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American Airlines CEO says passengers want on-time performance over customer service
American Airlines’ CEO Doug Parker has made it clear to employees that they should aim to always to have flights depart on time, even at the expense of good customer service. (www.gatechecked.com) المزيد...Sort type: [Top] [Newest]
We have the saying "If you want to know how really unimportant you are, fly American Airlines - they will let you know." That is at the Platinum Pro level!
I did 28 years military time & got spoiled flying on AF transports. Grant you the seating sucked, but if they told us we were taking off at 0745 I can tell you we were on the runway & throttles were coming up at 0745. Really rare to not take off on time. Oh yes we did inflight refueling of F-16's while going & 2 hours & 50 minutes from Tucson to Panama City Fla. Unreal all the cities we get to visit any more. Left Tucson & flew to Detroit, then on to Atlanta & eventually to Panama City on a civilian jet. Flew all darn day. My time as a civilian isn't worth anything?
I think his poll was taken in New York City. In the south we want service with a smile dammit.
Thankfully, I haven't seen any decrease in customer service at AA. If anything, it has improved. The last few times I've flown, including both short- and long-haul flights, the AA employees have been very friendly and helpful. Almost every flight has left within 5 minutes of its scheduled departure time, the exception being an aircraft that had to be checked over after a bird struck the windscreen during landing. That was taken care of in less than an hour and we were kept informed throughout the inspection and authorization stages. In fact, I can't recall the last time I encountered an unhelpful AA employee. The boss may not know how to combine good service and timely departures, but thankfully his employees do.
Can't remember if it was Herb first or Colleen echoing the sentiment that Southwest was a 'customer service company who just happened to fly planes'. Customer service and timely performance aren't mutually exclusive. If enacted properly, they compliment one another.
Passengers are not packages... He should gp work for Fedex or USPS instead.