An example for AA employees to follow:

[737823]

To Fly. To Serve.

These four words were painted on the tailfins of our early aircraft. And our pilots still wear them with pride. In the lining of their jackets and on the peaks of their hats.

They're rarely noticed, but they've always been at the heart of everything we do. Because they're not a slogan. They're a promise. We're committing to this promise again and we'll continue to build on it. With the certainty that we face our future with the same pride we feel for our past.

To Fly. To Serve.
It's what we do. It's who we are.

http://www.youtube.com/watch?v=x_G4MV_DG2Q&feature=relmfu

http://www.britishairways.com/travel/to-fly-to-serve/public/en_gb

Please note that they aren't throwing around this "we are primarily here for your safety" nonsense. The video mentions safety IN ADDITION to providing superior service,

Josh

 

[IORFA]

That's sort of funny, since it seems like every summer some work group or another is having a strike action at BA. Is that when they are "flying and serving"?

 

[737823]

That's sort of funny, since it seems like every summer some work group or another is having a strike action at BA. Is that when they are "flying and serving"?

No matter how outrageous their demands and negotiating tactics your "brothers and sisters" at BA represented by UNITE do not allow their labor rift to distract them when customers are present. No "Got Union, Got Guts" buttons and lanyards, no gossip and reading in the galleys, and no crew resting in customer seats.

Sure the BA industrial action adversely affected BA's operations and upset many customers but they didn't shut BA down. Substantially all of the LGW and LCY operation came out unscathed, the entire LHR 777 operations, wet leased aircraft lined T5, and they also accommodated passengers on other carriers.

When BA reduced staffing on long haul aircraft, the union head mentioned that his primary concern was the deteriorating service standards for customers, who allow the Cabin Crew to fly. BA is highly unionized and provides good service. CX is highly unionized and also provides spectacular service. WN is heavily unionized and provides good service. Why can't AA management and APFA develop and foster such a relationship?

I haven't taken AA to LHR since May and last two trips were on BA. My only regret is not switching sooner. The tired 757s and 767s are a joke of an airplane and the interiors are in desperate need of replacement.

Josh

 

[Bob Owens]

Its an advertisement put out by BA.
AA has plenty of commercials as well.
http://www.youtube.com/watch?v=WbiUYq-DQsI&feature=related
http://www.youtube.com/watch?v=rFbUofvBWYU&feature=related

 

[TWskyliner]

If there were white diamonds pouring forth from the the spigets in the AA first class lavs, Josh would still be disappointed because they weren't yellow... Josh, if the services you are receiving at American Airlines aren't to your standards, it does little good to continue to spank the frontline employees...what power do they have to update interiors or add amenities? Contact someone who can make the changes you seek or simply move on....regardless, finish your whine already!....I think I remember you saying you make 400K plus a year.....that's more than most Americans will ever earn in a year and more than enough to rent a private jet.

 

[strikeforce]

I think I remember you saying you make 400K plus a year.....that's more than most Americans will ever earn in a year and more than enough to rent a private jet.

Now I get it......josh, e and others come on this forum to bash airline employees because they get terrible service on AA and they take out their frustrations on the front line employees instead of the executives that created the monsters.

Josh, e and others......please don't interfere in our fight against AA management regarding our pay. You are not party to our non-sense agruements....this is an airline forum not the AA customer complaint hotline. Take your complaints to the 6th floor at Centerpork.

 

[Bob Owens]

No matter how outrageous their demands and negotiating tactics your "brothers and sisters" at BA represented by UNITE do not allow their labor rift to distract them when customers are present. No "Got Union, Got Guts" buttons and lanyards, no gossip and reading in the galleys, and no crew resting in customer seats.

Sure the BA industrial action adversely affected BA's operations and upset many customers but they didn't shut BA down. Substantially all of the LGW and LCY operation came out unscathed, the entire LHR 777 operations, wet leased aircraft lined T5, and they also accommodated passengers on other carriers.

When BA reduced staffing on long haul aircraft, the union head mentioned that his primary concern was the deteriorating service standards for customers, who allow the Cabin Crew to fly. BA is highly unionized and provides good service. CX is highly unionized and also provides spectacular service. WN is heavily unionized and provides good service. Why can't AA management and APFA develop and foster such a relationship?

I haven't taken AA to LHR since May and last two trips were on BA. My only regret is not switching sooner. The tired 757s and 767s are a joke of an airplane and the interiors are in desperate need of replacement.

Josh

Did the BA workers take a25% pay cut eight years ago and have they been in negotiations for five years?

 

[IORFA]

.....while watching the "winners" in DFW lose BILLIONS and taking bonuses for their efforts? Gotta love the PUP, pays out in spades when the other airlines merge with each other. It is pretty easy to come in no worse than 8 out of ten if two airlines no longer exist and AA is then 8 of 8. Seems that the BOD isn't interested in changing the metric too much. I guess I should just keep telling myself it is all because of me and management shares no responsibility for this sinking ship. All the whiners and complainers on here act like AA is different than any other legacy airline. Virtually the same crappy service and grumpy employees at them all. We all have the good, the bad and the indifferent. It just seems that the "holy er than thou", self important adult babies frequent the AA forum the most. Good for them, thanks for coming along with us today!

 

[nbmcg01]

.....while watching the "winners" in DFW lose BILLIONS and taking bonuses for their efforts? Gotta love the PUP, pays out in spades when the other airlines merge with each other. It is pretty easy to come in no worse than 8 out of ten if two airlines no longer exist and AA is then 8 of 8. Seems that the BOD isn't interested in changing the metric too much. I guess I should just keep telling myself it is all because of me and management shares no responsibility for this sinking ship. All the whiners and complainers on here act like AA is different than any other legacy airline. Virtually the same crappy service and grumpy employees at them all. We all have the good, the bad and the indifferent. It just seems that the "holy er than thou", self important adult babies frequent the AA forum the most. Good for them, thanks for coming along with us today!

Josh, I am calling you out...I flat out do not believe that you fly AA on the routes you love to bash. I have NEVER experienced the lack of service you report on Intn' flights. Quite the opposite. Suggestion: Fly the Asian carriers west. Fly the European carriers east. Your off base observations about AA's international service are not founded in reality. You are the type of pax that made me LOVE domestic flying vs international. One can be provided excellent service without having someone fawn all over you. I am not saying you are going to have the "flight of your life" 100% of the time but you apparently have never had an enjoyable flight on AA. I also suggest you look in the mirror. If your service expectations are never met could it possibly be you?

 

[737823]

Its an advertisement put out by BA.
AA has plenty of commercials as well.

How come you didn't criticize management for producing those advertisements? AA spending money on aircraft, facilities, marketing, and other customer enhancements designed to attract revenue is one your pet peeves.

If there were white diamonds pouring forth from the the spigets in the AA first class lavs, Josh would still be disappointed because they weren't yellow... Josh, if the services you are receiving at American Airlines aren't to your standards, it does little good to continue to spank the frontline employees...what power do they have to update interiors or add amenities? Contact someone who can make the changes you seek or simply move on....regardless, finish your whine already!....I think I remember you saying you make 400K plus a year.....that's more than most Americans will ever earn in a year and more than enough to rent a private jet.

My compensation and airline choice is beside the point here. AA employees by and large do not subscribe to a service culture that BA, CX, SQ or even domestic carriers like B6, VX, and WN do. AA's in-flight product is uncompetitive as is but again that's an entirely different discussion.

Josh, I am calling you out...I flat out do not believe that you fly AA on the routes you love to bash. I have NEVER experienced the lack of service you report on Intn' flights. Quite the opposite. Suggestion: Fly the Asian carriers west. Fly the European carriers east. Your off base observations about AA's international service are not founded in reality. You are the type of pax that made me LOVE domestic flying vs international. One can be provided excellent service without having someone fawn all over you. I am not saying you are going to have the "flight of your life" 100% of the time but you apparently have never had an enjoyable flight on AA. I also suggest you look in the mirror. If your service expectations are never met could it possibly be you?

I'm glad you feel you are having better service but on many AA flights the FAs dump the meal trays and run for the galleys and a passenger better not disturb them in the middle of the flight. I've rang the call button asking for water on a 14 hour JFK-Narita flight in First Class only to be greeted with "we provide each customer with a bottle of water after the meal service". What kind of nonsense is that? Sure I was provided one tiny 'Niagra' 500mL bottle of water three hours ago on a 14 hour flight but seriously what is it for the FA to bring me more water? Perhaps you have different expectations or if you happen to fly as a non-rev you likely receive better treatment on-board than paying passengers. I'm not saying AA doesn't have any good FAs but the vast majority that staff international trips, particularly to Narita are senior, disgruntled, and indifferent.

I have never had a problem with FAs on BA or any number of other foreign carriers. As I said before, since AA has been flying 757s to Heathrow and now that the JBA is in effect I have been giving my business to BA and only regret not doing it sooner.

Josh

 

[frontline]

I think we have lost the art of service, especially since 9/11. It makes me sad to see the changes that have affected this industry during the course of my career. Even sadder is that I know that on most of those things there is no going back.

 

[eolesen]

Now I get it......josh, e and others come on this forum to bash airline employees because they get terrible service on AA and they take out their frustrations on the front line employees instead of the executives that created the monsters.

Josh, e and others......please don't interfere in our fight against AA management regarding our pay. You are not party to our non-sense agruements....this is an airline forum not the AA customer complaint hotline. Take your complaints to the 6th floor at Centerpork.

The owner of the forum greatly disagrees with you. This is not an employee's only discussion, and will never be, despite all efforts to alienate anyone not carrying an airline ID card.

You want us to butt out of your fight? Stop putting us in the middle, and just do your friggin' job. Quit pissing and moaning about slowing down the airline, or doing the bare minimum when it comes to customer contact jobs (eg complaining about the extra "work" involved with the turn-down service when you're already being paid to be locked inside the metal tube).

I only bash the people who can't be bothered to provide the level of service I've paid for. Smiling doesn't cost more than scowling, and there's nothing in your CBA which says you're entitled to read Cosmo or Men's Health in the galley instead of actually checking up to see if there's anything needed in the cabin.

It's a regular thing on AA and UA - one pass thru, and then the FA's ass is glued to a jump seat. I flew on LH yesterday within EU, and didn't see a piece of trash remain on a tray or armrest for more than ten minutes before it was picked up by someone circulating thru the cabin. And that was in coach.

Where AA is losing my interest and business isn't from the things it doesn't offer, it is in the delivery of the service. Management doesn't provision your attitude. You do. If I want mediocre service, I can fly on US for usually 20% less than on AA..

And yes, all those FA's who were on strike with BA over the last 18 months or so, managed to do so without trying to evoke sympathy (or ire) from their customers.

 

[Frank Szabo]

Now I get it......josh, e and others come on this forum to bash airline employees because they get terrible service on AA and they take out their frustrations on the front line employees instead of the executives that created the monsters.

Josh, e and others......please don't interfere in our fight against AA management regarding our pay. You are not party to our non-sense agruements....this is an airline forum not the AA customer complaint hotline. Take your complaints to the 6th floor at Centerpork.

I'll take issue with you on a couple of items ...

Eolesen is a former AA employee. He's "been there, done that" and even though he was a salaried sort and thinks we're all full of crap for our attitudes (exactly how I feel re: his positions more often than not) but he has a basis from which to speak.

The world traveler is an ex something or another retired from Delta. Airline yes. AA no.

Josh is another story. He's neither an employee of an airline nor knows anything about an airline other than buying a ticket. It wouldn't' surprise me to find he was a snot - nosed brat in need of supervision.

That's what the ignore function is for and exactly why the weasel is on mine. Make use of the function - if nobody talks to him, he might disappear.

 

[Hopeful]

I think we have lost the art of service, especially since 9/11. It makes me sad to see the changes that have affected this industry during the course of my career. Even sadder is that I know that on most of those things there is no going back.

First of all, you can thank the art of service beginning with deregulation. Airlines had to cut costs to survive and the easiest target was the airline employee. Over 3 decades since, the airlines are STILL not done screwing employees and YOU expect the ART OF SERVICE?
Are you for real? You sound just like AA management and some posters on this forum that we should expect to get screwed further, but, oh by the way, please don't let it affect your work ethic.

 

[Hopeful]

I think we have lost the art of service, especially since 9/11. It makes me sad to see the changes that have affected this industry during the course of my career. Even sadder is that I know that on most of those things there is no going back.

First of all, you can thank the art of service decline beginning with deregulation. Airlines had to cut costs to survive and the easiest target was the airline employee. Over 3 decades since, the airlines are STILL not done screwing employees and YOU expect the ART OF SERVICE?
Are you for real? You sound just like AA management and some posters on this forum that we should expect to get screwed further, but, oh by the way, please don't let it affect your work ethic.
AA is solely responsible for the poor service and poor performance of the airline. They have raped and demoralized us and made it clear we must give more.
Do you think bankruptcy is going to make things all nicey nice?

It is going to get worse!