American Airlines is trying to become more premium in order to improve its financial performance. I appreciate all the changes the airline is making, but as I see it, the carrier has one biggest problem — the massive inconsistency when it comes to service from frontline employees.
The problem isn’t the actual employees, but instead, it’s management. The company has provided no real consistent direction as to what kind of airline American wants to be, and as a result, employees just don’t understand the vision, and aren’t really invested in the company’s success, in the same way you’ll find at Delta and United. Many employees don’t understand that one reason that customers choose an airline is because of customer service.
Admittedly part of the Delta and United formula is just making a whole lot of absurd claims, like United CEO Scott Kirby saying that United is the best airline in the history of the world. But you know what? It’s probably a pretty smart strategy.
A great solo travel tip spotted this week on One Mile at a Time.
