Originally Posted by
kebosabi
The protocol should've been for AA to staff both Spanish and English speaking GAs for a flight leaving to MAD to begin with. It’s only common sense that a gate serving a flight to MAD would have Spanish speakers on their flight, hello?
Well, one can't argue with common sense
.....if staffing permits, of course, multi-lingual staff should be assigned to these flights.
However, in the case where staffing availability means that a non-Spanish-speaker is assigned to work a flight such as MAD, then (IMO) the local management should proactively make it clear to their staff what kind of customer care they are expected to provide to non-English speaking passengers.