Linens / presentation debate for meal service on AA, US / both
Aug 24, 2015, 2:52 pm
#46
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Generally speaking, yes. This is one point where I am fully behind the PMAA crowd. I've taken a look at many of the pre-9/1/14 meals. AA's food wasn't gourmet and certainly not 5 star. But the small little things that AA did to enhance the appearance, such as pre-set linens, the fancy napkin holder, real salt and pepper shakers, dressing in ramekins, etc etc went a long way towards enhancing the perceived quality of the meal. In this case the sum of the parts. This is something Hector and the current team don't really seem to understand.
Before the merger, Hector implemented a lot of nice changes to the international Envoy Class product so I don't think that it is a matter of him not being skilled or lacking an understanding of customer demands, but rather, that Parker is enforcing a specific budget on him now that he is running the world's biggest airline.
Aug 24, 2015, 6:16 pm
#47
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I think it comes down to Hector fearing his boss Parker.
Before the merger, Hector implemented a lot of nice changes to the international Envoy Class product so I don't think that it is a matter of him not being skilled or lacking an understanding of customer demands, but rather, that Parker is enforcing a specific budget on him now that he is running the world's biggest airline.
Before the merger, Hector implemented a lot of nice changes to the international Envoy Class product so I don't think that it is a matter of him not being skilled or lacking an understanding of customer demands, but rather, that Parker is enforcing a specific budget on him now that he is running the world's biggest airline.
Aug 24, 2015, 6:26 pm
#48
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Aug 24, 2015, 6:28 pm
#49
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Aug 24, 2015, 6:33 pm
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Aug 24, 2015, 6:59 pm
#52
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I'm guessing the linens issue is a troll joke.
En route, this linen issue is exactly trivial. I understand that linens might be a physical mataphor for customer service writ large but surely the content and quality of those food plates and bowls is the real issue. Surely no one who really travels gives much of a hoot about the "linens" beyond having a really good napkin.
Aug 24, 2015, 7:33 pm
#53
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Aug 25, 2015, 6:16 am
#55
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Aug 25, 2015, 2:23 pm
#56
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Coming from Parker, this really should not be surprising at all. Before the merger several years ago, US Airways published " fall changes" that were supposed to enhance domestic First Class right on its web site. Then suddenly, that was removed and no changes were able made... US Airways' domestic F remained pretty spartan without even having proper glassware up until the merger.
Aug 25, 2015, 2:29 pm
#57
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Coming from Parker, this really should not be surprising at all. Before the merger several years ago, US Airways published " fall changes" that were supposed to enhance domestic First Class right on its web site. Then suddenly, that was removed and no changes were able made... US Airways' domestic F remained pretty spartan without even having proper glassware up until the merger.
Plus, not only that, but many flights ARE getting linens - they're just not being set by the FA's on the tray tables and not being pre-set. If Doug broke the press conference's promise to reinstate linens, no flights would be getting linens at all, period. pmUS didn't have linens on their flights at all - sitting around or being pre-set. So, based on that information, and the press conference, it seems like someone isn't doing their job/catering is dropping the ball.
The question is: what can we do?
Last edited by MrAndy1369; Aug 25, 2015 at 3:03 pm
Aug 25, 2015, 2:48 pm
#58
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Not only is catering dropping the ball, but whoever is supposed to be overseeing that operation isn't doing their job.
Aug 30, 2015, 9:16 pm
#59
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Coming from Parker, this really should not be surprising at all. Before the merger several years ago, US Airways published " fall changes" that were supposed to enhance domestic First Class right on its web site. Then suddenly, that was removed and no changes were able made... US Airways' domestic F remained pretty spartan without even having proper glassware up until the merger.
Oct 14, 2015, 7:34 pm
#60
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Guess what the FA brought me to wipe off the wine...black linens! So, at least on this flight, the linens were stocked, but the FA chose not to use them.