AA airline with rudest employees - survey
Dec 13, 2012, 6:35 pm
#2
FlyerTalk Evangelist
Join Date: May 2004
Location: DFW/DAL
Programs: AA Lifetime PLT, AS MVPG, HH Diamond, NCL Platinum Plus, MSC Diamond
Posts: 21,422
After all, their calculation ranked AA and Spirit in a tie at 9 percent, when Spirit has 10 times the rude percentage as it's traffic percentage
With my math, Spirit would get a score of 10, AA would get a score of 1.36 (25/16). That makes Spirit about 8 times Worse than AA
Dec 13, 2012, 7:00 pm
#3
Suspended
Join Date: Dec 2005
Posts: 9,916
Either way i think it underscores that AA employees are nothing special and that there is quite a bit of work to do if AA wants to regain their position as a premium provider. @:-) <redacted>
Last edited by Microwave; Dec 16, 2012 at 11:50 am
Dec 13, 2012, 8:31 pm
#4
FlyerTalk Evangelist
Join Date: May 2004
Location: DFW/DAL
Programs: AA Lifetime PLT, AS MVPG, HH Diamond, NCL Platinum Plus, MSC Diamond
Posts: 21,422
Is it the Dallas Morning News' research or are they just reporting on airfare watch.com?
Either way i think it underscores that AA employees are nothing special and that there is quite a bit of work to do if AA wants to regain their position as a premium provider. @:-)
Either way i think it underscores that AA employees are nothing special and that there is quite a bit of work to do if AA wants to regain their position as a premium provider. @:-)
Clearly, an airline with 1 percent of the traffic getting 10 percent of the rudeness vote is not equal to one with an airline with 16 percent of the traffic getting 25 percent of the rudeness vote. Of course AA needs to improve, but let's not go confusing it with Spirit.
Last edited by Microwave; Dec 16, 2012 at 11:50 am
Dec 13, 2012, 8:42 pm
#5
Suspended
Join Date: Mar 2012
Programs: United Mileage Plus Premier Executive, AmericanAdvantage Gold
Posts: 180
These people have never flown PMCO then, which has some of the rudest employees in the industry. American has much nicer people then the old PMCO employees who now work for United.
Dec 13, 2012, 11:27 pm
#6
Join Date: Apr 2010
Location: SF Bay Area
Programs: Marriott Bonvoy Ambassador, AA EXP
Posts: 2,704
Yes, the "study" might be flawed. Then again, it's not a study or poll, it's a survey. It would make a good Family Feud question.
However, that doesn't dismiss the fact that AA needs to improve in the customer service area.
However, that doesn't dismiss the fact that AA needs to improve in the customer service area.
Dec 13, 2012, 11:50 pm
#7
Join Date: Jul 2010
Location: NYC, SLC, LAX
Programs: AA EXP, UA Plat
Posts: 3,951
Ok, but what airline doesn't? CX? Oh wait.
Let me rephrase that. What US airline doesn't?
Let me rephrase that. What US airline doesn't?
Dec 14, 2012, 6:05 am
#8
Suspended
Join Date: Dec 2005
Posts: 9,916
Not a basher -- just re-enforces that AA like the other legacy carriers is nothing special - which at one time DL, UA and AA were recognized worldwide as top notch carriers for service. They've all slipped IMO.
Dec 14, 2012, 6:10 am
#9
Join Date: Sep 2003
Location: W29
Programs: It's Complicated...
Posts: 6,820
All US based carriers could do better if you ask me. There really isnt much difference between the best and worst US carrier.
Dec 14, 2012, 6:10 am
#10
Join Date: Aug 2008
Location: Boston, MA (BOS)
Programs: AA PLT Pro 2MM, DL Gold, UA Silver, Marriott Ambassador + LT Plat, COFC Venture X, HHonors Diamond
Posts: 5,587
AA employees are better than most others IMO, they are usually very nice to me. Sure there are bad apples but you have that in every industry and company.
IMO PM-UA is the absolute worst. Go to IAD or ORD, the UA gate agents there are absolutely awful they need serious customer service training they are clueless regarding how to serve people. PM-UA FAs are also bitter, I've seen them yell and shout at passengers, talk on their personal mobile phones during boarding and ignore passengers totally.
IMO PM-UA is the absolute worst. Go to IAD or ORD, the UA gate agents there are absolutely awful they need serious customer service training they are clueless regarding how to serve people. PM-UA FAs are also bitter, I've seen them yell and shout at passengers, talk on their personal mobile phones during boarding and ignore passengers totally.
Dec 14, 2012, 6:44 am
#11
Join Date: Nov 2010
Programs: AA EXP
Posts: 446
Well it really depends on what you define as an employee. As far as gate agents and cabin crews go, yeah US Airlines are the worst. However, my worst experience with customer service has actually been with BA's US call center.
Dec 14, 2012, 7:39 am
#12
FlyerTalk Evangelist
Join Date: Mar 2004
Location: SJC
Programs: AA EXP, BA Silver, Hyatt Globalist, Hilton diamond, Marriott Platinum
Posts: 33,535
Personally, I have seen slips in some areas, not others. FA service is still as good as ever, probably better on average. They seem to have cared more this year and provided better service than in the past. A higher percentage going above and beyond, and a higher percentage moving from "good" to "very good." Overall improvement.
GA attitude hasn't actually slipped, IME. It was "just OK" to "lacking" in the past, and it still seems to be. Although the quick turn-around, including cleaning, on a late-arriving flight was reminiscent of WN and gave some hope.
I find that EXP desk service is not as good as it was. Not because of bad attitude, really. Just less knowledge and less going above and beyond to get something done. I still blame the closing of Tucson, and the loss of those agents, for that. But it is very palpable.
Cheers.
Dec 14, 2012, 8:53 am
#13
FlyerTalk Evangelist
Join Date: Jul 2003
Posts: 23,062
I'm guessing you've never dealt with any KLM "this is not possible" GA's.
Dec 14, 2012, 9:25 am
#14
Join Date: Sep 2003
Location: CLT
Programs: Choice Hotels/FFOCUS
Posts: 7,256
What company doesn't have rude employees.
).