you are mistaken as to the level of qualifications and the depth of training required. The Federally mandated duties of Flight Attendants and Pilots are completely outlined in Federal Aviation Regulations. I suggest you start reading them. As a passenger I have seen many passengers do things that are against those regulations, then become ugly when told they cannot. Most of the Flight Attendants that I have talked to seem very educated. Dealing with people like you would likely make the job difficult.
https://www.cbsnews.com/news/new-york-firefighters-taking-to-the-skies-as-flight-attendants-with-jetblue/
……Speaking of first responders. Jetblue hires alot of them from NYC. New York’s Bravest. 1 in 10 flight attendants at Jeblue have been fire-fighters for the great city of New York.
@ james, I am curious to know what kind of a job you have that makes you such an entitled, mis informed and clearly selfcentered buffoon.
Not just flight attendant unions, teachers unions are the worst w this. There are some amazing amazing teachers who get paid the same amount as teachers who don’t give a crap. Question to ask yourself – would you work harder if you could get fired or you couldn’t get fired. Teachers can’t get fired
Not surprising that Gary has posted this kind of anti union propaganda. He’s demonstrated in past articles that he blindly will follow the standard right wing “free market” myths. I recall his post about not wanting to travel to San Francisco because the City is stopping car rental companies from using Golden Gate Bridge tolls to gouge fees from tourists. I wish he would stick to the Miles and Points hobby and quit insertting this garbage into his blog.
Alex seems to have difficulty with reading comprehension I described the city of San Francisco’s complaint that drivers didn’t know about cheaper options than renting Hertz’s devices while also not informing motorists of those options on their own bridge… but I never wrote I didn’t want to go to San Francisco because of it. Somehow imagining things!
Here it’s just an attack on me (and a mistaken one at that) rather than somehow suggesting why the substance of the post gets something wrong?
Oh sorry Gary my mistake you said you “wouldn’t ever become a California employer, and (San francisoc suing Hertz to stop gouging customers) is a good reminder that it’s not worth offering a brick and mortar business to the public in the state either”
So basically you think the rental car companies screwing tourists is the OK thing to do and that the City trying to protect those customers from that abusive behavior is a bad thing.
Alex still can’t refute the actual argument..
Ok Gary,
we agree that the second point the union president made about long lines and people missing flight is totally legit. When I first heard about Pittsburgh opening up their terminal to non-fliers the first thing I though was “wow, security lines are going to be even crazier”. I flew in and out of Pittsburgh in July and the lines on Friday and Monday morning were significant (In fact they even opened up some weird extra temporary security tunnel to deal with the lines which I have never experienced at any other airport). i can only assume that if more people will be going into th eterminal which will now make the lines longer.
And we all know that President Trump isn’t going to be hiring more TSA agents to move things any faster because his proposed budget includes about a $500 million cut between 2017 and 2018.
On the first point about flight attendants being first responders:
Miriam Webster defines a First responder as “a person (such as a police officer or an EMT) who is among those responsible for going immediately to the scene of an accident or emergency to provide assistance”. The Journal of Emergency Medical states that “flight attendants are required to undergo initial and recurrent training on aviation medicine, first aid, CPR and automated external defibrillator (AED) usage every 12–24 months”. So we all know that flight attendants are in fact first responders when it comes to emergency medical situations on board aircraft.
Gary, you think that the airline union should not be communicating about this. So you ask the question that is apparently most important to you: “how can we best meet customer needs?” Well, I think that having a safe flight is the best way to meet a customers needs.
The union president states “Aviation security relies on a layered approach where if terrorists breech a layer, second and third layers come into play to protect us.” which it true. If you allow ticketed passengers into the terminal past security it does remove an economic barrier from potential security threats – They don’t need to buy tickets for a flight now!
I would also argue that the flight attendants union has every right and responsibility to speak out on this issue because it impacts their working conditions which is what a union is supposed to do. The America Society for Civil Engineers releases press statements about America’s failing infrastructure or the American Medical Association just releasing a press statement coming out against Trump’s latest blunder and that “Ending DACA would make doctor shortages worse”.
But whatever I know that whatever I say won’t change your mind . . . .
@Alex. I love how you go off topic re: the SFO comment and switch to “failing infrastructure” and DACA causing doctor shortages. You only support Gary’s initial comments, that unions are self serving, and the AA one in particular was quick to blame everyone but the FA in the stroller gate situation just like the NRA gerrymanders for gun rights as the NEA does for teacher’s unions. It’s never about the passenger (FA union), safety of the general public (NRA) or the children (NEA), it’s about the special interests they represent that keep the money flowing while the common person suffers.
@jim l
Sorry, I hit your nerve with facts.
@just a passenger
They are servants! With some training in security/safety procedures only because required by regulation. And yes, to the point of highschool, they were clearly educated.
If any of those FA have higher education, they wouldn’t be ranting about low pay and mistreatment. They resigned and look for a new job. You surely can understand this with enough logic….
@charles
Some other commenters agree with mine, clearly it’s not self centered, rather based on facts. Sadly that is…
@James
They are not servants nor are they slaves. They are licensed safety professionals through the FAA, just like pilots. You do realize that even if they did not serve you a single drink, they would still be required to be there to drag you off the airplane in an emergency.
From your attitude I doubt that you would put your life on the line to save other people. Just just to clarify the stupidity of your statement about education. Firefighters, Paramedics, Soldiers and Law Enforcement officers do not need a college degree, but they will risk their lives to save you.
The level of education received by an individual does not equate to their level of intelligence or common sense. Your level of education obviously failed.
@james – “Facts are stubborn things”, but the only thing your posts have in common with that statement is that they are stubborn, not factual. You have many *opinions*, which you are certainly entitled to have. Confusing the two is fools endeavor.
Hate to comment on such an old post but I just read it today.
I agree that the union isn’t really all that helpful in many ways but pay issues and socialism aside I ask myself. If I took a restaurant waiter or waitress and trained them on fire safety, cpr, how to stop an active shooter, etc. Would that make them a wait person or a first responder? And at that time would they no longer be required to give proper service to customers or is that even their primary job anymore? Or would they just harp on how they are there for my safety and how to use a napkin properly. Maybe how I’m not allowed to use my laptop during the appatizer. Or in the event of an emergency how I’m supposed to read the menu or safety card as they push all the chairs so close together that everyone in the restaurant is super uncomfortable except those that paid extra to sit near the exit and restrooms. Now mix in a union. I joke about this as I highly respect FAs but many are on a major union fueled power Trip like many NEA fueled teachers and working for low pay in a culture that is hard to leave.