Just to clarify, do you believe the culture at Delta and United is any different? Are you attempting to sandbag management by blaming AA’s weak profit performance on frontline employees?

If you’re asking why some pilots (me) don’t like the CA PA’s from the galley, I’ll give you my input. I’m originally SkyWest—plenty of times I’ve been in the back witnessing a forward galley PA with DL/UA/AA. I’ve had an opportunity to listen to a few from SWA when I fly back home to visit my parents. My experience with the majority of those PA’s has been really poor. I believe all of those CA’s meant well, but when everyone starts staring at you I believe instantly it’s human nature to turn the entire PA into a performance. I’ve noticed most of those galley PA’s have sounded braggy—egotistical—lame attempt at standup comedy forcing Pax to fake laugh, etc.

Just my opinion though. I think our CA’s should be doing more gate PA’s during delays (especially maintenance) and making welcome aboard PA’s not just informational. “We appreciate your business” isn’t announced enough IMHO.

 

Because for every “I want to thank you for your business and appreciate you flying with us” you get a pilot playing harmonica on the PA and a pilot going over their military sorties, referring to their “co-captain” who will be “aviating and navigating us tonight”.

Like mentioned above, a simple “appreciate your business and choosing AA” vs “sit back, relax, and…” ugh, you know the rest

 

Because it's a form of humiliation
Also, for the record a welcome aboard PA isn't required per the sop.
For all the people that show positive feedback I'm betting there is a double number of a silent majority that would just wish he/she would shut up. I know when I'm sitting in the back and I hear yet again another pa thanking everyone for the millionth time and repeating the same information over and over again about destination weather I get annoyed more than anything. You have to remember also it's not just you saying the same thing over and over. The flight attendant is yammering on usually saying the same exact thing plus the annoying credit card infomercial. Just let them take care of the PAs for everyone's sanity and keep it to things like delays and turbulence.

I disagree, that is the gate agents responsibility.

 

If there were ever a time for a CA to make a ‘non-routine’ announcement I would say it’s during a maintenance delay. The gate agents frankly don't have a clue what is going on - ever - so a quick ‘heads up’ announcement is a nice courtesy.

Honestly it would be the only time as a passenger that I would GAS about anything the CA has to say.

 

Ditto

Filler

 

I think at those places their pilots aren't humiliated for doing things like making galley PAs or thanking Concierge Keys. By the same token, AA management does nothing to encourage AA employees to provide good customer service. Nada. So the end result is predictable. Pilots shouldn't be forced to do that stuff, but also they shouldn't be shunned by other pilots if they choose to. There's a happy medium between servant leader and deaf-mute checked out.

And there's a difference between mission hacking and providing good customer service. Those two things are often talked about like they're the same thing at AA. They aren't. We're professionals and should be able to both relentlessly defend our authority and safety, while also treating the people in the back with courtesy and respect. When the operation sucks (which is often does), the people in the back deserve an explanation and an apology.

I agree fully.

Actually the FOM specifically says that welcome aboard PAs and Concierge Key recognition should be done whenever operationally feasible.

This has been repeatedly disproven. Customer satisfaction scores show that informational PAs (especially during delays) have a huge impact on satisfaction.

 

A very quick welcome aboard PA with estimated arrival time and requisite weather conditions is pretty standard; anything longer than 10 secs or so and people tune out IMO.

If things go south no one wants to hear "I'm sorry" they want to hear what the issue and (in simple terms), what is being done about it, and an update time or new updated arrival time so they can plan. Bonus points if they see lots of movement up front from us or maintenance.

Just IMO.

I don't have anything close to the Capt America swagger so thanking customers directly would absolutely go south and make the national news lol.

 

To me, the answer is all of the above. Especially including the ‘I’m sorry’.

My background prior to flying was in the hospitality industry, mostly on the luxury side of hospitality.

Study after study it was shown that owning a problem and apologizing for it went miles with a customer.
They really do want to hear someone apologize. No matter whose fault it is. They want to be heard and an apology is a big part of that.

The rest of what you said is absolutely true as well.

I honestly do not understand the people here who refuse to apologize for something… and I’ve flown with many. Blows my mind.

 

My rules for the PA’s;

Normal Ops, shorter is better

ATC/WX delays, do NOT apologize

MTC & Company related delays, absolutely apologize

Major company screwup, absolutely throw the company under the bus. Customers appreciate that a lot

 

I’ll add to this. DO NOT throw your colleagues under the bus.

I had a flight a while back where the CA overslept and caused a +45 delay. It was an early AM departure from a satellite base. Missed connections, the whole bit. We’re all human. It happens.

I made a PA after I knew what was going on. Told a white lie and said the original guy called in sick and we had a new guy coming in on his day off to get the flight out. Turned an angry mob into a grateful bunch and took a lot of stress off the cabin crew.

Sorry for the drift, but I think we are dunzo with 2025 classes after this week.