Originally Posted by
Kacee
Yep. There are complex reasons why AA (and UA) have very obvious problems with their onboard service. Probably the most significant is that the airline doesn't provide enough staffing, training, or guidance. The crews are poorly managed, and it shows. One need only compare with service on an NH or OS flight (for example), where staffing is higher, the crews are well trained and motivated, and they work together as a team with clearly defined roles. DL and B6 are both examples of domestic carriers which do a much better job managing and motivating their staff.
Another problem is a history of labor problems, which has resulted in quite a bit of bitterness towards the airline, particularly among the older crew members.
Many international airlines have a purser or a crew chief that is officially responsible for the crew. This means that it operates a lot like any job that most of us have - there's a hierarchy and enforcement of standards.
On an AA flight, you can have one great crew member and one that's awful. And there's no one to write up or challenge the awful one. They survive for decades due to this system.