Armchair CEOs are everywhere, but perhaps not more so than in the frequent flyer community regarding airline leadership. But replacing American Airlines CEO, Doug Parker, wouldn’t necessarily solve their problems.
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There’s a Revenue Problem
Gary Leff has pointed out several times (and I am happy to reiterate) that American Airlines isn’t making money from flying airplanes anymore, they remain profitable solely due to their credit card banking relationships. It’s worth emphasizing that again, in the best possible economic times for US airlines in the last 20 years, American Airlines is losing money as an airline and making money as a loyalty program.
Revenue has been falling compared to peers without any substantial new entrants, this is purely American’s customers voting with their feet and their dollars. But that doesn’t mean that a new CEO will reverse the course of their airline’s revenue trouble.
There’s a Strategy Problem
Years ago, American took the right customer tactic and got burned for it – More legroom through coach. They offered more space to every man, woman, and child in the back of the plane than most carriers do today. Customers responded by continuing to choose less expensive carriers rather than paying a little more for each ticket and the strategy was scrapped. Interestingly, Southwest has struck the value cord with their “Bags Fly Free” mantra that has helped them inch away from the Low-Cost Carrier model they once pioneered.
They continue to de-hub the New York market (JFK and LaGuardia for domestic non-transcontinental) due to the proximity of Philadelphia, established operations and lower cost basis. In fact, with forever fragmented Los Angeles and New York City markets (multiple airports and everyone claims each is a hub) American has more or less retreated into fortress hubs and reduced service at O’Hare, their only true split hub city.
The problem is that Philadelphia is not New York City, Washington National is not Washington Dulles. While Newark isn’t New York City either, United has the most flights into the market of any of the carriers so their dominance defends their role as the leading carrier from the market. Their strategy of avoiding competing in markets where they are not protected by the sheer volume of flights and a reduction of peers has failed.
There’s a Customer Service Problem at American
In my own experience this week on American Airlines flights (for just the third time this year since leaving them), the apathetic staff makes for distasteful customer experiences. While our checkin agent was great, I was shuffled along by a kiosk manager who was unwilling to listen to my needs which couldn’t be solved by the machine.
Gate Agent Mai in Miami, was rude and condescending before she even understood my question or status. She chose to fly the plane with six empty first class seats despite being eligible for an upgrade, having the appropriate instruments and an empty upgrade list. One passenger had an issue with her seatbelt. She rang the call button several times but was promptly ignored for ten minutes. Finally, the coach FA came on the PA and instructed that “unless it is a medical emergency, do not ring the call button.”
Mai came on board to verify something, the passenger raised the issue with her, she instructed her to ring the call button. Upon so doing, a furious FA marched through the aisle and asked if it was a medical emergency. She indicated that her seatbelt didn’t work properly and the FA condescended the elderly passenger and made her agree that she wouldn’t push it again unless she had a true medical emergency.
Not all American Airlines employees are this way – I will agree, but more than other carriers in my experience (including Spirit), American staff is demotivated and unpleasant.
But don’t take my word for it, take American’s. The carrier is looking for ways to increase the number of customers that recommend them, Delta leads the way in this metric and American is woefully behind. In fact, in the latest US airline rankings, American came in above only Frontier, appalling for a carrier that considers themselves the premier airline in the country.
Why Replacing CEO Doug Parker Won’t Solve These Problems
Without a better product and a better program, American flyers aren’t going to come back. That’s not going to help the revenue problem and with fewer flyers, fewer will take up the credit cards making their deal smaller, not larger upon renewal. Improving the product and loyalty program is the only way to win new customers and keep the ones they already have. The CEO can dictate and direct some of this but won’t have the latitude needed to truly affect change in the product over their tenure. The next CEO also wouldn’t have the budget to make substantial changes and product investment it would cost.
Regarding the strategy problem, perhaps a new CEO could have some effect on change, but I am not sure it would be enough to move the needle. For example, if the next American Airlines CEO (please not Scott Kirby, please not Scott Kirby…) decided to move dramatically back into the New York market, they wouldn’t unwind their complete dominance of hubs Philadelphia, Charlotte, Miami, and Dallas/Fort Worth. Therefore, a CEO can only grow the new strategic markets piecemeal, and that will reduce the effect they will have benefiting the airline’s future.
Lastly, on the whole, staff won’t likely care about who the CEO is because it has little effect on their life. While some FAs and pilots may have an opinion on the CEO, ultimately it is in relation to how they feel about their current contract and whether they assume the CEO had an important or unimportant role in its creation. Even if they have a negative view of Doug Parker (they do) is that going to change their lackluster approach to catering? Will they start to leave the headphones out on international flights instead of picking them up an hour prior to landing like business class passengers are going to steal them? Probably not.
No, replacing Doug Parker is not going to fix American’s woes, even though it would be a start in the right direction. I have begun to wonder, is there any coming back for American or are they too far gone?
What do you think? Would replacing American Airlines CEO Doug Parker solve their problems in part or entirety? Do you have any replacement suggestions?
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The problem can be solved by installing premium seatback entertainment.
The CEO is in charge of setting the corporate strategy and making sure it is executed. Parker has had plenty of time to do so and very favorable market conditions. He has failed. The Board has no choice but to replace him.
I agree. He sets the mood and he is all about play games. He plays the Gate agents again the flight attendants to place blame if one minute late. Gate agents are fired for little things. They feel threatened.
I agree about the seat back video.
I have over 30 years with chicken-beak Airline working in aircraft maintenance. We have been in contract negotiation for over 2 years. Parker promises the Moon but now we’re getting a sharp stick in the eye. He says one thing and and then does something else. His consistent lieing show that he cannot be trusted ,we need to replace him.
The problem is the current
CEO & Mgmnt team
They decide to strip down the planes, remove entertainment systems, & not put into power outlets.
They decided to jam more seats in coach.
Many of the problems I have experienced are due to the fact that American has taken away all of the tools gate agents had when USAir was separate. US Air gate and ticket agents could do a lot more to accommodate people. I’ve seen families split up with small children sitting alone because American’s policies. American considers it ‘stealing’ if an agent makes reasonable seat changes that could put the family in the same row. If I get to the airport early US Air agents could use their good judgement to put me on an earlier FLT if my later FLT was over booked. Now they have to let the seats go empty and ask for volunteers on the overbooked FLT. Silly.
This self-funded, multi-year EXP is now enjoying life with AS. Hope the continued devaluations, densification, removal of IFE, meals with a one (1) year shelf life and ever more onerous status requirements work out well for Mr. Parker.
I’ve been Executive Platinum for years but am not gong for renewal this year. US Airways management destroyed American Airlines. I remember when it was fun to fly, only even a few years ago. Anyone with a glimmer of elite status was a public advocate for American, and because AA rewarded loyalty – with award availability, with upgrades, with bonuses. Being EXP was fun. Doug Parker then took a huge dump on the elite program, took a huge dump on the employees, took a huge dump on the customers. I already have food poisoning; I’m not eating here again.
Adam, You are absolutely right. American Airlines has been destroyed by US Air management. The current management team has no sense of commitment to it’s customers or employees. And the blame lies squarely on Doug Parker’s shoulders. He needs to go.
Exactly. But just replacing Parker won’t do the trick. The board approved his decisions, the managers enacted his plans. The frontline employees aren’t going to wake up with a new desire for work simply because Doug Parker isn’t there. It’s everything that needs a refresh, not one person.
By all means. Style of approach the airline once had to customers have certainly changed. It is hard to feel loyal to a business that try to wring out the most they can. Such behavior also tells you about the problems within the company. Not sure how long more they will manage to keep this wobbling ship afloat.
Thanks for stating it right. As an AA F/A that use to love and be very proud of our AA brand, I now feel as if I work at Greyhound ( I take that back, their bathrooms are cleaner )
The merger ruined AA in every sense of the word.
I think it’s the other way. Even though it was US Air that bought AA. The AA management ruined them both. The combined airline adopted AA rules and eliminated many of the good US Air employees. The main hub and all operation moved to Dallas (AA hub) not Philly. The AA control and non-customer focused metrics has brought the whole organization down.
USAir didn’t buy AA, it was a merger. AA was sitting on $5 billion at the time. Which explains why the PBGC wouldn’t allow AA to dump the pensions. The only big program the USAir employees had to adapt to was non rev priority. Last time I checked, both Parker and Isom came from the USAir side. You might want to recheck your facts before posting.
I’m going to disagree with this. It was a merger on paper, but leadership was US Airways and the fleet is probably the easiest way to see this. Take a look at the A321 fleet, not just the Transcon fleet but also the A321Bs which have 16 seats in first, IFE in every seat and plenty of MCE. When you look at the US Airways A321 fleet with no IFE, no MCE and a below average first class. Looking at the fleet decisions since the merger, it’s a US Airways approach. When you look at the 777Ws compared to a refit of just purchased 787s moving them down from 28 to 20 business class seats, that’s a US Airways approach all the way.
So it was a merger on paper but in practice it’s a US Airways company.
Agree with everybody’s comments and complaints. However, as I fly a lot to Miami a and Charlotte from Southern Cal, I have few options. Doug Parker has never proven he knows how to run an airline, but what about the President of AA? He has no culpability?
Preach.
I agree.
Removing D0ug Parker would be an instant positive for AA. They need to start acting like AA and less like an LCC. Once they figure out their identity crisis and determine they are not and should never be an LCC they can get back to making money flying.
My flight last Sunday w/a deadheading, uniformed pilot, in front of me, in first, is a perfect example of their current corporate outlook-paying pax are the enemies. He unilaterally decided that my window had to be closed, while his was open. He had his seat so far back I literally couldn’t get my tray table up to use it. (I have pictures of all of this, btw) When we landed, he climbed over the pax next to him & then proceeded to storm up & down the aisle to collect all of his belonging w/o so much as one ‘excuse me’ to the pax who were clearly in his way. He was deadheading home, no flight w/stranded pax to catch. I don’t care if his contract says he is to get a seat up front while deadheading, if available, there are also, I’m sure rules pertaining to behavior, especially while in uniform. But like Discount Dougie, he clearly doesn’t care; he got his & that’s all that counts. So, when AA asks me, again, if I would recommend their airline to anyone the answer will be, yet again, a resounding no as they continue to give me plenty of reasons NOT to fly w/them but can’t manage to give me a single reason why I should.
Doug Parker came from USAir. He was the CEO there. I left USAir and went to American. American and USAir merged and Doug Parker took over, I stayed about a year and once again had to leave to get service. I have around 2.5 million with American/USAir. I would pay for first class and due to weather or airline issues would be rebooked coach with no refund. I would complain to both USAir and then American after Doug took over and was always TOLD by customer service to go to another airline. I am now with Delta and hope and pray Doug does not go there. Doug ruined American airlines it was a good airline.
A fish rots from the head. Poor customer service is tolerated from the top. Get a CEO who will fix this. It’s doable,
Absolutely correct.
They need to start somewhere. Doug lacks vision. Time. To. Go.
Like it or not, a company’s strategy starts at the top. The Dougie apologists scoffed when I said this before the merger, but I predicted he’d treat AA as the world’s largest LCC and act accordingly. (I’d also add that he shamelessly orchestrated the takeover by promising AA’s unions the world if they ditched old management in favor of him, and his failure to deliver drives much of the discontent you see today.) And what has he done? Set the strategy to race to the bottom, that he and his organization can treat customers with disdain, but they’ll keep coming back as long as the price and schedule are right. No, getting rid of Parker won’t solve the airline’s problems, but maybe installing someone who preaches a culture of service and accountability will start pushing things in the right direction.
I don’t see as a winning formula keeping a CEO that fails to produce results. Cabin service is far superior in the routes with internationally based FA. If cost savings is the strategy, feed pax on the lounge for flights under 6 hours,have to go meals for those in a hurry. Stop seating non -revenue pax in international premium cabins. Eliminate management golden parachutes. Provide on-site escalation of complaints to re-direct staff having power trips and document pax irrational behavior.
What is the problem with sitting non revenue passengers in premiums cabins? What perks available to you in your employ do you think you shouldn’t be entitled to? You do realize that—except the rare international pilot deadheads—non revenue passengers aren’t depriving you of a premium seat as they are the last to be seated in premium as well as non premium seats.
I don’t mind employees deadheading in the front, as long as it doesn’t come at the expense of paying passengers. If you’re not clearing upgrade for elites, but sitting an employee in the front, I agree that’s not quite right.
To clear up some ambiguities between non-revenue fliers and deadheading, let me explain the difference. Non-rev passengers will only receive a seat if one is available after all confirmed revenue passengers have theirs. So ATC, you are correct. No paying passenger is missing out on their seat for a non-rev passenger regardless of the cabin.
DHDing on the other hand, is considered positive space and they are treated in the system as revenue passengers with confirmed seats. They are also allowed free upgrades and can be added to the upgrade list upon check-in just like any other revenue passenger with available upgrades. This does however mean a deadheading employee can receive an upgrade before a paying passenger so long as they are above on the list.
Of course, a premium cabin upgrade is always sought after especially on a long-haul flight. Is it okay to for an employee to receive one before a paying passenger? Probably not, but only because it further garners an attitude of entitlement by the employee. Almost 100% of non-employees on that upgrade list are there at no expense, rather it is a perk of having status.
If an employee receives an available upgrade, but a paying passenger does not when there are still seats available in a premium cabin, you have an isolated incident which goes against American Airlines policy and should not be used to define the policy as a whole.
The problem is Doug is trying to please the wrong people. Sam Walton was once asked how does his shareholders feel about Walmart’s success. He replied, I don’t care about the shareholders. I care about my associates (staff). Take care of the staff, they take care of the business, the business take care of the customers and the customers take care of the shareholders. No wonder Walmart is the largest employer in the US.
I was Executive Platinum for 18 years. Also a 6 Million miler. I did not leave American, American left me!!
The change in the seating in the 737s did it for me. Even First Class lost 2 inches of pitch. Horrible!
I find employees frustrated and many are rude.
The problem is that they feel threatened to be fired for approving anything. AA does not allow their employees to take initiatives that favor their customers. It’s all a fee mentality airline. I am not coming back and it’s reflected on the revenue reported in their quarterly results.
Kyle, Kyle, Kyle
Every business, process, or continuous improvement Advisor will tell you Tone at the Top leads all. Fire Parker
I’d argue that Spirit now has better customer service — they’re very responsive on Twitter, for example — and on-board service than both American and United
AA has the worst staff of any airline I have ever been on. Esp the groundstaff in Miami is incompetent and uncivilized.
This problem can only fixed from the top. If I was a board member of this crappy company it would be crystal clear to me what needed to be done.
Sorry I have to disagree with you. If the airline is sinking and the CEO doesn’t have a grip then he needs to go. It’s not going to fix things immediately but it can start the change process that eventually does.
Case in point – replacing Jeff Smisek worked for United. It didn’t fix things overnight, but the new CEO (who had no airline experience, he ran a rail company) won over the workforce and sorted out the way overdue labor contracts. Then there was the failed strategy that needed changing and a year after the CEO change they hired Kirby. Love him or hate him, Kirby is a very good operations guy and his strategy is working at UA. The point is that it took changing the CEO and then three years fixing the airline for the consistently good financial numbers to come through. And that’s what AA is going to have to do.
There’s a reason why Delta runs hourly A321s out of DCA that are almost always sold out.
People would rather connect in Atlanta than fly nonstop on American.
Ouch.
Well, prior to Delta’s glory days, they went through a pretty rough period which, to some extent could be traced to their CEO, Leo Mullin. Their hub at DFW was running at 59% capacity; while their planes were technically airworthy, the cabins and passenger experience had fallen into disrepair; on a couple of occasions, they had so many lost bags they had to fly planes filled with lost luggage exclusively to Augusta because ATL had run out of room to accommodate them all; the employees had lost faith, and Delta had the honor of loosing more money than any other company in U.S. history. But, Gerald Grinstien came in and changed strategy from top to bottom and developed capacity discipline. Interesting, one of the things that helped Delta get it’s act together was the threat of take-over by Doug Parker/US Air. Admittedly, I’ve abbreviated the dynamics at play, but yes, I do believe the right CEO with the right mission could set a course, rather than being set adrift. If I had one suggestion for the Company, it would be if you need to get your PR people involved to make a bad thing sound like a benefit to your customer, your customers are going to end up hating it, blaming you, and flying your competitors.
Great post.
Kyle, I have to disagree with some of the content of this article. When you start flying UA and DL you will find similar problems. It all depends on who you fly more with.
However, I do agree that Doug Parker has to go.
Ps. All airlines collect headsets in business class prior to landing.
Thanks for the comment but I fear we’re on different pages. I believe that more than just Doug Parker would have to go to really effect change and that changing he alone wouldn’t be enough. I do fly UA now, I am nearly to my second year anniversary with them and on pace to re-qualify for 1K for a third straight year paring down from both 1K and EXP, to 1K and Gold to next year just 1K. I find that UA FAs have their own issues too though seem friendlier perhaps a result of real changes following Dr. Dao.
And no, all airlines do not collect noise-cancelling headphones prior to landing and none other than AA collect them an hour (!) prior to landing. I’ll list some recent examples I can confirm, Cathay Pacific, JAL, ANA, United, and readers have reported Emirates does not either. Perhaps others can weigh in. No other carrier that I’ve ever flown on (BA, Latam, Copa, Acianca, etc) have done this either. Rolling the lockbox and bailiff through the aisles is uniquely American. It may be their policy, maybe the headphones are too precious to use, but they are alone in this endeavor.
As a fa, to be honest, I HATE collecting the headsets before landing. Its a pain in the butt. BUT, we are required to and many of us have voiced our dissatisfaction. So we aren’t collecting them to make your life miserable. To the contrary, not collecting would make my life (after being up all night) much easier.
For heaven’s sake don’t send him over to United – there’s enough damage being done with Scott Kirby.
What damage? United is doing quite well.
I enjoyed giving out exceptional service awards the 2 years I flew American. Most were incredibly surprised to get any recognition. It was really hard to do. Fast food has better customer service so I prefer to drive despite sitting on a quarter million points. The credit card will soon be with an airline I want to fly.
As an employee if AA i have experienced business class passengers steal the headphones on international flights. I have come to realize business class passengers are just as bad if not worse than coach passengers. I agree that the employees are un motivated. I agrer that AA has various issues that need to be resolved. I do not like the current state of the airline. Doug parker is no Herb Keller and we do not like him. I want to see him gone.
The headphones thing really strikes a cord for both employees and passengers. I think the best solution is to just offer cheaper noise cancelling headphones ($30 pairs) which makes customers less likely to steal them and easier to replace if they do. If you were at a movie theater and for the last hour of the movie I turned off the speakers and replaced them with a handheld Bluetooth in a corner of the theater it would ruin your experience. This analogy seems extreme but to the passenger, feels accurate.
As a person who works for AA(Envoy), a lot of things that passengers don’t see is we as agents are up against crazy numbers in getting those planes back out on time. Replacing Parker would help but first thing you should understand he has a lot of friends that he works with and has business connections with. The customer service that most passengers see are not all AA employees it says AA but those including myself are contacted employees.
Fair point Nicole, and I agree. It’s not just Parker that would have to go.
It’s NOT American Airlines any more! It’s FRIGGIN USAir on steroids… what did you expect? They need to paint the planes yellow and get it over with already. My LAST choice for air travel.
I’ve been flying business class on flights to Europe and SA for three years. It ticks me off that they collect the headsets long before we land, long before the movie is done.
I think almost all customer service problems could be solved by airlines trading free flights for the FAs. If an FA flew on Cathay Pacific and saw the attention to detail, I doubt they’d approach their work the same. If they saw how British Airways handles meals on even a one hour flight, I think they’d be embarrassed about not offering PDBs.
The headphones thing is annoying. I’d rather they distribute less expensive noise cancelling headphones to avoid the issue altogether and let me watch my movie in peace. I bought my own to avoid this problem and find myself defending that they are my own anyway, which defeats the purpose of owning them in the first place.
AA Employees are in fact allowed the opportunity to fly on other airlines. I have many times (non-premium), and yes, it is concerning to compare the level of service. I always do my best to unite the group in taking pride in our work, but far too many employees are terribly unsettled by the state of the airline as a whole and unfortunately express their irritations at work leading to a poor level of service. As the face of the company, customer service staff should be treated as such and feel respected for delivering a standard rather than getting away with the mess that often ensues.
Im curious how other airlines deal with the headphones in premium cabins. Can anyone shed some light?
Quote: “If they saw how British Airways handles meals on even a one hour flight”
There are no meals on one hour BA flights, or on any short haul flights, unless you buy them yourself prior to the flight or buy on board: https://www.britishairways.com/en-us/information/food-and-drink
And also: https://www.britishairways.com/en-us/information/food-and-drink/short-haul-economy-dining
You can’t even get a glass of water for free: https://liveandletsfly.boardingarea.com/2019/05/04/british-airways-celebrates-onboard-foodbritish-airways-ceo-proud-that-he-eliminated-free-food-and-drink/
BA are a LOT worse than American…
BA is not government-backed.
Bring your own headsets. Problem solved!
Armchair Quarterbacking. Sir, your writing skills are adequate but what you don’t have is a clear view of why airlines have gone the way they have. I suggest more research and less back seat driving. This article is at best an ass kissing of Doug Parker, probably because you are one of those people who attempt to garner airline points by writing what will make executives like you. I guess it is the new way to beg for table scraps. I realize a lot of travelers don’t regonize there are folks like yourself and take your work at face value. I just wanted to you to know that I see your end game. Bashing overworked and underpaid employees for corporate decisions is a low blow and yes. passengers steal Bose headsets everyday. Maybe consider using your writing skills for good rather than profit.
Now wait just a second there, Jon. Armchair quarterbacking, sure, that’s kind of the nature of blogging. But let me tell you where you’ve misread my post.
The point of the piece was to say that the airline has gone too far wrong, that just replacing the CEO isn’t enough. Firing one guy doesn’t unwind the decisions the board embraced to change the loyalty program, the degradation of service from tens of thousands of frontline employees and won’t instantly fix the fleet decisions.
You use words I will not, but I can also assure you that the last thing Mr. Parker wants is another article connecting him with the word “replacing” even to say that it wouldn’t solve the problems of the carrier. Replacing the head coach of the Cleveland Browns will not put them in the Super Bowl next year, they are going to need better line play, a strong defense, and a sold out stadium to help them get wins each week. My point was that we can keep pointing to the head of a snake, but he’s not solely responsible and unless you’re Also replacing an awful lot of employees, the problem won’t likely be solved.
While I appreciate the thought, let me also clear up something about blogging. The executives of airlines, they don’t read blogs – they read the Wall Street Journal. I wish they would, don’t get me wrong, but they couldn’t care less what I wrote. You mentioned using my writing skills (thank you) for profit and that’s another spot where I want to correct you. This isn’t my full time gig, it couldn’t possibly be, my family would be literally looking for table scraps of that were the case.
Lastly, let’s address “bashing overworked and underpaid employees.” I’ve stated that my recent experiences don’t necessarily reflect the thousands of hard working frontline employees for American. But they don’t get to skimp on customer service because they don’t believe they are paid well enough. It’s a customer service business and for my parents who joined us on the flight, they may only fly American once this year, this is their only encounter with American and it’s a bad one. All airlines have employees that consider themselves overworked and underpaid, yet it’s American that ranks 7th out of 8 possible airlines by customers for customer service. One FA reached out to me personally and took a great deal of pride in her work and wanted to let me know that. I appreciate her hubris and love for her job. But it doesn’t replace the bad experiences. Is it acceptable for a nurse to be surly with patients, dismissive and downright rude because she doesn’t feel she’s paid enough by the doctor? I don’t think it is. What does the patient have to do with her labor issue? Yet somehow For FAs it’s different?
Other carriers are able to provide better service on competing routes. ANA and JAL service is embarrassingly better than American on flights to Japan and that’s not only down to the headphones. Cathay Pacific is immeasurably better than American on flights to Hong Kong. Southwest employees tend to be generally cheerful and while they have some of the same labor fights that American FAs and Mechanics do, they leave those arguments at the picket line and not the boarding line. Delta has some of the highest customer satisfaction in the business, they get better bonuses but I’d this down to the CEO personally? Probably not.
I’m not sure what “my end game” is supposed to be, please feel free to share. My simple point is that there are a lot of problems with American Airlines today, and replacing just Doug Parker won’t solve that. Nothing you’ve stated disputes the point, so I’ll just assume you agree. Thank you for your comment.
The statement along the lines of “if FAs saw how service was done and what was offered on other airlines, they would change their tune and feel differently or ashamed”, I disagree with. Most of those procedures on AA flights are simply that- procedures dictated by the company. FAs follow their company’s rules, and while some of those may seem outrageous to the passengers, they are simply “doing what they are told”. They unfortunately don’t have the choice in the matter about picking up headphones or that the meal service is below satisfactory in comparison to others. FAs do not prepare meals, they simply serve them, and they have once again, a procedure on how to do that. I’m sure there are many FAs who would like to do things differently, or give a better quality of service, but unfortunately that will always be out of their control. I doubt that seeing how another airline does their service or conducts business in the cabin would affect an FA’s service in their own airline’s cabin because they simply do not have any control over it. Things must be done as the company dictates and how they are trained.
Some do give a better quality of service, I’ve stated that and restated that. It’s the “chicken or steak” crowd instead of “welcome aboard Mr. Stewart, have you had a chance to look at the menu?” for whom I’m referring. Skipping on PDBs is going against training, not a result of it. Again, not necessarily the way all flight attendants at American are, certainly not – I have a great crew today. But you can’t act like all FAs are just doing their best and the only time that I perceive it differently is solely a result of them following rules I don’t understand. Smiles are free.
I agree that attitude makes a tremendous difference. And I do agree that AA customer service needs to be improved, for sure. Getting rid of Parker would be a first step and would change a lot of things, but also many other areas that need to be re-examined. General gist of post IMO is spot on, just simply that i disagree that FAs seeing service on other airlines won’t do the trick. If you’re in an industry that you hate, or don’t feel valued in, it’s probably time to move on to something else. And I believe that to be the case for some disgruntled AA FAs. Yes awful customer service is never okay, regardless of the type of day the FA may be having. Like i said, only thing he/she is in control of is attitude, which may be adjusted, and could possible change with company culture. But simply saying that seeing how others do it would make them ashamed and change their ways because it’a so much more appealing… eh, I’m not really buying that one. I understand your overall point though.
Also, most FAs do have flight benefits and have indeed been on international carriers in their own time to travel for leisure and so have therefore experienced other types of inflight service. Again, it has very little to do with the FA themself, and quite a lot to do with company procedures and expectations. The only thing an FA has control over is his/her attitude. They do not have authority to change a rule or procedure. They cannot find you different food for your meal. They cannot prepare you anything different. They have very limited control over just about everything. The real only way they can make much of a difference is having a passion for the job and providing the best service they can with what they are given. But they are under sever limits to the slack in the rope that the company offers them, and that is not unique to only AA FAs. Yes it’s a customer service industry, but they can only do so much with what they are given. A single FA cannot simply bend a rule just because they wish it weren’t that way. Something to consider next time you are dwelling on how you feel your customer service experience is while comparing to other airlines.
You make a valid point Layla. Often times, after stepping on the aircraft, FAs have just moments before the first passengers make their way down the jet bridge. In that short amount of time they are tasked with numerous duties to ensure the plane is safe and ready to receive passengers, let alone checking and preparing the service. The whole process is often incredibly rushed leaving onboard staff highly distracted from what is most important, the passengers. Bare minimum ends up being the standard, because the tools and practices they are offered and told to use are of the same bare minimum level.
If you’ve ever heard the crap talking about DP and upper management that goes on in the gallies, I think you’d change your opinion on customer service not being effected by a CEO change. Our morale is low from being constantly promised things that don’t happen, contract changes being implemented without vote, and a general decline in simple things like the catering that we have to offer. Little things like missing something we were supposed to have onboard and having to constantly apologize on behalf of the airline for something that is not our fault really wears you down. We’re being worked maximum duty days with minimum rest and we’re TIRED at work. And we tell them we are and no one does anything. We’re forced to attendant customer service seminars when we know we aren’t the problem. But we know what is. TRUST ME, if we replaced our CEO, there would be hope, and we’d be walking down the jet bridge with rainbows coming out of our asses.
Excellent point
THIS! Everything you said is spot on and leaves our moral at an all time low. We become so easily distracted by the idea that we have no voice, because any time we’re given one, it brings about absolutely no change.
Actually, it was DP and America West that ruined both US Air and AA. The move of all operations to AA hub-focus and Dallas control has been a disaster for this former fan of US Air
THANK YOU.
DP ruined two great airlines with their LCC approach. And they REFUSE to listen, I have never heard such a defiantly arrogant group of people who stubbornly state over and over this is what the flying public wants.
I have tired of fighting. I do my best. Infact, better than best. And try to fly schedules where I can be away from this place as much as possible.
DP is an embarrassment to the US Airways folk too. We were hoping to shed that horrible reputation after the merger and Parker brought American along for the s**thole we know today as American Airlines.
I would LOVE if Scott Kirby went back to AA and became CEO. Then maybe United could get better.
As someone who works for American and is front facing customer service there has been problems giving service like we used to to our Passengers. We have had tools taken away from us such as having to charge for seats that are premium. We cannot just do a seat change.
We have to use a program that is slower there what we used to use.
We also have our basic economy seats. Disaster People choose and expect to all of a sudden be seated in good seats or even together.
When those seats are purchased the customer is advised more than once seats will be assigned at the airport. If there are people who would like to pay a little more for a seat and avoid a middle seat families may not be seated together. That problem can be solved merely by paying an extra amount for the seats. I understand not everyone can afford to pay the extra fees charged to choose your own seat. In that instance perhaps flying is not the best choice.
I am not trying to sound callous but sometimes you get what you pay for. My parents were unable to pay for us as a family to ever fly so we drove.
I see gate agents every day getting screamed at. I was told myself just 2 days ago I was f*******g stupid repeatedly and a b***h because I didn’t have an address for customer service with me when I was not near a computer to look it up. Being polite in today’s world is much less common than even a few years ago. Entitled attitudes seem to abound everywhere you go. Especially at the airport.
Yes I feel that upper management does not care about us front facing Employees. Most of my Coworkers feel the same way. There are some bad apples no doubt, however most people I work with do try to help people while getting a plane out on time .
I personally feel much of upper management needs to be replaced. As someone who worked for American before the merge I can say that many employees who are legacy American employees see the changes as well and none of us like them.
History shows you the answer ! Most of the employees know how this company got down to this level . If you can not get hired at a major then you try to get hired at a Regional Airline. Correct ? Which also means the major airlines apparently did not think your skill set was strong enough to be part of a Major Airline . Then a illegal merger, you end up with unqualified people trying to accomplish something they have been told that that they do not have the skill set to do. Amusingly the talented people were still part of the company .. until { the good old boy environment being strong ) a large percentage of departments had the regional people choosen and the more talented let go. This was done by nepotism and bribing with 2 F/C seats for life .. you can just read it for yourself here.
https://callingonthedoj.wordpress.com
Agree that the Customer Service and Service in general problems at American have taken a great airline and turned it into something less than third rate.
I JUST experienced the problem (at full fare) this evening as American’s complete lack of service combined with their operational issues of getting aircraft in the right place at the right time spelled disaster for my company in a critical meeting. If I’m to believe the gate agent, we could have avoided the entire situation if only we were to plan our flight so as to arrive for a one day meeting three days in advance. Even that absurd logic was soured by the nasty and uncaring attitude (Gate B6 on June 11 at Gerald R Ford International Airport – GRR).
American was a great airline and one of America’s truly great service organizations. I’ve flown them for many years with many kudos to their team. But, sadly, today’s American Airlines is anything but ‘American’. This is more a group that has lost focus….lost mission…and certainly lost the idea of service.
I wish we had more carriers to serve the routes we travel. On international routes, almost every other airline is available and understands service. In the USA, other airlines that are paying attention could easily take share from American Airlines and put this abomination out of the skies for good or force them to fire Parker and the executive team and replace them with people who understand what an American airline should be.
Richard