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American Airlines is in an endless war with its employees, to the point that they have learned to excuse themselves while Delta is granting salary increases to their employees. A tale of two airlines.
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American Airlines distributes apology instructions
This week, American Airlines executives gave instructions on how to better apologize to customers for their poor performance. Yes really. A reader sent me the exact verbiage last week and I wanted to let him marinate before publishing it (others did it afterwards.) Why? Because I could not decide if it was the airline that was making efforts for once, or rather, an example of the carrier that was more against its employees.
The instructions were long, so I want to summarize the essential:
"The excuses should always include:
• A detailed account of the situation
• Acknowledgment of the injury or damage caused as it shows that you are validating their feelings and that the client is beginning to feel that you understand the situation.
• It is important to take responsibility without excusing the situation because it is an apology and what they feel.
• Offer a form of restitution whenever possible
Although I do not disagree with the method, I do not agree with the message. "We know that we provide a substandard product to our customers, so it is your job to make a better apology."
For a moment pretending that the mechanics were wrong in their demands, the flight attendants too – by and large, the US management is absolutely right in the airline – does the approach have any sense to ask the frontline employees to come up with better excuses? Would it not be easier at this point to refrain from responding to employee requests?
Delta gives rise
Delta announced that they would give 4% increase to their employees this year and that profit sharing will be better than ever. Personally, I'm not surprised that Delta has fewer conflicts with their employee bases. They run a better airline that makes their employees more proud of the company, they have fewer complaints and no tense job negotiations drag on (literally) for years after the deadline.
I have already stated that the American unions may be unfair to them and that the arguments in favor of the absence of work at Delta are becoming clearer every day.
Monkey See, Monkey Do … Sometimes
American Airlines is happy to follow in Delta's footsteps in almost every other aspect. For their sins, United is not better. Delta passes to the qualifying dollars for employees, then American. Delta sets the activity levels, and American does almost the same. Delta begins investing in strategic partners with equity, then American. Basic economy, premium economy, the list is still long, but it is not a perfect copy.
Why is it so difficult for American Airlines to connect points that customers prefer a more efficient operation, that keeping employees happy makes them satisfied too?
Conclusion
I do not think I could buy a clue from Doug Parker and the company at the moment. The evidence is clear that the happiest employees (who are the result of a multitude of factors, including salary) are better employees and customers appreciate it. Money is not the only way to thank employees, but regardless of their love for their work, they will eventually work for money – this seems like an appropriate incentive. American should immediately resolve disputes and encourage employees. Then, at least, if they lost money in their air operations, it would be in a morally defensible position.
What do you think? Are the two airlines so different that it's impossible to make comparisons? Is the US approach to work correct?
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