Connect and get the inside scoop on Airline Companies

Welcome to Airline Pilot Forums - Connect and get the inside scoop on Airline Companies

If this is your first visit, be sure to check out the FAQ. Join our community today and start interacting with existing members. Registration is fast, simple and absolutely free.


User Tag List

Post Reply
 
Thread Tools Search this Thread
Old 09-24-2012, 06:13 PM   #1  
Gets Weekends Off
Thread Starter
 
32LTangoTen's Avatar
 
Joined APC: Apr 2010
Posts: 149
Default AA Exec Platinum's response to AA email

An AA executive platinum receives an email from AA customer service:
Quote:
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.
AA exec-Platinum's email back to Suzanne Rubin...
Quote:
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.
And now a comment by a industry buff but not a pilot.
Quote:
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!
thank you for your comments. I wish every passenger wrote Suzanne. On a side note, eagle pilots are voting. I hope they do what's best for the airline pilot industry and don't give into scare tactics.
32LTangoTen is offline  
Old 09-25-2012, 08:39 AM   #2  
Gets Weekends Off
 
JonnyKnoxville's Avatar
 
Joined APC: Sep 2009
Posts: 610
Default

Quote:
Originally Posted by 32LTangoTen View Post
An AA executive platinum receives an email from AA customer service:

AA exec-Platinum's email back to Suzanne Rubin...


And now a comment by a industry buff but not a pilot. thank you for your comments. I wish every passenger wrote Suzanne. On a side note, eagle pilots are voting. I hope they do what's best for the airline pilot industry and don't give into scare tactics.
I am an AAdvantage Gold Member and was looking to write her a letter as well. I wanted to send it directly to her email account but I can not find her company email address. Any ideas on where I should send this email to get the most impact for my effort?
JonnyKnoxville is offline  
Old 09-25-2012, 09:03 AM   #3  
Line Holder
 
Planewatcher's Avatar
 
Joined APC: Nov 2008
Posts: 51
Default

A little birdie from AA said "Items found during pre-flight that were not told to MX until block time."

Or

Crews refusing aircraft because of ANY MEL's on it.

AA customer service worded the email correctly.
Planewatcher is offline  
Old 09-25-2012, 12:37 PM   #4  
Gets Weekends Off
 
Mason32's Avatar
 
Joined APC: Jun 2008
Position: Reclined
Posts: 2,167
Default

Quote:
Originally Posted by Planewatcher View Post
A little birdie from AA said "Items found during pre-flight that were not told to MX until block time."

Or

Crews refusing aircraft because of ANY MEL's on it.

AA customer service worded the email correctly.
Just exactly when is it you think we do the preflight inspection?

What a management troll that post was.
Mason32 is offline  
Old 09-25-2012, 03:58 PM   #5  
Gets Weekends Off
Thread Starter
 
32LTangoTen's Avatar
 
Joined APC: Apr 2010
Posts: 149
Default

Quote:
Originally Posted by JonnyKnoxville View Post
I am an AAdvantage Gold Member and was looking to write her a letter as well. I wanted to send it directly to her email account but I can not find her company email address. Any ideas on where I should send this email to get the most impact for my effort?
Start with this [email protected]. Maybe write in the body of your email and ask to forward this email to Suzanne Rubin.

Try [email protected]
32LTangoTen is offline  
Old 09-25-2012, 04:01 PM   #6  
Gets Weekends Off
Thread Starter
 
32LTangoTen's Avatar
 
Joined APC: Apr 2010
Posts: 149
Default

Quote:
Originally Posted by Mason32 View Post
Just exactly when is it you think we do the preflight inspection?
Exactly!

Pilots' bags can't be placed and left on jet bridge before preflight walk around, that would be a violation of TSA rules. Their bags must be stored. It takes a few minutes to walk around the aircraft. Then walk back to the flight deck and notify the captain. Then call maintenance.
32LTangoTen is offline  
Old 09-25-2012, 08:03 PM   #7  
New Hire
 
Joined APC: Sep 2010
Posts: 6
Default

I'm not a pilot. I am an AA Gold/Platinum member that has been flying AA religiously since 1995. I flew to Atlanta last week and sat through one cancellation and three maintenance delays. I've never experienced this kind of delay on any one trip since my first flights in 1995. For the pilot union head to blame this on an aging fleet is a complete pile of sh*t.

I received the same email from Mrs Rubin. I have nothing to prove the case she makes, but I sure as hell know you can't blame this on an aging fleet. It's pretty funny these delays coincide with the voiding of AA's pilot contracts. But, hey, what do I know...I'm just the d*&khead buying $1,500 tickets to NY on American...so much for loyalty.
hunterjah is offline  
Old 09-25-2012, 08:48 PM   #8  
Gets Weekends Off
 
TXav8r13's Avatar
 
Joined APC: Apr 2007
Position: B737
Posts: 227
Default

Quote:
Originally Posted by hunterjah View Post
I'm not a pilot. I am an AA Gold/Platinum member that has been flying AA religiously since 1995. I flew to Atlanta last week and sat through one cancellation and three maintenance delays. I've never experienced this kind of delay on any one trip since my first flights in 1995. For the pilot union head to blame this on an aging fleet is a complete pile of sh*t.

I received the same email from Mrs Rubin. I have nothing to prove the case she makes, but I sure as hell know you can't blame this on an aging fleet. It's pretty funny these delays coincide with the voiding of AA's pilot contracts. But, hey, what do I know...I'm just the d*&khead buying $1,500 tickets to NY on American...so much for loyalty.
Popcorn ready. 3..2..1.. GO!
TXav8r13 is offline  
Old 09-25-2012, 09:33 PM   #9  
Custom User Title
 
AZFlyer's Avatar
 
Joined APC: Feb 2007
Posts: 1,968
Default

Don't let the facts get in the way of a good rant!
AZFlyer is offline  
Old 09-26-2012, 05:01 AM   #10  
No longer cares
 
tsquare's Avatar
 
Joined APC: Mar 2008
Position: 767er Captain
Posts: 12,109
Default

Amazing that someone who has the means to spend that kind of money would use that kind of language.
tsquare is offline  
 
 
 

 
Post Reply
 



Thread Tools Search this Thread
Search this Thread:

Advanced Search


Related Topics
Thread Thread Starter Forum Replies Last Post
Local357 EXCO response to the RPC(FAPA!!) SF340guy Union Talk 92 06-12-2011 06:30 PM
Northwest Airlines Announces Fourth Quarter Capacity Reductions in Response to Contin Rotorhead Major 16 06-19-2008 05:27 AM
PSA response to resume. shane123 Regional 29 04-01-2008 06:17 PM
UAL Response times from interview Climbto450 Major 64 03-21-2008 01:13 PM
Inquiry re "Fatigue Letter" of 10/10/07 w/ response HerkyBird Cargo 17 11-04-2007 02:08 PM


All times are GMT -8. The time now is 03:53 PM.