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American Airlines’ Problem: Management is Out of Touch With Customers
The most successful businesses try to understand their customers, figure out how to add more value, sometimes even before customers themselves know what they need. Executives work to understand a product, how it’s experienced by customers, even before it’s introduced to customers. That’s the very opposite of doing the least amount possible for customers. Doug Parker spoke with employees American Airlines ‘Crew News’ this past week, and he seemed to reveal which approach they take at American… (viewfromthewing.boardingarea.com) Más...Sort type: [Top] [Newest]
C' on guys, it is not the management of the Big 4 Airlines´ fault, it is the damn WASHINGTON FETID SWAMP that approved the mergers of several airlines that quite effectively killed competition. Business Administration 101.
this is nothing new..American management from the top down to local managers and supervisors was out of step with reality for years before the merger with us airways..a letter from a platinum or gold flyer was always of more worth than a letter from a person who may not have held the frequent flyer status,or had the ability to upgrade easily..i might add also,that management personnel,especailly those from headquarters.were always treated with kid gloves,and were not necessarily made aware of any issues from passengers,nor employees with regard to the flight experiences...
Again I suggest that ALL airline management travel in standard Coach on ALL flights.
Agreed. Every airline management team including mr Parker need to travel coach. Try flying in am for work and return same night on cattle class
I think where the article really errs is in the assumption that any of the current management has EVER been in touch with the customers. Not for the last 30 years they haven't been, which means no one who currently works in management ever was.
Let's face it too that the goal of management is, has been, and always will be, to make more money for the shareholders. The shareholders don't give a tinker's damn about the customers, they only care about their dividend checks, so the executives don't care either. They're too focused on things that increase profits, regardless of customer impact. Deregulation was an absolute boon to the airlines because it gave them free rein to explore a lot of new ways to increase profits but, as always, when profits increase it never benefits the pax.
Let's face it too that the goal of management is, has been, and always will be, to make more money for the shareholders. The shareholders don't give a tinker's damn about the customers, they only care about their dividend checks, so the executives don't care either. They're too focused on things that increase profits, regardless of customer impact. Deregulation was an absolute boon to the airlines because it gave them free rein to explore a lot of new ways to increase profits but, as always, when profits increase it never benefits the pax.
Issue in point is when Parker was asked about the deficiencies in the new 737MAX, his reply was "i haven't been on on yet"
my issue with AA is I don't think that THEY know what they want to be.
Do they want to be a first rate legacy carrier and upgrade service to attract the business customer or do they want to fight for Group 9 seats?
They say that they are committed to the business traveller but they way that they have configured their new 737MAX shows just the opposite
They also do VERY stupid things - i just bought a 1 way LGA-ORD ticket for $44.30!! What nonsense... i am sure that some pricing algorithm spit this out but what is the common sense behind this?