In a leaked memo, an influential labor leader at American Airlines criticized management for AA's onboard products. This has caused a stir within the world's largest airline.Union Leader Had It with American Airlines: InfightingDelta Air Lines is a premium U.S. airline. United Airlines revealed plans to offer a premium product last week. It will retrofit all of its mainline single-aisle aircraft with new lighting, overhead bins larger, faster wi-fi, power outlets, and screens at each seat.John Nikides (the Los Angeles Base President of Association of Professional Flight Attendants) sent this subtext to management (CEO Doug Parker, President Robert Isom).Gentlemen, I'll be truthful. This company has been a nightmare for me. It is clear to me that the upper management has effectively destroyed this brand after months of flying on broken planes and offering a sub-par product. You have not only destroyed the brand, but you are still tone deaf and refuse to listen to those at the front who truly want to see this airline succeed in its quest to be a rival to United and Delta. Crew News last month featured a case in point where a flight attendant inquired about United's plans to offer seatback IFE on all aircraft. The woman, who spoke in a British accent and was supposedly involved in the decision-making process regarding on-board entertainment, gave one of the most disengaged answers I have ever seen from management. She stated that management enjoys streaming the content and then left it at that. Real managers would add, but we are always looking at other options. Instead, her insulting response shut down all discussion. This is indicative of our intransigent, uninterested and tone-deaf management. It's no wonder that our product is so low-end. This company has made me more ashamed than ever to work for it.In a sense, my initial reaction to this note was "Don't let the door hit the ground where the good Lord has broken you."You can't go to war with an Army that you don't have.There is a certain amount of truth to that statement. Flight attendants have to work with the tools they are given. Complaining about a decision by management to stream IFE rather than use seatback TVs in such harsh terms seems counterproductive. So does complaining about a British accent. This creates an even more toxic environment on AA.You can't help but admire the tenacity in addressing a worrying trend of AA management not being responsive to employee and customer demands, and even seeming to wiggle on a strategic vision to the airline emerging out of the pandemic. How will AA compete with the new world?It seems that the answer to the question will remain the same. A spokesperson for AA told View From The Wing that the note was being addressed.Customers have been extremely positive about our high-speed Wi Fi and inflight entertainment options. Our customers use their own devices to bring along with them. They also have free access to our 600+ titles of TV and movies. American is the only U.S. carrier to have more aircraft with high-speed Wi-Fi and will have power at all seats this fall. Customers can stream content from their devices, which allows them to offer new and varied content that is frequently updated.Yes, all of us have smart phones these day. It isn't very useful to not be able to watch a movie due to lack of power plugs. Hopefully, that will change. I'm also unsure why American Airlines would ban seatback screens from updating their content frequently with new, varied and innovative content.CONCLUSIONAmerican Airlines is in a very difficult position and this harsh note highlights that fact. As AA recovers from the pandemic, they must have a vision and defend it. There are commercial reasons for United and Delta not to install seatback screens. Engaging with employees rather than snippy responses is the key to rallying flight attendants, pilots, and other personnel to support the airline. This will result in better service onboard. Leadership is key.
