American Airlines pilots: We are tired of apologizing for our embarrassing company

Mike Wise

Mike Wise

#NewSchool
http://www.businessinsider.com/american-airlines-pilots-embarrassing-apologize-2016-3

The Allied Pilots Association (APA), the union representing American Airlines' pilots,published a scathing letter last week blasting the airline for its "toxic" labor relations and declining product quality.

"The pilots of American Airlines will not remain silent as we witness the rebirth of the toxic culture we fought so hard to eradicate," the union wrote.

In the letter, the union accused American Airlines management of engaging in "old school, rules-based management" as well as "cut-throat and heartless operating methods."
Click to expand...

And discuss!

What's it really like?
 
Looks like he responded..though it's basically more of him talking and promising change rather then actual concrete action.

http://aviationblog.dallasnews.com/2016/03/american-airlines-ceo-we-have-to-manage-differently.html/


What always annoyed me with this management group was their fettering image protection by middle managers to keep top brass from seeing issues. Case in point;

Circa 2009/1010 era, ozziecat35 is a relatively seasoned ramp team lead for US Airways based in Phoenix. We are short staffed on this particular ramp (what's new) with lots of gate swaps / etc. 'Ol Dougie boy comes in from PHL on one of the hub flights, and you'd think Jesus Christ himself was arriving with the double teams and 4, count them 4 ramp managers "supervising" (read micromanaging) the arrival gate. You see, we can't let Mr. Parker see what's actually happening, we want him to see that the PHX ramp is an efficient operation. We'll ignore the 4 other flights on that ramp that got chalked in late and thus departed late because those crews were cannibalized from those gates for the dog and pony show down on A11. "Hey, Alpha 3 lead, how come your San Diego flight pushed 20 minutes late?"

-uh huh.

/endrant.
 
ozziecat35 said:
Looks like he responded..though it's basically more of him talking and promising change rather then actual concrete action.

http://aviationblog.dallasnews.com/2016/03/american-airlines-ceo-we-have-to-manage-differently.html/


What always annoyed me with this management group was their fettering image protection by middle managers to keep top brass from seeing issues. Case in point;

Circa 2009/1010 era, ozziecat35 is a relatively seasoned ramp team lead for US Airways based in Phoenix. We are short staffed on this particular ramp (what's new) with lots of gate swaps / etc. 'Ol Dougie boy comes in from PHL on one of the hub flights, and you'd think Jesus Christ himself was arriving with the double teams and 4, count them 4 ramp managers "supervising" (read micromanaging) the arrival gate. You see, we can't let Mr. Parker see what's actually happening, we want him to see that the PHX ramp is an efficient operation. We'll ignore the 4 other flights on that ramp that got chalked in late and thus departed late because those crews were cannibalized from those gates for the dog and pony show down on A11. "Hey, Alpha 3 lead, how come your San Diego flight pushed 20 minutes late?"

-uh huh.

/endrant.
Click to expand...


Yeah, but I'm Exec Plat :)
 
ChasenSFO said:
Nobody cares, old man Skibo.

Except American. They thank your for your loyalty.
Click to expand...

I have yet to be thanked (except an occasional email or by the Foreign One World Carriers who go out of their way to find me on the aircraft and ask if I need anything).

AA thanks me by cancelling many of my flights and offering a cot.......

If I get this new Europe Senior Sales Director role I shall have to inquire to Sir @Derg about matching and moving my loyalty over :)
 
Typical APA... they think they can solve problems with strongly worded letters.

I think the APA leadership is realizing that they got into bed too early with this management team. I think they are wishing they has listened a little more when the LUS pilot group was saying basically "buyer beware".


Don't know about the LAA side of the house, but on the LUS side, it has pretty much been business as usual.
 
jskibo said:
I have yet to be thanked (except an occasional email or by the Foreign One World Carriers who go out of their way to find me on the aircraft and ask if I need anything).

AA thanks me by cancelling many of my flights and offering a cot.......

If I get this new Europe Senior Sales Director role I shall have to inquire to Sir @Derg about matching and moving my loyalty over :)
Click to expand...

@jskibo

One thing I wish AA would do is give the Captains a list of the Executive Platinum passengers and their seat assignment before boarding. I would make it a point to try and personally thank each of them for their continued loyalty to American Airlines.
 
ctab5060X said:
@jskibo

One thing I wish AA would do is give the Captains a list of the Executive Platinum passengers and their seat assignment before boarding. I would make it a point to try and personally thank each of them for their continued loyalty to American Airlines.
Click to expand...

It's little things like that that matter so much.

Was disappointed in the letter, though - it was very non-specific.
 
ctab5060X said:
@jskibo

One thing I wish AA would do is give the Captains a list of the Executive Platinum passengers and their seat assignment before boarding. I would make it a point to try and personally thank each of them for their continued loyalty to American Airlines.
Click to expand...
The Pursurs on TWA and AA international flights used to make a point of stopping by to ask if you needed anything.

I usually said no but thanks for asking, really not a high maintenance traveller, just get me there or rebook me before I have to stand in line.

Not so much anymore. One World folks still really nice. Hell I dropped my Admiral's Club membership after five years. Even there it was like a bother to talk to you. International one world lounges are extremely attentive and I get in Free anyway.

I forgot to note that the TWA stewardesses sometimes blocked the aisle with their walkers or canes. :D
 
  • Like
Reactions: bp
jskibo said:
The Pursurs on TWA and AA international flights used to make a point of stopping by to ask if you needed anything.

I usually said no but thanks for asking, really not a high maintenance traveller, just get me there or rebook me before I have to stand in line.

Not so much anymore. One World folks still really nice. Hell I dropped my Admiral's Club membership after five years. Even there it was like a bother to talk to you. International one world lounges are extremely attentive and I get in Free anyway.

I forgot to note that the TWA stewardesses sometimes blocked the aisle with their walkers or canes. :D
Click to expand...

AA does have a way of letting their ArchAic methods ruin great customer service and the corporate culture of the airline they AAquire.
 
ctab5060X said:
AA does have a way of letting their ArchAic methods ruin great customer service and the corporate culture of the airline they AAquire.
Click to expand...

Well I know with me I was jump seating out of KSAN when a gate agent made me call again to get listed. Needless to say, I watched him get his orifice chewed out. Come to find out the poor bastard needed to learn that pilots come in all sizes, shapes and COLORS.
Long story short? I like AA customer service.
 
floridabeachbum said:
Well I know with me I was jump seating out of KSAN when a gate agent made me call again to get listed. Needless to say, I watched him get his orifice chewed out. Come to find out the poor bastard needed to learn that pilots come in all sizes, shapes and COLORS.
Long story short? I like AA customer service.
Click to expand...

This would be the same company that had a gate agent tell a Delta pilot, "You are a freeloader. If you don't like it go ride your own airline."

This would be the same company that has gate agents blatantly lie to Captains about non-revs and jumpseaters just so they can get the aircraft door closed.

This would be the same company that leaves non-revs with children at the gate with open seats because they say the just don't have time to accommodate them.

This would be the same company that denies boarding to jumpseaters requiring them to purchase full fare tickets in order to get on the aircraft.

This would be the same company that makes OAL crew members call an archaic listing number or use a website to list for the jumpseat, rather than use an existing walk up procedure that every commuting crew member LOVED.


Sure, there is occasionally a diamond in the rough here and there, but the majority don't care to give you the time of day, let alone a seat, regardless if you have listed or not.
 
ctab5060X said:
@jskibo

One thing I wish AA would do is give the Captains a list of the Executive Platinum passengers and their seat assignment before boarding. I would make it a point to try and personally thank each of them for their continued loyalty to American Airlines.
Click to expand...

What about us Business AAirPass members who just happen to be Executive Platinum also?

Sounds cool but it sure wood screw up the boarding process.
 
floridabeachbum said:
Come to find out the poor bastard needed to learn that pilots come in all sizes, shapes and COLORS.
Click to expand...

Are you saying you have small hands?

one-tiny-hand-kim-jong-il.jpg
 
fholbert said:
What about us Business AAirPass members who just happen to be Executive Platinum also?

Sounds cool but it sure wood screw up the boarding process.
Click to expand...

However the company would want it broken down.

I've tried to make it a habit of being at a point up front where I can step away and help the lead FA greet the Executive Platinum, First/Business Class, etc.

I've come to not like being just another voice over the PA and like the face-to-face interaction with our customers.
 
You must log in or register to reply here.
Back
Top