Managing the in-flight service for a major airline is a job I don’t envy. Between providing meals for passengers, training flight attendants, creating perfect seat design and other essential functions, this job is one of the most customer facing there is.
American has gone through a lot through its merger, both good and bad. One of the most talked about changes is in regards to first class meal service. Hector Adler, the Vice President of Flight Service for American, and the man responsible for those changes was recently found speaking to a group of folks at the International Institute of Learning on customer service and the role flight attendants play.
Several things I note about his short presentation that was recorded:
- He notes the importance about human interaction. American has been known for greeting customers by name on board in First Class, and Executive Platinum customers when seated in the rear. By his remarks here, I’m confident this tradition may continue, since it appears he values that one on one personal touch.
- He values recognition, which is important for inflight cabin crew to continue doing the job they are doing. I recognize my flight attendants by tweeting American @AmericanAir, so they can pass on the kudos to their supervisor.
- Acknowledgement is something American values, and they’re both acknowledging employees when they’ve done well, and in times that they’ve messed up. Further, they’re taking note of what other airlines have done in mergers and seeking not to repeat disasters this go around in their combination with US Airways.
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