American Airlines Informative - Its not the AA employee in the uniform you should be angry with
As a former Agent for AA, I have heard it all from the flying public and I have to say, most of it is justified. However, the person you are screaming at is by design meant to act as a firewall for the people you really should blame. MANAGEMENT. The flying public needs to concentrate their anger for whatever happened to them where it belongs. Management. The rank and file agent, counter or reservation, In Flight personnel, Bag room person etc is a sitting duck by design. They are given training on situations that are made to save the company money and dump the wrath of the public on the employee all the while the Management Personnel just makes judgments on the employee while sitting at a safe distance away from and by design not contacting the customer. This is all written in a soon to be published book about AA from a rank and file, insider perspective. Things the public should know and that the Company doesn't want you to know. Those beautifully done commercials of a Dad holding his daughters hand as they board a gleaming Aircraft with Red White and Blue stripes is one giant manipulative gag reflex. The real problems are manufactured and governed by all levels of Management. Sadly, level 3 Managers, lowest of low. Make most of the decisions that make the public furious. Most of these "Managers" were promoted not for their intelligence nor for their skills. They have towed the line despite things which average people would either call down right stupid or even laughable. Everything is geared for goals by Management so they get their bonuses. The book has stories from many front line employees. Here is but one example...One agent who got no support from her supervisor for a bad call she was on, so, she took her break, called the 1-800 Res No. from the lunch room. Gave the agent the Record locator, Identified herself as the customer, and CANCELLED some very hard to get tickets to ASPEN during Spring break ! There was no way the agent could be traced to the cancellation. She had the Locator. The agent taking the call was just following the customers direction. Wow !..can you imagine that family when they get a confirmation of cancellation AND the re-banking of the miles to their account AND the fee for re-banking them !. Omigawd !...This was not an acceptable thing to do. It does show, however, the result of employees not being supported by the Supervisors or the Company. Being hung out to take the beating from the customers. Its all about being in Management. Even the lowest form of Management. Look for the inside info AA does not want you to know. The book is called "Somethings in the Air" ....until then. Keep them honest and keep complaining but go to the Management not the front line agents or in-flight crews. They are just the bait for you to feed on. Oh, and by the way. Managers sit around and laugh at some of the scenes that take place with the rank and file employee if not in tears then boiling mad. Is is any wonder that you get people at the counter or gate or on the phone that you find difficult to deal with ? ...God Bless them all.