For at least five years American Airlines has been saying that the two things that drive premium passenger satisfaction with cabin crew are being addressed by name, and being served a predeparture beverage.
Getting flight attendants to serve predeparture beverages has been an ongoing challenge at American. Here was their reminder to crew back in 2015:
At the same time, flight attendants feel they aren’t being paid until the flight leaves, so some are resistant to doing ‘extra work’ during boarding. Flights are often miscatered or catered late, making it difficult to provide predeparture beverages. And the airline has privileged exact on-time departures over everything else – flight attendants are reluctant to be in the aisle during boarding, which can slow down departures.
Against this backdrop the airline is making another run at pushing flight attendants to do predeparture beverage service up front, and to address customers by name. This time they’re using fortune cookies to deliver the message.