How does AA have such pleasant employees?
Sep 27, 2022, 2:27 am
#31
Join Date: Nov 2017
Location: CLT
Programs: AA EXP, 2 Million Miler
Posts: 821
As someone who’s been flying AA (and, before that, US Airways) since the 1990s, I can count on one hand the number of bad employees who I’ve encountered.
I find flight crews, Admirals Club staff, gate agents and phone agents to be pretty pleasant and professional almost all of the time (and in many cases, very nice). They are certainly more likeable than employees of a few other carriers.
How does AA find people who are consistently pleasant? Is it a mandated corporate culture, hiring practices or something else?
I’ve definitely seen a range from Brightline (amazingly good) to a few mass transit providers (mostly fine but with some really awful people here and there) so not all transportation companies are equal.
Thanks.
EDITED TO ADD:
I’m serious.
I almost never check in at the airport or deal with ticket counters.
I find flight crews, Admirals Club staff, gate agents and phone agents to be pretty pleasant and professional almost all of the time (and in many cases, very nice). They are certainly more likeable than employees of a few other carriers.
How does AA find people who are consistently pleasant? Is it a mandated corporate culture, hiring practices or something else?
I’ve definitely seen a range from Brightline (amazingly good) to a few mass transit providers (mostly fine but with some really awful people here and there) so not all transportation companies are equal.
Thanks.
EDITED TO ADD:
I’m serious.
I almost never check in at the airport or deal with ticket counters.
Sep 27, 2022, 5:46 am
#34
Join Date: Feb 2022
Location: YEG/KWI
Programs: EK Gold, QR Gold, WY Gold, Delta Silver Medallion
Posts: 460
Most of the AA agents were friendly, but Delta has the most friendliest employees I've ever come across. Extremely friendly crew and airport staff. But as another poster here pointed out, be respectful and kind to them as well! I always thank them for their service and time even in the check-in counters, and watching them smile out of genuine happiness is really wholesome. In fact, when I thanked a veteran who was serving our cabin, I thanked them for their service to the country while disembarking. They smiled and shed a few tears. It made my day and I bet it did theirs too! 
)
)
Sep 27, 2022, 6:02 am
#35
Join Date: Feb 2013
Location: CMH, West Coast
Programs: AA Executive Platinum, oneworld emerald
Posts: 2,741
I have now around 100 segments on AA over the last couple years and have not noticed the infamous surly AA service at all. My experiences have all been great.
My 300 segments before AA and AS were all on WN, which is a different experience in terms of service. It's like if Cracker Barrel were an airline-- everyone's Minnesota Nice all the time, they're overly folksy and friendly, always chatting up you and your brood flying to MCO, lame dad jokes over the PA, etc. Detest the faux LUV culture. They smile in your face while giving you absolutely nothing and treating you like crap.
AA is just efficient, not folksy, and some Americans who are used to a more down-home approach to service take that at cold and unfriendly. I would way rather do the AA way, which filters all the way down to the ramp agents. WN departures were shut the door, fool around, shut the cabin door, fool around, push, park in penalty box to fool around, then maybe taxi for take off. AA is d0, shut the door, shut the cabin, lurch from blocks off, then push back. I still can't believe it after getting used to WN-- wait, were pushing back already?!
I'd way rather have efficiency and an actual hard product on the ground than fake friendliness and whimsy any day.
My 300 segments before AA and AS were all on WN, which is a different experience in terms of service. It's like if Cracker Barrel were an airline-- everyone's Minnesota Nice all the time, they're overly folksy and friendly, always chatting up you and your brood flying to MCO, lame dad jokes over the PA, etc. Detest the faux LUV culture. They smile in your face while giving you absolutely nothing and treating you like crap.
AA is just efficient, not folksy, and some Americans who are used to a more down-home approach to service take that at cold and unfriendly. I would way rather do the AA way, which filters all the way down to the ramp agents. WN departures were shut the door, fool around, shut the cabin door, fool around, push, park in penalty box to fool around, then maybe taxi for take off. AA is d0, shut the door, shut the cabin, lurch from blocks off, then push back. I still can't believe it after getting used to WN-- wait, were pushing back already?!
I'd way rather have efficiency and an actual hard product on the ground than fake friendliness and whimsy any day.
Sep 27, 2022, 6:14 am
#36
Join Date: Feb 2013
Location: CMH, West Coast
Programs: AA Executive Platinum, oneworld emerald
Posts: 2,741
My Lord, speaking of ticket counter agents, elite line staffer at CMH the other day went so above and beyond, even despite my protests. Fixed my boarding pass and then wanted to make sure I got to the gate OK as I was flying AS rather than AA (different concourses at CMH). Then he tracked me down at the ATM later to make sure I had my paper boarding pass. Almost uncomfortable levels of service.
Sep 27, 2022, 6:16 am
#37
Join Date: Feb 2013
Location: CMH, West Coast
Programs: AA Executive Platinum, oneworld emerald
Posts: 2,741
Sep 27, 2022, 6:59 am
#38
Join Date: May 2010
Posts: 3,461
Let's see it was an AA employee who once told an entire gate house area to "FUXX off" because 10 minutes after departure time we didn't have a plane and the departure time was not updated. (Someone complained to her supervisor who was at another gate and he claimed "she's my best employee")
It was an AA employee who threw my boarding pass in the trash behind her desk at the check in counter and then tried to convince her supervisor that I climbed over the desk and put it there myself
It was an AA employee who told me off because I pointed out that I wanted my luggage to go to Panama City, FLORIDA not Panama City, Panama (Still not sure how she got that bag tag to print that way but luckily for me another employee heard us and realized what the 'charming' agent had done
It was an AA Business Class flight attendant who we jokingly called "Nurse Rachett" for a 10 hour flight... (We picked that up from the name we heard the other FAs referring to her by)
It was an AA employee who threw my boarding pass in the trash behind her desk at the check in counter and then tried to convince her supervisor that I climbed over the desk and put it there myself
It was an AA employee who told me off because I pointed out that I wanted my luggage to go to Panama City, FLORIDA not Panama City, Panama (Still not sure how she got that bag tag to print that way but luckily for me another employee heard us and realized what the 'charming' agent had done
It was an AA Business Class flight attendant who we jokingly called "Nurse Rachett" for a 10 hour flight... (We picked that up from the name we heard the other FAs referring to her by)
Sep 27, 2022, 7:26 am
#39
Join Date: Jan 2002
Location: Phoenix/Columbus
Programs: Delta Silver Medallion, United Gold, US Airways silver
Posts: 1,717
My Lord, speaking of ticket counter agents, elite line staffer at CMH the other day went so above and beyond, even despite my protests. Fixed my boarding pass and then wanted to make sure I got to the gate OK as I was flying AS rather than AA (different concourses at CMH). Then he tracked me down at the ATM later to make sure I had my paper boarding pass. Almost uncomfortable levels of service.
Sep 27, 2022, 7:27 am
#40
Join Date: Jun 2013
Location: Roswell, GA
Programs: AA EXP 2.8m,Lifetime PLT, Hilton Diamond, IHG PlLT, SPG Gold
Posts: 3,193
Been flying AA since 1979...
AA employees back then great
now go back in the last 15 years or so.. Domestic great.. 90/100
International especially in F...25/100
international in J 65/100
international in Y 75/100
Ground staff.. generally 85/100
AA club angels.. 99/100
AA employees back then great
now go back in the last 15 years or so.. Domestic great.. 90/100
International especially in F...25/100
international in J 65/100
international in Y 75/100
Ground staff.. generally 85/100
AA club angels.. 99/100
Sep 27, 2022, 7:33 am
#41
Join Date: Jan 2017
Location: CMH, CLE, CAK
Programs: AA, Hertz, Hyatt, Hilton
Posts: 206
My experience over the last 10 years flying mostly out of ORD:
- (Priority) Check-In Agents - Never friendly, borderline rude - but wildly efficient - so it comes out in the wash
- Admirals Club - always incredible - every person goes out of their way to create a great experience
- Gate Agents - Friendlier than the check-in agents in my experience, honest, efficient - I don't break rules (with baggage) and I know the basics (like how upgrades work) so I don't run into snags
- Flight Attendants - 20% Above and beyond 70% good, 10% horrible (completely rude, spends whole time on phone avoiding doing anything, rolls eyes when asked for water or anything)
Sep 27, 2022, 9:05 am
#42
FlyerTalk Evangelist
Join Date: Nov 2003
Location: Wesley Chapel, FL
Programs: American Airlines
Posts: 30,022
I've never encountered anyone but friendly and chipper at any Admiral's Club. They are always pleasant because most likely they're happy to be staffed there than the ticket counters/check in counters.
Sep 27, 2022, 9:28 am
#43
Join Date: Jun 2021
Posts: 201
I've not had a problem this year, but during COVID travel, AA flight attendants were the rudest *itches I've ever seen. Marching up and down the aisle trying to catch someone with their mask not on properly and barking orders at them. Talking loudly at them and causing a scene.
I think they hired their FA's last year were former prison guards. Rough and nasty looking.
I think they hired their FA's last year were former prison guards. Rough and nasty looking.
Sep 27, 2022, 9:41 am
#44
Join Date: Oct 2005
Location: Reno, NV
Programs: NFY, AA EXP, Marriott TE
Posts: 517
I have to say I'm with the OP on this one.
I've had an occasional shocker of an encounter, but, considering how many times I meet a different AA employee every week, I'm amazed that they can have such a high percentage of nice.
I have a pretty positive view on the world - maybe that's reflected back at me.
All the best, James
I've had an occasional shocker of an encounter, but, considering how many times I meet a different AA employee every week, I'm amazed that they can have such a high percentage of nice.
I have a pretty positive view on the world - maybe that's reflected back at me.
All the best, James
Sep 27, 2022, 9:55 am
#45
Join Date: Sep 2022
Location: AUS
Programs: BA, QF, DL, A3, IHG
Posts: 121
Second trip with AA over the weekend BOS-ORD-MCI-CLT-BOS. Consistently good crews (especially Republic on BOS-ORD). No status with AA (but QF Gold). Managed to get moved to the exit row MCE seat across from the jump seat on MCI-CLT just asking at service desk, and after asking at the CLT AC, got rebooked on earlier CLT-BOS flight as MCI-CLT arrived 30 mins early (couldn't wrangle MCE from the gate agents though). All of this in B, so I'm not sure how much was down to just asking and how much was my measly QF status (which doesn't even get complementary MCE unlike BA/IB etc).