Originally Posted by
GotCalcio4
I would agree that US wins the consistency game. It does seem that the US FAs work the cabin according to the prescribed service standards in their manuals (hang coats, offer PDBs, make refill rounds once in the air every 15 mins, etc) more often than their AA counterparts. AA, on the other hand, seems to be more polished as an airline, as the pursers always introduce the crew, aircraft have power, IFE, and the FAs wear actual uniforms.
The above sums it up well.
I've flown both recently and pmAA wins hands down.
pmUS flights attendants are consistent among different flights and they do what the service standards require, but nothing beyond. They seem to be missing the polish, the attitude and the smile to make the service excellent. They simply perform duties and to me it feels as though they are performing duties. Ask for something unusual, and I've been met with either "no" or a blank stare. "You want lime in that Bloody Mary....seriously" ?
pmAA flight attendants are less consistent between flights, but each bring personality to the cabin, and when the flight is over, I feel as though I have been served and cared for, vs simply have duties performed. Ask for something unusual on pmAA and the answer is "let me see what I can do for you" with a smile. Even when the answer may be no, that no is presented in a nice way, vs pmUS simply saying no.
I certainly hope with merger, that pmUS staff are sent to retraining to learn better service and etiquette standards. Performing duties, can be done by a 12 year old....giving good service takes a higher level of training and skill.