By Catharine Hamm
American wants to cut about 13,000 jobs — including as many as 2,300 flight attendants and as many as 400 pilots. But don’t assume, as I did, that cutbacks in personnel mean cutbacks in schedule; that’s adding two and two and getting five, Mary Frances Fagan, an American representative, told me. If unions will make concessions on work rules, existing workers may be able to fill in the gaps left by laid-off workers, she said. Result: no schedule cutbacks.
Whether that’s best for American’s workers — and American’s customers — is unclear, but flight attendants will work hard to keep business struggles out of the cabin, said Laura Glading, president of the Assn. of Professional Flight Attendants, which represents the 17,000 flight attendants at American Airlines. “If American has done one thing right in the last 50 years, it’s that they have hired incredible people, proud people, who are resilient,” she said.
And they must be in these tough times for airlines, as fuel prices creep upward and consumers often choose their airline based on low fares rather than quality of service. When price and service intersect, it’s traveler nirvana, but with American, that hasn’t always been the case, some say. “American has not provided a stellar experience, so why would anyone pay extra for a ticket?” said Grant Cardone, an author and frequent flier who stars in “Turnaround King,” a National Geographic Channel reality show in which he advises businesses on how to make things work. It’s not just American, he added. “If I fly coach on some of the majors and you ask for a glass of water, you feel like you asked somebody to take your dog out at 35,000 feet.”
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