How is the operation running?
09-22-2012 | 08:32 AM
#111
Gets Weekends Off
Joined: Jul 2007
Posts: 4,064
Likes: 37
From: 767 Captain
How are things under the bus?
I apologize if this has been posted. I don't have time to read through the entire thread.
I'm sure this surprises no one, but I just wanted to share the line of BS your customers are being fed. Straight out of the playbook.
Here's an excerpt from an email I received today as an AA exec-platinum. Email signed by:
Suzanne L. Rubin
President
AAdvantage Loyalty Program
At American, we always do our best to provide our customers with a smooth travel experience. You may have seen recent media reports about American's operational challenges or even experienced a service disruption yourself. Whatever the circumstance, I am truly sorry for any inconvenience to you. I also want to let you know what's going on and assure you that we stand ready to help.
Prior to recent issues, American has been running an extremely good operation, with reliability measures at their best levels in many years. The recent delays are due to the increase in maintenance write-ups by our pilots, many right at the time of departure. Our maintenance teams are responding appropriately to such reports, which may cause interruptions in our schedules. I know you will agree that nothing is more important than running a safe and reliable operation. Ensuring the safety of our customers is always our highest priority.
We are taking several immediate steps to improve our service during this period. We are proactively reducing the rest of our September and October schedule by approximately one to two percent. These schedule adjustments will enable us to provide our customers with more reliable service while minimizing impact to travel plans. Additionally, we are increasing staffing of maintenance, reservations and airport personnel to offer you more flexible travel options.
I'm sure this surprises no one, but I just wanted to share the line of BS your customers are being fed. Straight out of the playbook.
Here's an excerpt from an email I received today as an AA exec-platinum. Email signed by:
Suzanne L. Rubin
President
AAdvantage Loyalty Program
At American, we always do our best to provide our customers with a smooth travel experience. You may have seen recent media reports about American's operational challenges or even experienced a service disruption yourself. Whatever the circumstance, I am truly sorry for any inconvenience to you. I also want to let you know what's going on and assure you that we stand ready to help.
Prior to recent issues, American has been running an extremely good operation, with reliability measures at their best levels in many years. The recent delays are due to the increase in maintenance write-ups by our pilots, many right at the time of departure. Our maintenance teams are responding appropriately to such reports, which may cause interruptions in our schedules. I know you will agree that nothing is more important than running a safe and reliable operation. Ensuring the safety of our customers is always our highest priority.
We are taking several immediate steps to improve our service during this period. We are proactively reducing the rest of our September and October schedule by approximately one to two percent. These schedule adjustments will enable us to provide our customers with more reliable service while minimizing impact to travel plans. Additionally, we are increasing staffing of maintenance, reservations and airport personnel to offer you more flexible travel options.
09-22-2012 | 02:25 PM
#112
Gets Weekends Off
Joined: Sep 2011
Posts: 100
Likes: 0
FYI - for those interested, I have flown many many miles on numerous airlines, I am not a pilot, and I have always been interested in the aviation industry.
That being said, I received the same email from AA a couple of days ago, and instantly recognized the BS of putting it on an employee group that is critical for safety and operational excellence. So, I sent the following email to AA Advantage Customer Service:
I have been a significant business traveler for more than 20 years, and have nearly 4 million miles on American over the years. Similar on United, and Delta, and Northwest prior to their merger with Delta.
I hated traveling United for years because their employees were just fed up, leading up to and through their bankruptcy. Congratulations, you are now in that category.
As a Platinum for life member on Advantage program, I received the email from Suzanne L. Rubin, President for AAdvantage® Loyalty Program, and wish to share my perspective.
I also have years of dealing with mission critical professionals that are proud of their work. I am dismayed by the treatment AA has given their Flight Attendents, Mechanics, and frontline CS personnel, but especially Pilots, leading up to and in this Bankruptcy.
Do not believe you can send an email and have all your customers believe that the recent operational problem stems from "maintenance write-ups by our pilots, many right at the time of departure. Our maintenance teams are responding appropriately to such reports, which may cause interruptions in our schedules". Many of us know better, and I certainly hope that AA does not believe that! The root cause is the treatment AA has given it's Pilots, and other critical employees, for years, but especially during this bankruptcy.
Fair treatment and honest negotiating goes a long way to happy satisfied employees - the only way to have happy and satisfied customers.
So, for what it is worth, there are customers flying with you that both recognize and support your importance to AA and to successful business travel. Keep up the efforts to fight against a system that is stacked against you, but that CAN NOT succeed without you. Stay united!
That being said, I received the same email from AA a couple of days ago, and instantly recognized the BS of putting it on an employee group that is critical for safety and operational excellence. So, I sent the following email to AA Advantage Customer Service:
I have been a significant business traveler for more than 20 years, and have nearly 4 million miles on American over the years. Similar on United, and Delta, and Northwest prior to their merger with Delta.
I hated traveling United for years because their employees were just fed up, leading up to and through their bankruptcy. Congratulations, you are now in that category.
As a Platinum for life member on Advantage program, I received the email from Suzanne L. Rubin, President for AAdvantage® Loyalty Program, and wish to share my perspective.
I also have years of dealing with mission critical professionals that are proud of their work. I am dismayed by the treatment AA has given their Flight Attendents, Mechanics, and frontline CS personnel, but especially Pilots, leading up to and in this Bankruptcy.
Do not believe you can send an email and have all your customers believe that the recent operational problem stems from "maintenance write-ups by our pilots, many right at the time of departure. Our maintenance teams are responding appropriately to such reports, which may cause interruptions in our schedules". Many of us know better, and I certainly hope that AA does not believe that! The root cause is the treatment AA has given it's Pilots, and other critical employees, for years, but especially during this bankruptcy.
Fair treatment and honest negotiating goes a long way to happy satisfied employees - the only way to have happy and satisfied customers.
So, for what it is worth, there are customers flying with you that both recognize and support your importance to AA and to successful business travel. Keep up the efforts to fight against a system that is stacked against you, but that CAN NOT succeed without you. Stay united!
09-22-2012 | 03:09 PM
#114
Gets Weekends Off
Joined: Jun 2010
Posts: 1,792
Likes: 0
From: Doing what you do, for less.
FYI - for those interested, I have flown many many miles on numerous airlines, I am not a pilot, and I have always been interested in the aviation industry.
That being said, I received the same email from AA a couple of days ago, and instantly recognized the BS of putting it on an employee group that is critical for safety and operational excellence. So, I sent the following email to AA Advantage Customer Service:
I have been a significant business traveler for more than 20 years, and have nearly 4 million miles on American over the years. Similar on United, and Delta, and Northwest prior to their merger with Delta.
I hated traveling United for years because their employees were just fed up, leading up to and through their bankruptcy. Congratulations, you are now in that category.
As a Platinum for life member on Advantage program, I received the email from Suzanne L. Rubin, President for AAdvantage® Loyalty Program, and wish to share my perspective.
I also have years of dealing with mission critical professionals that are proud of their work. I am dismayed by the treatment AA has given their Flight Attendents, Mechanics, and frontline CS personnel, but especially Pilots, leading up to and in this Bankruptcy.
Do not believe you can send an email and have all your customers believe that the recent operational problem stems from "maintenance write-ups by our pilots, many right at the time of departure. Our maintenance teams are responding appropriately to such reports, which may cause interruptions in our schedules". Many of us know better, and I certainly hope that AA does not believe that! The root cause is the treatment AA has given it's Pilots, and other critical employees, for years, but especially during this bankruptcy.
Fair treatment and honest negotiating goes a long way to happy satisfied employees - the only way to have happy and satisfied customers.
So, for what it is worth, there are customers flying with you that both recognize and support your importance to AA and to successful business travel. Keep up the efforts to fight against a system that is stacked against you, but that CAN NOT succeed without you. Stay united!
That being said, I received the same email from AA a couple of days ago, and instantly recognized the BS of putting it on an employee group that is critical for safety and operational excellence. So, I sent the following email to AA Advantage Customer Service:
I have been a significant business traveler for more than 20 years, and have nearly 4 million miles on American over the years. Similar on United, and Delta, and Northwest prior to their merger with Delta.
I hated traveling United for years because their employees were just fed up, leading up to and through their bankruptcy. Congratulations, you are now in that category.
As a Platinum for life member on Advantage program, I received the email from Suzanne L. Rubin, President for AAdvantage® Loyalty Program, and wish to share my perspective.
I also have years of dealing with mission critical professionals that are proud of their work. I am dismayed by the treatment AA has given their Flight Attendents, Mechanics, and frontline CS personnel, but especially Pilots, leading up to and in this Bankruptcy.
Do not believe you can send an email and have all your customers believe that the recent operational problem stems from "maintenance write-ups by our pilots, many right at the time of departure. Our maintenance teams are responding appropriately to such reports, which may cause interruptions in our schedules". Many of us know better, and I certainly hope that AA does not believe that! The root cause is the treatment AA has given it's Pilots, and other critical employees, for years, but especially during this bankruptcy.
Fair treatment and honest negotiating goes a long way to happy satisfied employees - the only way to have happy and satisfied customers.
So, for what it is worth, there are customers flying with you that both recognize and support your importance to AA and to successful business travel. Keep up the efforts to fight against a system that is stacked against you, but that CAN NOT succeed without you. Stay united!
09-22-2012 | 03:11 PM
#115
Gets Weekends Off
Joined: Jun 2010
Posts: 7,573
Likes: 283
From: DOWNGRADE COMPLETE: Thanks Gary. Thanks SWAPA.
FYI - for those interested, I have flown many many miles on numerous airlines, I am not a pilot, and I have always been interested in the aviation industry.
That being said, I received the same email from AA a couple of days ago, and instantly recognized the BS of putting it on an employee group that is critical for safety and operational excellence. So, I sent the following email to AA Advantage Customer Service:
I have been a significant business traveler for more than 20 years, and have nearly 4 million miles on American over the years. Similar on United, and Delta, and Northwest prior to their merger with Delta.
I hated traveling United for years because their employees were just fed up, leading up to and through their bankruptcy. Congratulations, you are now in that category.
As a Platinum for life member on Advantage program, I received the email from Suzanne L. Rubin, President for AAdvantage® Loyalty Program, and wish to share my perspective.
I also have years of dealing with mission critical professionals that are proud of their work. I am dismayed by the treatment AA has given their Flight Attendents, Mechanics, and frontline CS personnel, but especially Pilots, leading up to and in this Bankruptcy.
Do not believe you can send an email and have all your customers believe that the recent operational problem stems from "maintenance write-ups by our pilots, many right at the time of departure. Our maintenance teams are responding appropriately to such reports, which may cause interruptions in our schedules". Many of us know better, and I certainly hope that AA does not believe that! The root cause is the treatment AA has given it's Pilots, and other critical employees, for years, but especially during this bankruptcy.
Fair treatment and honest negotiating goes a long way to happy satisfied employees - the only way to have happy and satisfied customers.
So, for what it is worth, there are customers flying with you that both recognize and support your importance to AA and to successful business travel. Keep up the efforts to fight against a system that is stacked against you, but that CAN NOT succeed without you. Stay united!
That being said, I received the same email from AA a couple of days ago, and instantly recognized the BS of putting it on an employee group that is critical for safety and operational excellence. So, I sent the following email to AA Advantage Customer Service:
I have been a significant business traveler for more than 20 years, and have nearly 4 million miles on American over the years. Similar on United, and Delta, and Northwest prior to their merger with Delta.
I hated traveling United for years because their employees were just fed up, leading up to and through their bankruptcy. Congratulations, you are now in that category.
As a Platinum for life member on Advantage program, I received the email from Suzanne L. Rubin, President for AAdvantage® Loyalty Program, and wish to share my perspective.
I also have years of dealing with mission critical professionals that are proud of their work. I am dismayed by the treatment AA has given their Flight Attendents, Mechanics, and frontline CS personnel, but especially Pilots, leading up to and in this Bankruptcy.
Do not believe you can send an email and have all your customers believe that the recent operational problem stems from "maintenance write-ups by our pilots, many right at the time of departure. Our maintenance teams are responding appropriately to such reports, which may cause interruptions in our schedules". Many of us know better, and I certainly hope that AA does not believe that! The root cause is the treatment AA has given it's Pilots, and other critical employees, for years, but especially during this bankruptcy.
Fair treatment and honest negotiating goes a long way to happy satisfied employees - the only way to have happy and satisfied customers.
So, for what it is worth, there are customers flying with you that both recognize and support your importance to AA and to successful business travel. Keep up the efforts to fight against a system that is stacked against you, but that CAN NOT succeed without you. Stay united!
09-22-2012 | 06:34 PM
#116
Widebody
Joined: Apr 2010
Posts: 777
Likes: 0
From: 777 CAP
FYI - for those interested, I have flown many many miles on numerous airlines, I am not a pilot, and I have always been interested in the aviation industry.
That being said, I received the same email from AA a couple of days ago, and instantly recognized the BS of putting it on an employee group that is critical for safety and operational excellence. So, I sent the following email to AA Advantage Customer Service:
I have been a significant business traveler for more than 20 years, and have nearly 4 million miles on American over the years. Similar on United, and Delta, and Northwest prior to their merger with Delta.
I hated traveling United for years because their employees were just fed up, leading up to and through their bankruptcy. Congratulations, you are now in that category.
As a Platinum for life member on Advantage program, I received the email from Suzanne L. Rubin, President for AAdvantage® Loyalty Program, and wish to share my perspective.
I also have years of dealing with mission critical professionals that are proud of their work. I am dismayed by the treatment AA has given their Flight Attendents, Mechanics, and frontline CS personnel, but especially Pilots, leading up to and in this Bankruptcy.
Do not believe you can send an email and have all your customers believe that the recent operational problem stems from "maintenance write-ups by our pilots, many right at the time of departure. Our maintenance teams are responding appropriately to such reports, which may cause interruptions in our schedules". Many of us know better, and I certainly hope that AA does not believe that! The root cause is the treatment AA has given it's Pilots, and other critical employees, for years, but especially during this bankruptcy.
Fair treatment and honest negotiating goes a long way to happy satisfied employees - the only way to have happy and satisfied customers.
So, for what it is worth, there are customers flying with you that both recognize and support your importance to AA and to successful business travel. Keep up the efforts to fight against a system that is stacked against you, but that CAN NOT succeed without you. Stay united!
That being said, I received the same email from AA a couple of days ago, and instantly recognized the BS of putting it on an employee group that is critical for safety and operational excellence. So, I sent the following email to AA Advantage Customer Service:
I have been a significant business traveler for more than 20 years, and have nearly 4 million miles on American over the years. Similar on United, and Delta, and Northwest prior to their merger with Delta.
I hated traveling United for years because their employees were just fed up, leading up to and through their bankruptcy. Congratulations, you are now in that category.
As a Platinum for life member on Advantage program, I received the email from Suzanne L. Rubin, President for AAdvantage® Loyalty Program, and wish to share my perspective.
I also have years of dealing with mission critical professionals that are proud of their work. I am dismayed by the treatment AA has given their Flight Attendents, Mechanics, and frontline CS personnel, but especially Pilots, leading up to and in this Bankruptcy.
Do not believe you can send an email and have all your customers believe that the recent operational problem stems from "maintenance write-ups by our pilots, many right at the time of departure. Our maintenance teams are responding appropriately to such reports, which may cause interruptions in our schedules". Many of us know better, and I certainly hope that AA does not believe that! The root cause is the treatment AA has given it's Pilots, and other critical employees, for years, but especially during this bankruptcy.
Fair treatment and honest negotiating goes a long way to happy satisfied employees - the only way to have happy and satisfied customers.
So, for what it is worth, there are customers flying with you that both recognize and support your importance to AA and to successful business travel. Keep up the efforts to fight against a system that is stacked against you, but that CAN NOT succeed without you. Stay united!
09-23-2012 | 02:33 AM
#117
Bracing for Fallacies
Joined: Jul 2007
Posts: 3,543
Likes: 0
From: In favor of good things, not in favor of bad things
FYI - for those interested, I have flown many many miles on numerous airlines, I am not a pilot, and I have always been interested in the aviation industry.
That being said, I received the same email from AA a couple of days ago, and instantly recognized the BS of putting it on an employee group that is critical for safety and operational excellence. So, I sent the following email to AA Advantage Customer Service:
I have been a significant business traveler for more than 20 years, and have nearly 4 million miles on American over the years. Similar on United, and Delta, and Northwest prior to their merger with Delta.
I hated traveling United for years because their employees were just fed up, leading up to and through their bankruptcy. Congratulations, you are now in that category.
As a Platinum for life member on Advantage program, I received the email from Suzanne L. Rubin, President for AAdvantage® Loyalty Program, and wish to share my perspective.
I also have years of dealing with mission critical professionals that are proud of their work. I am dismayed by the treatment AA has given their Flight Attendents, Mechanics, and frontline CS personnel, but especially Pilots, leading up to and in this Bankruptcy.
Do not believe you can send an email and have all your customers believe that the recent operational problem stems from "maintenance write-ups by our pilots, many right at the time of departure. Our maintenance teams are responding appropriately to such reports, which may cause interruptions in our schedules". Many of us know better, and I certainly hope that AA does not believe that! The root cause is the treatment AA has given it's Pilots, and other critical employees, for years, but especially during this bankruptcy.
Fair treatment and honest negotiating goes a long way to happy satisfied employees - the only way to have happy and satisfied customers.
So, for what it is worth, there are customers flying with you that both recognize and support your importance to AA and to successful business travel. Keep up the efforts to fight against a system that is stacked against you, but that CAN NOT succeed without you. Stay united!
That being said, I received the same email from AA a couple of days ago, and instantly recognized the BS of putting it on an employee group that is critical for safety and operational excellence. So, I sent the following email to AA Advantage Customer Service:
I have been a significant business traveler for more than 20 years, and have nearly 4 million miles on American over the years. Similar on United, and Delta, and Northwest prior to their merger with Delta.
I hated traveling United for years because their employees were just fed up, leading up to and through their bankruptcy. Congratulations, you are now in that category.
As a Platinum for life member on Advantage program, I received the email from Suzanne L. Rubin, President for AAdvantage® Loyalty Program, and wish to share my perspective.
I also have years of dealing with mission critical professionals that are proud of their work. I am dismayed by the treatment AA has given their Flight Attendents, Mechanics, and frontline CS personnel, but especially Pilots, leading up to and in this Bankruptcy.
Do not believe you can send an email and have all your customers believe that the recent operational problem stems from "maintenance write-ups by our pilots, many right at the time of departure. Our maintenance teams are responding appropriately to such reports, which may cause interruptions in our schedules". Many of us know better, and I certainly hope that AA does not believe that! The root cause is the treatment AA has given it's Pilots, and other critical employees, for years, but especially during this bankruptcy.
Fair treatment and honest negotiating goes a long way to happy satisfied employees - the only way to have happy and satisfied customers.
So, for what it is worth, there are customers flying with you that both recognize and support your importance to AA and to successful business travel. Keep up the efforts to fight against a system that is stacked against you, but that CAN NOT succeed without you. Stay united!
. What makes you visit the forums, by the way?
09-23-2012 | 05:12 AM
#118
Gets Weekends Off
Joined: Jul 2012
Posts: 737
Likes: 0
Scene: Yesterday, Liberia, Costa Rica, late afternoon... AA 737-800. We picked our way through some growling thunderstorms that had the field more or less surrounded, but with a decent patch of clear air over the airport. We land. Turn the jet. Board the people.
"Uh, Joe, we need to get the hell out of here fast, that big storm to the SE is going to pound this airport."
We tried, didn't make it. By the time we disconnected the tow bar, it's 1/4 mile vis driving rain and lightning. Oddly, not too many gusts, but we aren't going anywhere.
So we sit. Make the standard PA/ "Look out the window... it's raining crocodiles and snakes, Zeus is really angry. We're going to have to wait this one out."
We do. 40 minutes later, we depart. After landing, more than one passenger gives us this incredibly ****y look. Our FA's explain - half the passengers thought you guys were playing some game and simply delaying the flight.
"Did they look out the window? People die flying in stuff like that."
"They did, but since they lived in Liberia, they thought they knew when it was safe to go, and said that it was."
There it is, folks, it's a no-win scenario. After having their minds poisoned by AMR's media blitz, even when we are doing our jobs perfectly, we will get the blame for everything. Even the WX. Thanks, Horton.
"Uh, Joe, we need to get the hell out of here fast, that big storm to the SE is going to pound this airport."
We tried, didn't make it. By the time we disconnected the tow bar, it's 1/4 mile vis driving rain and lightning. Oddly, not too many gusts, but we aren't going anywhere.
So we sit. Make the standard PA/ "Look out the window... it's raining crocodiles and snakes, Zeus is really angry. We're going to have to wait this one out."
We do. 40 minutes later, we depart. After landing, more than one passenger gives us this incredibly ****y look. Our FA's explain - half the passengers thought you guys were playing some game and simply delaying the flight.
"Did they look out the window? People die flying in stuff like that."
"They did, but since they lived in Liberia, they thought they knew when it was safe to go, and said that it was."
There it is, folks, it's a no-win scenario. After having their minds poisoned by AMR's media blitz, even when we are doing our jobs perfectly, we will get the blame for everything. Even the WX. Thanks, Horton.
09-23-2012 | 08:31 AM
#119
Gets Weekends Off
Joined: Aug 2010
Posts: 344
Likes: 0
From: 747 CA
AA reply
My response to AA;
Dear Mrs. Rubin,
I have been a long time customer of American Airlines, and I try to fly American whenever possible.
I am shocked that you are blaming your pilots for your failure to maintain your aircraft to safe mechanical standards.
It is a shame that management has failed to properly run a great airline. I hope that you make it for the sake of the thousands of employees who depend on their jobs for survival.
Respectfully,
M. S.
Dear Mrs. Rubin,
I have been a long time customer of American Airlines, and I try to fly American whenever possible.
I am shocked that you are blaming your pilots for your failure to maintain your aircraft to safe mechanical standards.
It is a shame that management has failed to properly run a great airline. I hope that you make it for the sake of the thousands of employees who depend on their jobs for survival.
Respectfully,
M. S.
09-24-2012 | 08:14 AM
#120
Gets Weekends Off
Joined: Sep 2011
Posts: 100
Likes: 0
Since I have flown so much for business for so many years, I also want to know what is going on in the industry - several years ago I was googling some "lingo" and that brought me to this forum, so I have watched and listened here for the last year or so, and will continue to do so.
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