I found this on a public forum but I thought I'd repost here so you can have a look at poor employee appreciation can manifest itself-
Doug Taylor
-------------------------Post Starts----------------------------
Peter.Bowler@aa.com - CEO American Eagle Airlines
Linda.Kunz@aa.com - Vice President Of Inflight Services
Rose.Doria@aa.com - Employee Relations
Stephanie.Babish@aa.com - Employee Counsel
Susan.Piper@aa.com - Regional Managing Director
Dear Senior Management Of American Eagle Airlines:
I am writing to you on behalf of one of our Chicago Based Flight Attendants.
Her name is Debra McDougald. This is a name that I would like for you to
remember very well. It is a name that has weighed very heavy on my mind in
recent days.
Debra has fallen victim to one of the most horrific displays of this company's
lack of compassion and loyalty to it's employees that I have ever seen
displayed in the airline industry.
Debra was flying a 4-day sequence with a temperature of 104 degrees. She did
not call in "sick" for fear of the repercussions that would take place because
of American Eagle's sick policy and attendance control.
Upon the completion of her trip sequence, and her obligations to her employer
ended, she was admitted into the hospital in Richmond, VA. (Her home)
During her overnight hospital stay, she received a telephone call to inform her
that her son was murdered in Seattle, Washington.
Before I continue, I want you to think how horrifying of an experience that
this must have been for Debra. In the hospital, sick, and finding out that her
child has been murdered.
Debra immediately checked herself out of the hospital, against her Doctor's
wishes. She contacted Melissa Hendrickson, ORD Flight Service Manager. Debra
requested A9 Travel for herself and some family members to go to Seattle to
identify her son's body in the morgue.
Debra had to return to Richmond to take care of funeral planning, travel
arrangements for her son, and other pressing family matters while still dealing
with serious health matters.
She contacted Melissa Hendrickson again a week later to request another A9 Pass
to Seattle for herself and her daughter to attend the funeral. Melissa refused
to give Debra and her daughter an A9 Pass because she had already used her A9
the week previously.
Debra was not in the right frame of mind to argue the point. So, she decided to
D2 with her daughter to Seattle via Dallas. Only, it wasn't that easy. Upon
their arrival in DFW, all of the flights from DFW to SEA were oversold.
Later, Debra found out that in fact a flight from DFW to SEA had left with 22
empty seats with no nonrevenue passengers onboard.
Debra contacted Melissa again to request assistance. Melissa offered none.
Debra had to arrange for a hotel room for her and her daughter. The next day,
the flights were still oversold. Debra contacted Southwest Airlines and they
accommodated her on an ID-90 status.
Moreover, during her trip to Seattle from Dallas on Southwest, one of the
stopovers created an oversold situation and all of the non-revs were asked to
deplane. When Debra explained the situation to the agent for Southwest, the
airline PAID $200.00 to two revenue passengers to deplane so that Debra and her
daughter, two NONREVENUE passengers can get on the flight to Seattle.
It is pretty sad when you have to go to an airline in which you don't even work
for to be accommodated during such turmoil. To be perfectly honest, I don't
understand how American Eagle can be so incredibly heartless.
Debra has brought this to the attention of the Union. There were no contractual
violations. No grievance will be filed. But, unlike the company's display, her
Union is here for her to support her and offer assistance.
This tragedy that Debra has had to endure will not be out of her thoughts for
years to come. She is permanently scarred from what she has been through. No
employee of AMR should ever have to go through this.
Debra and myself have talked many hours about this. I asked her what she would
like to see come out of all of this. Her selfless and unselfish response to me
was "I want to make sure that this never happens to another employee ever
again."
I'm going to help her.
I would like to request the following:
1. An immediate investigation to begin on Melissa's behavior towards Debra
McDougald. Her lack of compassion to this situation makes me seriously doubt
her ability to be in management and lead by example. Furthermore, her inability
to assist Debra when it was so desperately needed has left herself with a
reputation of someone who cannot be trusted.
2. A revamping of company policy on A9 Travel to include Union Representation
for input on issues that we have learned from this tragic event. As a result of
this incident, I have searched JetNet to find no information available to
employees in need of emergency assistance.
3. A letter of commitment to every employee that American Eagle is dedicated to
it's employees and will think outside the box for extenuating circumstances and
will assist their employees whenever possible.
4. A letter of apology to Debra McDougald for having to endure such a lack of
compassion on the company's part. While this will not erase what has happened,
it is certainly a way to show that the company seriously does care for it's
employees and identifies and acknowledges that there is room for major
improvement.
5. A letter of recognition to Southwest Airlines Director Of Customer Service
for showing such compassion to a F/A that is not employed by SWA.
6. A meeting with the recipients of this e-mail so that Debra can share her
story with you firsthand. It is important that you put a face to the name. It
is important that you hear how she was treated.
The requests that I have made are not unreasonable. The company is accountable
for it's actions, as we, the employees are. I will await to hear from you in
regards to the requests that I have made.
In closing, I would hope that this e-mail speaks for itself. You are the senior
members of management for American Eagle Airlines. The rule makers so to speak.
You have the power to ensure that this never happens again. Now that you know,
I hope that you do something about it diligently. There are thousands of
employees in this company and we count on you to do the right thing. Now,
here's your chance.
Debra McDougald - a loyal employee of American Eagle. Remember her name well.
Regards,
Bill Hennessey
MEC President
American Eagle Airlines
---------------Post Ends--------------------------------
Doug Taylor
-------------------------Post Starts----------------------------
Peter.Bowler@aa.com - CEO American Eagle Airlines
Linda.Kunz@aa.com - Vice President Of Inflight Services
Rose.Doria@aa.com - Employee Relations
Stephanie.Babish@aa.com - Employee Counsel
Susan.Piper@aa.com - Regional Managing Director
Dear Senior Management Of American Eagle Airlines:
I am writing to you on behalf of one of our Chicago Based Flight Attendants.
Her name is Debra McDougald. This is a name that I would like for you to
remember very well. It is a name that has weighed very heavy on my mind in
recent days.
Debra has fallen victim to one of the most horrific displays of this company's
lack of compassion and loyalty to it's employees that I have ever seen
displayed in the airline industry.
Debra was flying a 4-day sequence with a temperature of 104 degrees. She did
not call in "sick" for fear of the repercussions that would take place because
of American Eagle's sick policy and attendance control.
Upon the completion of her trip sequence, and her obligations to her employer
ended, she was admitted into the hospital in Richmond, VA. (Her home)
During her overnight hospital stay, she received a telephone call to inform her
that her son was murdered in Seattle, Washington.
Before I continue, I want you to think how horrifying of an experience that
this must have been for Debra. In the hospital, sick, and finding out that her
child has been murdered.
Debra immediately checked herself out of the hospital, against her Doctor's
wishes. She contacted Melissa Hendrickson, ORD Flight Service Manager. Debra
requested A9 Travel for herself and some family members to go to Seattle to
identify her son's body in the morgue.
Debra had to return to Richmond to take care of funeral planning, travel
arrangements for her son, and other pressing family matters while still dealing
with serious health matters.
She contacted Melissa Hendrickson again a week later to request another A9 Pass
to Seattle for herself and her daughter to attend the funeral. Melissa refused
to give Debra and her daughter an A9 Pass because she had already used her A9
the week previously.
Debra was not in the right frame of mind to argue the point. So, she decided to
D2 with her daughter to Seattle via Dallas. Only, it wasn't that easy. Upon
their arrival in DFW, all of the flights from DFW to SEA were oversold.
Later, Debra found out that in fact a flight from DFW to SEA had left with 22
empty seats with no nonrevenue passengers onboard.
Debra contacted Melissa again to request assistance. Melissa offered none.
Debra had to arrange for a hotel room for her and her daughter. The next day,
the flights were still oversold. Debra contacted Southwest Airlines and they
accommodated her on an ID-90 status.
Moreover, during her trip to Seattle from Dallas on Southwest, one of the
stopovers created an oversold situation and all of the non-revs were asked to
deplane. When Debra explained the situation to the agent for Southwest, the
airline PAID $200.00 to two revenue passengers to deplane so that Debra and her
daughter, two NONREVENUE passengers can get on the flight to Seattle.
It is pretty sad when you have to go to an airline in which you don't even work
for to be accommodated during such turmoil. To be perfectly honest, I don't
understand how American Eagle can be so incredibly heartless.
Debra has brought this to the attention of the Union. There were no contractual
violations. No grievance will be filed. But, unlike the company's display, her
Union is here for her to support her and offer assistance.
This tragedy that Debra has had to endure will not be out of her thoughts for
years to come. She is permanently scarred from what she has been through. No
employee of AMR should ever have to go through this.
Debra and myself have talked many hours about this. I asked her what she would
like to see come out of all of this. Her selfless and unselfish response to me
was "I want to make sure that this never happens to another employee ever
again."
I'm going to help her.
I would like to request the following:
1. An immediate investigation to begin on Melissa's behavior towards Debra
McDougald. Her lack of compassion to this situation makes me seriously doubt
her ability to be in management and lead by example. Furthermore, her inability
to assist Debra when it was so desperately needed has left herself with a
reputation of someone who cannot be trusted.
2. A revamping of company policy on A9 Travel to include Union Representation
for input on issues that we have learned from this tragic event. As a result of
this incident, I have searched JetNet to find no information available to
employees in need of emergency assistance.
3. A letter of commitment to every employee that American Eagle is dedicated to
it's employees and will think outside the box for extenuating circumstances and
will assist their employees whenever possible.
4. A letter of apology to Debra McDougald for having to endure such a lack of
compassion on the company's part. While this will not erase what has happened,
it is certainly a way to show that the company seriously does care for it's
employees and identifies and acknowledges that there is room for major
improvement.
5. A letter of recognition to Southwest Airlines Director Of Customer Service
for showing such compassion to a F/A that is not employed by SWA.
6. A meeting with the recipients of this e-mail so that Debra can share her
story with you firsthand. It is important that you put a face to the name. It
is important that you hear how she was treated.
The requests that I have made are not unreasonable. The company is accountable
for it's actions, as we, the employees are. I will await to hear from you in
regards to the requests that I have made.
In closing, I would hope that this e-mail speaks for itself. You are the senior
members of management for American Eagle Airlines. The rule makers so to speak.
You have the power to ensure that this never happens again. Now that you know,
I hope that you do something about it diligently. There are thousands of
employees in this company and we count on you to do the right thing. Now,
here's your chance.
Debra McDougald - a loyal employee of American Eagle. Remember her name well.
Regards,
Bill Hennessey
MEC President
American Eagle Airlines
---------------Post Ends--------------------------------