American Airlines CEO Doug Parker said he is frustrated with the “unacceptable” way some passengers treat his employees. He said they are not coming up with solutions to end customer abuse, and he said their job is to do what they can to help, but that is not enough.
Have you ever had a customer say something to you that made you want to punch them in the face? Brought you to the brink of tears? Yes, we have too. What is it that we need to do to treat them better?
“I Don’t Have The Answer,” says American CEO, who is frustrated by abusive customers.
on July 26, 2023 by Gary Leff
The federal mask requirement, which he fought for, is creating the majority of today’s issues on flights, according to American Airlines’ CEO. Until September 13th, when the mask requirement ends, American will not serve alcohol in coach. He is, nevertheless, dissatisfied. He’s at a loss for what more to learn. As a result, the airline is attempting to ban the selling of alcohol to go at airports and to have more aggressive customers punished.
Parker said that they would do everything it takes to curb the rise of unruly passengers. Although it is still uncommon in comparison to the overall number of people transported, there are up to ‘5, 10’ occurrences each day. That’s why, according to remarks made to workers (which View From The Wing was able to examine), he said:
Planes will be diverted. We’ll do all we can to put an end to it. This is inexcusable. I finish all of this and still don’t have an answer, which is very irritating to me.
“We’re trying to work with airports where we can to look at alcohol and alcohol to go sales,” said Nate Gatten, American’s Senior Vice President, Global Government Affairs.
Parker has expressed his strong objection to the selling of alcoholic beverages to go at airports.
It’s very difficult to police because those are companies who have chosen that stance, and there’s no actual government requirement that says you can’t sell alcohol in an airport.
It’s completely crazy. You can’t carry liquids through security, but you can acquire some booze and take it with you, and where are you going in the world? You’re leaving and boarding an aircraft.
Austin International Airport is located in Austin, Texas.
American is also attempting to have more passengers punished for their poor conduct, which occurs not just inflight (when the tales go viral), but also at the airport. Gatten said that they are in contact with “attorneys general in regions to ensure that they are willing to pursue cases where we have proof.”
Gatten then praised an American Airlines employee who last week dismissed a passenger and told them to fly Spirit.
“I recommend that you try Spirit.” pic.twitter.com/VAibeYhjHz
J- (@MajorFactor2) (@MajorFactor2) (@MajorFactor2) (@MajorFactor 20th of July, 2023
Parker also mentioned that agency.
Last night, I talked with [the agent] because I admire him. He apologized for not being as professional as he has been in the past. He was excellent, in my opinion.
… Austin’s example should be followed by all of us. He did just what we want people to do. It is not always the case that the customer is correct. And if they aren’t, they won’t be flying American Airlines.
Parker also said that American is “one of only two airlines that has decided not to bring alcohol back on the aircraft until September 13th, when the mask requirement is scheduled to expire,” according to Parker. The problems aren’t entirely about masks, but the mask requirement is at the root of the majority of them.”
Of all, American Airlines serves booze in first class, and United and Delta don’t seem to have nearly as many viral disputes as American Airlines. Southwest has issued a caution about consuming your own booze.
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