American Airlines Introduces Flight Attendant Evaluation System: What You Need to Know

American Airlines and the Flight Attendant Evaluation System

Recently, American Airlines announced its plan to implement a flight attendant evaluation system, which has not been well-received by many within the industry. According to JonNYC, an aviation expert, this new system will combine customer feedback and operational data to assess the individual performance of flight attendants.

The evaluation will be based on several criteria, including:

• Customer experience, primarily derived from post-flight surveys and Net Promoter Score (NPS).
• Contributions to operations, which are not yet clearly defined.
• The number of delays caused by flight attendants.
• Compliance metrics and internal performance indicators.

Specific Evaluation Criteria

The specific metrics used in the evaluation system will include:

• Individual CSS score (30%)
• Customer complaints (25%)
• Flight attendant reports per flight (20%)
• Usage of the MyFlight app (15%)
• Pre-departure drink surveys (10%)

Major Changes in the U.S. Airline Industry

Historically, U.S. airlines have shied away from individual performance evaluations for flight attendants, relying instead on seniority and general assessments rather than data-driven rankings. The introduction of such a system by American Airlines marks a significant shift in the U.S. airline industry, as it will:

• Rank flight attendants against each other.
• Use passenger feedback as a primary basis for evaluation.
• Attempt to link operational reliability with individual performance.

However, similar systems have existed at some international airlines. At least in the initial phase, these scores seem to be informative rather than disciplinary, and it remains unclear how this will impact salaries, schedules, or discipline.

Challenges in Service Evaluation

Theoretically, increasing accountability seems like a good idea. However, in practice, it can lead to significant challenges, especially when the metrics are beyond each flight attendant's control. A malfunctioning seat or poor catering service can affect scores, even if a flight attendant performs well.

Delays during boarding are also not always within a flight attendant's control. This could render the evaluation system unfair, as the scores reflect the flight's overall performance rather than the individual flight attendant's efforts.

Flight Attendant Resistance

The rollout of this system is sure to face opposition. Many flight attendants at American Airlines have expressed dissatisfaction with how they are being evaluated. Heather Poole, a flight attendant with 30 years of experience at AA, pointed out that the airline does not provide adequate tools for attendants to perform their jobs, yet expects customers to assess their performance.

While there are valid points in her argument, it is essential for a flight attendant to maintain a polite and friendly demeanor while serving passengers. Although many attendants strive to provide the best service possible, a lack of trust between management and frontline staff could lead to more severe implications for service quality.

Conclusion

American Airlines is experimenting with a new approach to evaluating flight attendants, hoping to improve accountability and consistency in service. However, if the airline fails to clearly distinguish between individual performance and broader operational issues, it could create more stress than improvement.

An important takeaway for passengers is that a smooth flight does not solely depend on flight attendants but is influenced by many other factors. This new evaluation system may require adjustments to ensure fairness for all employees.

Article adapted and edited from source: Live and Let's Fly