Another disappointing AA F experience... [international 777]
Jun 10, 2012, 8:14 am
#76
Join Date: Sep 2008
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Futhermore, I'll be courteous to him, whether he uses my name or not, just because that's how I roll, not because it's a "duty."
Regards
Jun 10, 2012, 8:25 am
#77
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Join Date: Dec 2005
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at 3:06
"First or Business Class passengers will experience a first rate level of service"
http://www.youtube.com/watch?v=Go3Zd76fWw4
"It could be it's all about the quality of service" "The Business Class experience on American Airlines"
http://www.youtube.com/watch?v=7uwfbxw4BKs
Lead in from "American Airlines" for the below commercial, "Uploaded by americanairlines on Nov 1, 2011
American's global network and international First Class cabin gives you comfort, service and access to conduct business around the world. Watch as this music producer travels to Sao Paulo to deliver a contract to a new band for their U.S. tour.
http://www.youtube.com/watch?v=L8vousB_1t0
Delta Airlines
"It comes down to the people" "People who love this industry"
http://www.youtube.com/watch?v=iqjrB-cYxX0
Jun 10, 2012, 8:34 am
#78
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Join Date: Dec 2005
Posts: 9,916
So, just to clear, being greeted by name "once" is sufficient, right? (since that quote is being used throughout this thread)
If the FA addresses you once, while on the tarmac at DFW or JFK prior to a 10 or 12 hour flight to NRT, even if they never address you by name again during the course of that long flight, then we are good to go right?
Just trying to clarifying what is important here...
Regards
If the FA addresses you once, while on the tarmac at DFW or JFK prior to a 10 or 12 hour flight to NRT, even if they never address you by name again during the course of that long flight, then we are good to go right?
Just trying to clarifying what is important here...
Regards
The company expects its FAs to deliver good service, and believes welcoming upon boarding and using names is part of that.
Even banks, hospitals, car dealers and luxury boutiques today spends millions of dollars on service training. They all know indifferent service loses customers.
Service points such as you point out are there to help the service providers set the stage for providing good service. They are not meant to be the starting and ending point.
I am surprised anyone would really need an explanation to something like that, but since you are confused, hopefully this helps you out.
@:-)
Jun 10, 2012, 8:36 am
#79
Join Date: Sep 2008
Location: AUS
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Corporate America is full of employee handbooks/rulebooks, SOPs, Codes of Conduct, etc. It would be a stretch to believe every single one of those items are adhered consistently (they certainly are not at my company). But you can bet your lucky stars the ones that directly impact revenue are adhered to and corrective action is taken if not.
The US commercial aviation experience (thankfully except for most important aspect, safety) is a "Third World Experience"...maybe "it doesn't matter" to so many people because they don't know any better, or have come to expect far less...AA's published service directives for their employees basically call for them to do everything the OP noted was lacking. OP's "expectations" are based on what AA is requiring for their employees and likely what OP has seen before properly accomplished by other AA crews...
We now live in a bubble where people start complaining when there aren't $99 each way fares between JFK and LAX. We live in a world where many of the folks flying in premimum class cabins, are in fact NOT big spenders, but are using upgrade instruments, award tickets, etc.
As the old saying goes, "you get what you pay for..."
Regards
Jun 10, 2012, 8:44 am
#80
Join Date: Dec 2003
Location: NYC
Posts: 6,434
Has AA ever published this "expectation" in a manner generally available to the public, such as an advertisement?
Jun 10, 2012, 8:47 am
#81
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Posts: 9,916
Actually, it's completely relevant whether you want to believe it is or not. If AA believes that FAs failing to address premium passengers by name is detrimental to their business, directly impacting revenue or profitably, they would likely address it.
And maybe people should expect less. We got ourselves in this mess. Everyone seems to want BMW quality at a Sam's Club price. You do understand that most of the people participating on FT are flying on carriers that often struggle to cover the costs of doing business. I mean you get that, right?
We now live in a bubble where people start complaining when there aren't $99 each way fares between JFK and LAX. We live in a world where many of the folks flying in premimum class cabins, are in fact NOT big spenders, but are using upgrade instruments, award tickets, etc.
As the old saying goes, "you get what you pay for..."
Regards
And maybe people should expect less. We got ourselves in this mess. Everyone seems to want BMW quality at a Sam's Club price. You do understand that most of the people participating on FT are flying on carriers that often struggle to cover the costs of doing business. I mean you get that, right?
We now live in a bubble where people start complaining when there aren't $99 each way fares between JFK and LAX. We live in a world where many of the folks flying in premimum class cabins, are in fact NOT big spenders, but are using upgrade instruments, award tickets, etc.
As the old saying goes, "you get what you pay for..."
Regards
Clearly AA wants to make a run at getting more paying premium passengers. Otherwise they would have replaced the current J seats with park benches. They also wouldn't have bothered with bedding, pajamas, amenity kits.
Jun 10, 2012, 8:48 am
#82
Join Date: Nov 2011
Location: Bay Area
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Posts: 3,851
You think that making their employees' lives "unpleasant" will attract higher-quality employees? Interesting.
Jun 10, 2012, 8:52 am
#84
Join Date: May 2011
Location: KTPA
Programs: AAEXP4MM, Marriott Rewards Platinum Premier/Lifetime Platinum, AVG Joe "nobody" everywhere else ; )
Posts: 543
And maybe people should expect less. We got ourselves in this mess. Everyone seems to want BMW quality at a Sam's Club price. You do understand that most of the people participating on FT are flying on carriers that often struggle to cover the costs of doing business. I mean you get that, right?
We now live in a bubble where people start complaining when there aren't $99 each way fares between JFK and LAX. We live in a world where many of the folks flying in premimum class cabins, are in fact NOT big spenders, but are using upgrade instruments, award tickets, etc.
As the old saying goes, "you get what you pay for..."
Regards
Would buy that position if AA Intl F was ALWAYS priced below the competition, but that not the case...OP talking here about Intl F...in many cases, the full F premium fare is the same on AA and JL, AA and BA for identical markets...If you pay the full fare on AA, you are not "getting what you pay for" compared to what the competition offers for the same fare on the same routes...
Last edited by Clipper110A; Jun 10, 2012 at 8:54 am Reason: format of reply to quotes
Jun 10, 2012, 8:55 am
#86
Join Date: May 2011
Location: KTPA
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Posts: 543
Actually, it's completely relevant whether you want to believe it is or not. If AA believes that FAs failing to address premium passengers by name is detrimental to their business, directly impacting revenue or profitably, they would likely address it.
Corporate America is full of employee handbooks/rulebooks, SOPs, Codes of Conduct, etc. It would be a stretch to believe every single one of those items are adhered consistently (they certainly are not at my company). But you can bet your lucky stars the ones that directly impact revenue are adhered to and corrective action is taken if not.
Corporate America is full of employee handbooks/rulebooks, SOPs, Codes of Conduct, etc. It would be a stretch to believe every single one of those items are adhered consistently (they certainly are not at my company). But you can bet your lucky stars the ones that directly impact revenue are adhered to and corrective action is taken if not.
I suppose that is why AA has been so commercially successful recently...And probably also one reason why there ARE full revenue premium pax in the cabins on SQ, CX, BA, etc, and non-rev and upgrade club at AA...Addressing premium by name is one miniscule, simple dimension of the experience, and if FA are unable/unwilling to deliver that, it speaks volumes about the rest....Would love to see the "poll" from AA of all the big spenders here to see if it matters or not so they can directly tie revenue to it.
Jun 10, 2012, 8:56 am
#87
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Agenda? Can't think of any reason I'd have to lie about this, so unlikely.
Cheers.
Jun 10, 2012, 8:56 am
#88
Join Date: Sep 2008
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It's actually kind of difficult to take you seriously, but I'm bored and I guess we can do this all morning.
Do you really believe and take verbatim all marketing and advertising hype that you read or watch? Seriously? Do you hold EVERY SINGLE other vendor that you transact business with to the same standards you hold airlines? Do you familiarize yourself with the "rulebooks" and quote them verbatim, of every other service entity or organization that you do business with? Do you seek out forums on the internet to post and debate those experiences other than travel? If not, why not?
What do you mean not sure? Would this satisfy you or not? You seem to be the keeper of the rulebook on this topic.
You can keep saying that over and over if you'd like, but don't you think that if AA received a measurable number of complaints related to this item they would address it? I mean of all the things to be frustrated about in air travel today, is not being addressed by name really where you want to make your stand? Seriously?
Based on this thread, it hardly seems I'm the only one that doesn't care about this item. I will allocate my travels dollars based on things that concern me (and I encourage others to pick that route vs. the whining route as well) not based on what is in AA's "rulebook."
Regards
Do you really believe and take verbatim all marketing and advertising hype that you read or watch? Seriously? Do you hold EVERY SINGLE other vendor that you transact business with to the same standards you hold airlines? Do you familiarize yourself with the "rulebooks" and quote them verbatim, of every other service entity or organization that you do business with? Do you seek out forums on the internet to post and debate those experiences other than travel? If not, why not?
What do you mean not sure? Would this satisfy you or not? You seem to be the keeper of the rulebook on this topic.
Regards
Jun 10, 2012, 9:00 am
#89
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Join Date: Dec 2005
Posts: 9,916
Dine upon request - seems service oriented to me - it's not - throw a tray in my lap...
http://www.youtube.com/watch?v=VujCWb_U1zI
Re the service standards on greeting passengers - there was some discussion of this as I recall when the bedding was announced - based on internal documents of what was expected.
Jun 10, 2012, 9:01 am
#90
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...OP talking here about Intl F...in many cases, the full F premium fare is the same on AA and JL, AA and BA for identical markets...If you pay the full fare on AA, you are not "getting what you pay for" compared to what the competition offers for the same fare on the same routes...
Regards