American Airlines: Our New Flight Attendants Lack the Training to Provide Good Service

airline food
Nov 19 2018

At the most recent employee question and answer session with American Airlines CEO Doug Parker, a flight attendant asked about the airline’s inflight product — she hears from premium customers that the product United and Delta offer are better, and she worries because new American Airlines flight attendants aren’t getting training in service, and ‘half’ of flight attendants don’t follow the service standards that do exist.

Ok, she did more than ask about the product. She looked right at her CEO and said American’s service standards “suck compared to United and Delta.”

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American’s CEO Focuses on Operation Over Customers Because He Believes That’s What Customers Want

airline seats
Nov 18 2018

American Airlines CEO Doug Parker says their relentless focus on exact on time departures is what customers want, even though it means that upgrades don’t get processed, flights don’t get catered, and customers are forced to gate check bags unnecessarily.

Airlines that achieve operational reliability do it by getting the right resources in place to accomplish everything that’s necessary to get planes out on time, not by requiring employees to skip steps and inconvenience customers in order to achieve operational goals.

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Heartbreaking: Woman Shipped 80 Year Old Father to Denver With His Dog And No One to Care For Him But United

people in line at airport
Nov 17 2018

We hope not to be burdens on our children. Many people would choose not to let themselves reach the point where they don’t know who they are and can’t function independently. But we try to extend lives, and the burdens on families and on society for costs, are significant.

So we wind up with people sent to the airport, where the best we can hope for is a compassionate United Airlines employee to see that they’re taken care of.

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Some American Airlines Flight Attendants Refuse to Serve Drinks to Passengers

airline drinks
Nov 17 2018

In the spring American Airlines started offering free alcoholic beverages to passengers seated in their extra legroom Main Cabin Extra seats, copying Delta (although Delta offers snacks too). American’s flight attendants have expressed frustration.

They’ll say they’re concerned about customers drinking too much, but the real concern appears to be having to do more work.

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