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Leaked memo reveals American Airlines' plan to address flyers' biggest pain points
Key points
- According to a leaked memo, American Airlines plans to address customer service issues by cracking down on missing catering, untidy cabins, and uneven in-flight service starting June 9.
- In-airport leadership will use new mobile technology to address issues on the spot, and a specialized team will coach crew members on consistent service.
- The airline is responding to a series of challenges, including a January mid-air collision, which has impacted its stock and customer confidence.
A leaked memo from American Airlines CEO Robert Isom says the company is moving to fix some of its most pressing CS issues. The memo, which was widely reported by The Street and industry trades like View from the Wing, shows the carrier will crack down on missing catering, untidy cabins, and uneven in-flight service, starting June 9.
Tech in the terminals: In-airport leadership is expected to leave their desks for the terminals and use new mobile tech to address issues on the spot. The company is also forming a specialized team to coach crew members on consistent service and keep flights fully stocked, according to reports.
Overcoming tragedy: The airline is reacting to a series of strains, including a January mid-air collision that killed 64 passengers and three Black Hawk crew members, which rattled travelers nationwide. Its stock has dropped around 27% since that crash, and surveys suggest many Americans remain uneasy about flying. At the same time, formidable rivals have sharpened their premium offerings, forcing American to reevaluate its focus on speedy departures and high costs.
On-time: CEO Isom says on-time flights make everything "from meals to seats seem better", but the real switch is acknowledging that reliability alone won’t cut it: customers expect a clean cabin, good meal, and help the moment something goes wrong.
