Herb687

What did AA Customer Relations say when you reported those specifics by name?

brewdog11

I don't really bother writing in anymore because nothing changes and all I get is a patronizing canned response. Maybe I should this time, but it'll probably be something like, "Gee, sorry, we'll think about letting our Flight Services department know."

ExpatExp

Please report this, even if you just get a canned reply.

Herb687

And posting on FlyerTalk gets you what?
Yes, you should. Nothing will ever happen to bad FAs if their serious service failures aren't documented. If the FA in question was as you described him, he needs to find a different job immediately. But if this crap isn't documented nothing will change. FT rants don't count as documentation.

brewdog11

Very fair point. I try to post on FT in order to provide data points and inform other pax on how to educate AA service employees on their own airline's service policies.

I will write in and follow up on here. Maybe it will make a difference this time, but I'm skeptical.

Herb687

Thank you! It might not make a difference in the short term and the form response probably won't give you any satisfaction but, over the long run, it will make a difference. The only way that bad FAs will ever be disciplined is if enough specific complaints are received.

MiamiAirport Formerly NY George

Yesterday flying ORD/MIA one of the FAs, young guy, had on about 5 recent flights in F. Always PDB and drinks offered in flight. This time he's working Y but after we get in flight he leans over and tells me he's going to try to get the F FA to serve pasx but the F FA is a 30 year veteran "set in his ways." Well apparently the "30 year veteran" refuses to do a service and sits there with a scowl on his face. Finally the number 2 puts on an apron and breaks open the F beverage cart to do drinks. Only then does the "30 year veteran" jump in and do the service. Unfortunately come 10/1 the "30 year veteran" will likely have a job, along with a bad attitude, while the young guy will be collecting unemployment. Complaining to AA isn't going to do anything. I believer Parker will use these silly "health concerns" to move AA more towards Spirit.

brewdog11

I wonder what he would have done if confronted with documentation stating AA's official policy.

Unfortunately, this seems to be the trend.

Alas, what we're all worried about. This allows for the perfect excuse for $5 cans of Coke and $2 Biscoff cookies.

Herb687

Neither will ranting on FT.

If so, I have no issue moving my travel towards Spirit.

I've posted this several times before but when a paid first flyer like me is willing to say screw AA, screw your AAdvantage modern day Green Stamps, book big front seat on NK, and pocket some extra cash (NK BFS is often cheaper than AA Y), AA is in trouble. For several hundred bucks saved on a 2.5 hour flight, I'm happy to pay for a drink if I want one while enjoying comparable seat pitch and width to AA domestic F.

cmd320

I completely agree. As AA and other domestic airlines cut services, reduce legroom, and generally make domestic premium products worse, I struggle to find any reason to pay a premium for them. BFS on NK is an attractive option given it’s ordinarily 1/2 to 1/3 of the price and the service just really isn’t that different. Yeah, I will have to forgo a PDB (which on AA is hardly guaranteed anyway) and there’s no real divider to the rest of the cabin, but other than that, I struggle to find much difference.

Of course there’s a crowd out there that gets very concerned about IRROPS handling but the reality is I very rarely have IRROPS issues and when I do I’m typically more efficient at handling them myself than standing in line or waiting on the phone or being automatically rebooked onto some crappy flight I don’t want.

Now, would I give up a lie-flat on a transcon for NK? No, of course not, but on a 2-3 hour flight, it’s a compelling option.

CLT

Today on AA230 (CLT-DCA):

Lead FA was drinking this pink Starbucks Frappuccino during boarding (without wearing a mask). Load was pretty good, only a few empty seats (that I saw). I guess after boarding completed someone was still using their cell phone (I couldn't see or hear anyone but I'm sure someone was) and one of the Y FA's gets on the PA and says very rudely that everyone needs to end their phone conversation, followed by an announcement by the lead FA akin to "the captain would be more than happy to reopen the door and let you off so you can talk on your phone" which I found in appropriate. Why not just go up to the individual directly and kindly request them to turn their phone off?

There wasn't a special COVID-19 message after the safety demo about oxygen masks and no service, however during the "passing 10,000" announcement the lead FA just said "this is a no service flight". I walked to the back of the aircraft when the seatbelt sign was off, and asked for a glass of water. After a combined obnoxious eye-roll and sigh, I was given a can of seltzer water.

Pro: No annoying Barclay card announcement.

Edit: I honestly just don't get it. I understand that some FAs may be nervous regarding their health/safety, I truly do, but at the end of the day, your employer states that you are to provide beverages upon request. You aren't serving made to order ice cream sundaes or rolling down a salad cart down the aisle...you are just giving a sealed can of soda. I have nieces and nephews in the 15-18 year old range that are cashiers at grocery stores and still go to work and have to do their job. I'm not saying a cashier at a grocery store is the same type of job function, but at the end of the day they are in direct contact with the public and are touching money etc, and could get sick, and I don't hear them complain.

ISTFlyer

I completely agree with you, indeed AA has offered 2/3 of their annual salary, if they voluntarily pause their job contract until the situation gets better. These crew shouldn't fly if they are seriously concerned about their own safety.

If we return to the meal/beverage service, I've seen crews skipping the beverage service on 900mi > flights and skipping the second drink and Biscoff run ( 1h-1h30min before arrival ) on transcontinental flights during regular time and also I've seen lots of inconsistencies of AA crews throughout my 21 AA flights up today. In some of those flights, the crew members were really helpful, smiling, willing to serve passengers and in some cases they didn't even welcome passengers throughout the boarding process. Same for the captains, in Europe or in Asia, captains are not permitted to leave the aircraft before all passengers deboard the aircraft ( not a law, for politeness ) but I've seen a lot of times that AA crews stopping the disembarking passenger flow for captains to leave before all passengers leave.

The main issue here is that there are a quite few American cabin crew that performs their duty accordingly and the others chill as they think that their unions would protect them. I have never seen any disrespectful move from any AA ground staff or AA lounge staff up to now but I've probably seen more than 10 aircraft crews that were not doing their job including one of them sleeping and snoring at the back galley of an A321 while his colleague was trying to offer water for thirsty passengers.

To conclude, while the service from AA ground personnel is always professional and customer-friendly, I couldn't say the same thing for the air-crew.

MiamiAirport Formerly NY George

Ultimately the FAs that should not be in this job now have the "perfect reason" not to do their job. In many ways AA is in a tough position here because if they demand FAs do their job you can bet that AA would get killed in the press for "compromising the health and safety of their employees." Some of the lazier younger ones are going to have a rude awakening on 10/1 when they are thrown out of a job in a world of 30% unemployment, no hope for a job again in aviation or maybe anywhere else for that matter. The saying about karma.

Ten years from now when AA goes to hire new FAs again I really wish they'd try to screen these kind out. If dealing with people sometimes in a stressful situation is so hard for one they do not belong in the job. Even more so in my 25 years of flying around in F/J 95% of the paxs are very kind and grateful to FAs. I and I've seen others do same have personally thanked the F FA at the end of the flight for proactively doing the beverage service. Really I never get anyone profusely thanking me for doing my job.

This has nothing to do with "health" and everything to do with FAs that are miserable in their job, and probably their life, and have the carte blanche now to take it out on their paxs.

SkyTeam777

I wish there were a way for FAs on the chopping block (for seniority reasons) would perhaps get a pass if they had a certain number of compliments sent in by passengers. This would be a way for FAs to have incentive to do the basics of their job and get rewarded for it. Its a motivational tool, and those that still feel nervous due to health concerns can continue with their behavior and be on the chopping block when it's time.

CLT

I'm flying again in a week and a half, and I am going to screenshot the beverage policy onto my phone.

If the company is still loading soft drinks and water onto flights (I saw the bar cart yesterday and it was fully loaded with juices and sodas), can't they tell that the provisions aren't being used and the FAs aren't letting pax know they can request drinks?