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.
AA simply has no strategy under Parker... he will just copy the worst of DL and UA and fire anyone who disagrees with his D- gpa mentality. Further, because Parker has created such hostile relationships with the flight attendant union, AA can't even follow a merit system where the best crews (regardless of age) get assigned to premium cabins and the general consensus seems to be that no one needs to strive for consistent good service since their CEO is well-known for hating customers to begin with. Even my dedicated CK staff make simple mistakes (though in all fairness at least they are very gracious when I correct them) so I can't even imagine how terrible service would be with the regular agents who manage flyers below CK level who are trained to pretty much be aggressive and unhelpful.
Originally Posted by
Antarius
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.
Depends on how serious the complaint is and who is the person complaining. I know for a fact that AA terminated staff who violated rules when I told AA about it. I believe that serious complaints about cabin crews go to their "Flight Service Manager" but then again, these probably aren't the best employees either.