United Airlines has been warning flight attendants not to have their face in their phones. It’s bad for customer service, and ostensibly cabin crew are there to be paying attention to safety not Candy Crush.
I have seen no such warning memos from American. I have, however, heard flight attendants talk to each other about performing the minimum required service because of contract negotiations that are dragging on. Southwest flight attendants generally seem happy, despite their contract travails. However at American Airlines this seems common:
Can’t get no service in first class. She to busy on her phone whole flight! @AmericanAir pic.twitter.com/gqQtHyYUzX
— Todd Sutton (@tdoggsutton) February 6, 2024
When a flight attendant complained to former American Airlines CEO Doug Parker about colleagues who “don’t get [their] face out of your phone” he told the crewmember to “be a little empathetic.”
Six years ago American Airlines ran “Elevate Training” (Elevate the Everyday Experience) for front line employees. It lasted two days and the company selling it says it worked. We haven’t heard anything about recurring service training for employees since then.
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