How does AA have such pleasant employees?
#1
Suspended
Original Poster
Join Date: Sep 2019
Posts: 2,094
How does AA have such pleasant employees?
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.
Last edited by WeekendTraveler; Sep 26, 2022 at 12:54 pm
#4
Join Date: Apr 2019
Location: Seattle, WA
Programs: AS 100K, AA EXP, Hyatt Globalist, Marriott Plat, Hilton Diamond
Posts: 294
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.
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.
But to be entirely honest I at first thought you were being sarcastic. Especially flying long haul often, there I’ve encountered some of the most apathetic and not-very-nice airline employees out there.
#5
Join Date: Mar 2017
Location: Chicago
Programs: AAdvantage EXP | United Silver | HH Diamond | Bonvoy Platinum | Hyatt Explorist
Posts: 718
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)
#7
Join Date: Sep 2012
Location: LAX and LHR
Programs: AA EXP, IHG Spire Elite, Hilton Diamond
Posts: 230
Agreed. Just said as much in the AA survey that popped up in my inbox a few hours ago.
From 2013-2018 I was doing TATL and TPAC at least once a month each, and found the long haul crews to be (for the most part) very personable.
Equally I felt domestic service was just a step up from standing in line at the DMV.
During and now post-pandemic, I find the exact opposite to be the case.
My short hops across the Midwest and South have been very pleasant, with cabin crew I would say felt as if they were really trying to lean into friendly customer service wherever possible.
My four TATL tips in the past six months... at best it's been indifferent crew, and many times just downright rude. I've found I'm not alone in this observation... other road warrior types remarking the same when "there is no more XXXX on the plane" or "nothing can be done about the broken XYZ for the next 11 hours."
Honestly, I think we all know it's not the crew's fault the very expensive seat won't recline, or they forgot to cater any specific drinks this trip... but maybe not bark it at us? (I know, I know, like asking a zebra to change its stripes!)
The last two pursers to London each made it clear, we are cattle, in their way, and WHY won't we just be good and go to sleep. STOP asking for things. Pffft!
From 2013-2018 I was doing TATL and TPAC at least once a month each, and found the long haul crews to be (for the most part) very personable.
Equally I felt domestic service was just a step up from standing in line at the DMV.
During and now post-pandemic, I find the exact opposite to be the case.
My short hops across the Midwest and South have been very pleasant, with cabin crew I would say felt as if they were really trying to lean into friendly customer service wherever possible.
My four TATL tips in the past six months... at best it's been indifferent crew, and many times just downright rude. I've found I'm not alone in this observation... other road warrior types remarking the same when "there is no more XXXX on the plane" or "nothing can be done about the broken XYZ for the next 11 hours."
Honestly, I think we all know it's not the crew's fault the very expensive seat won't recline, or they forgot to cater any specific drinks this trip... but maybe not bark it at us? (I know, I know, like asking a zebra to change its stripes!)
The last two pursers to London each made it clear, we are cattle, in their way, and WHY won't we just be good and go to sleep. STOP asking for things. Pffft!
#9
Join Date: Feb 2003
Location: Washington, DC
Programs: AA Executive Platinum/Million Miler, Marriott Titanium Elite-Lifetime, Hilton Gold
Posts: 3,198
Like every organization, there are always bad apples. However, in general, I've found 90% of AA staff to be pleasant, helpful, and interested in making sure I have a good experience (in clubs, on board, etc.). When I encounter the rare one who isn't, I just assume s/he is having a bad day and let it go.
FWIW, I've also found the PSA flight attendants to also be among the best. More often than not, if I'm recognized for being an EP, it's from a PSA flight attendant.
All of my business travel is domestic, so I can't speak to TPAC or TATL as those tend to be more senior FAs or LODO FAs.
FWIW, I've also found the PSA flight attendants to also be among the best. More often than not, if I'm recognized for being an EP, it's from a PSA flight attendant.
All of my business travel is domestic, so I can't speak to TPAC or TATL as those tend to be more senior FAs or LODO FAs.
#10
Join Date: Oct 2004
Location: ORD
Programs: AA EXP 2.6 MM
Posts: 90
There are some good ones, but in my region, Delta is the gold standard. I find Republic Airlines team members to be great. Envoy, and in particular Envoy gate agents to be less than ideal. On AA, it seems to me the newer cabin crew are more proactive and interested than those with more seniority. As stated, TPAC and TATL can have some fire breathers staffing the premium cabins...
#11
FlyerTalk Evangelist
Join Date: Aug 2003
Location: MSY (finally); previously NYC, BOS, AUH
Programs: AA EXP, 6MM; BA GLD
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One thing that this thread demonstrates very clearly that, in addition to there being a wide variety of AA employees, there's also a wide variety of AA customers, from those who are easily pleased to those that are easily offended. Fortunately for me (and perhaps for AA), I'm in the former camp. I've been traveling AA extensively for 35 years, and while certainly my experience has been that some employees are better than others, my experience overall has been very favorable. Or at least just fine.
#12
Join Date: Jan 2006
Location: SFOSJCOAK
Programs: AA-EXP & 1MM+, AS, MR-LTT, HH Gold
Posts: 7,576
I must say I didn't have quite the experience as OP has.
That said, I consistently encountered very friendly and efficient AAgents. Examples: AA AC staff in SFO (across the board) & AA RTW Desk (particularly 2 agents I know by first names).
Concur with upthread. Worst experiences had been on long hauls (even in F).
That said, I consistently encountered very friendly and efficient AAgents. Examples: AA AC staff in SFO (across the board) & AA RTW Desk (particularly 2 agents I know by first names).
Concur with upthread. Worst experiences had been on long hauls (even in F).
#13
Original Member
Join Date: May 1998
Location: Orange County, CA, USA
Programs: AA (Life Plat), Marriott (Life Titanium) and every other US program
Posts: 6,411
One thing that this thread demonstrates very clearly that, in addition to there being a wide variety of AA employees, there's also a wide variety of AA customers, from those who are easily pleased to those that are easily offended. Fortunately for me (and perhaps for AA), I'm in the former camp. I've been traveling AA extensively for 35 years, and while certainly my experience has been that some employees are better than others, my experience overall has been very favorable. Or at least just fine.
#14
Join Date: Feb 2003
Location: Washington, DC
Programs: AA Executive Platinum/Million Miler, Marriott Titanium Elite-Lifetime, Hilton Gold
Posts: 3,198
One thing that this thread demonstrates very clearly that, in addition to there being a wide variety of AA employees, there's also a wide variety of AA customers, from those who are easily pleased to those that are easily offended. Fortunately for me (and perhaps for AA), I'm in the former camp. I've been traveling AA extensively for 35 years, and while certainly my experience has been that some employees are better than others, my experience overall has been very favorable. Or at least just fine.
#15
FlyerTalk Evangelist
Join Date: Aug 2012
Location: KHOU/KIAH
Programs: AA EXP | Marriott Bonvoy Titanium| Hyatt Globalist
Posts: 11,212
One thing that this thread demonstrates very clearly that, in addition to there being a wide variety of AA employees, there's also a wide variety of AA customers, from those who are easily pleased to those that are easily offended. Fortunately for me (and perhaps for AA), I'm in the former camp. I've been traveling AA extensively for 35 years, and while certainly my experience has been that some employees are better than others, my experience overall has been very favorable. Or at least just fine.
My experiences are similar to yours, some good employees and largely I have no issues when traveling. But I'm not going to equate that to AA having superior staff. My experiences on DL, AS, B6 have all been largely equivalent if not better. Only UA under Smisek seemed to manage to have the world's least happy employees and it showed.