Consistency of experience is so important to American Airlines reports the Chicago Business Journal that it recently placed service analysts on-board some planes. However, senior members of flight crew are concerned that it is the company’s way of monitoring their behavior while working their jobs.
Consistency of service is important to American Airlines (AA). So important, the Chicago Business Journal reports, that the carrier has reportedly placed staff members described as service analysts on some of its recent flights.
Explaining the motives behind this move, the outlet reports that, “The world’s largest carrier appears to be concerned that frequent customers may be experiencing very different levels of service from flight to flight depending on the experience of the crew on board — something that could affect customers’ decisions about whether to keep flying American.”
However, many long-serving members of AA cabin crew appear to be upset by the sudden appearance of these analysts. According to the outlet, many are concerned that this is the airline’s way of monitoring their actions while on the job. The carrier, however, has intimated that these analysts are present to ensure that AA’s new joiners are following the procedures set out in its service manual.
Unnamed sources indicate that the airline has recently simplified training for its new recruits with the idea that they would receive hands-on training from more senior colleagues. This, however, hasn’t quite gone to plan and some flights have been staffed by newer members of crew, a point that could be impacting on the overall level of service.
According to a memo seen by the outlet – despite not being a member of crew – one analyst on a recent AA flight even went so far as to assist with various cabin procedures. This behavior is reportedly frowned up by the carrier.
A spokesperson for AA offered their comments on the situation to the outlet, saying, “All of our new hire flight attendants receive on-board service training when they begin. Additionally, we’ve put them through two rounds of company-wide customer service training we initiated last year — Elevate the Everyday Experience. Safety is our top priority, but after that, nothing is more important to us than improving the customer experience.”