Which airlines have the rudest workers?

Jan 2, 2013 | Posted by: roboblogger | Full story: Business Journal

American Airlines has the rudest personnel , followed by United Airlines and Delta Air Lines Inc., according to a survey of more than 1,000 travelers, the Los Angeles Times reports.

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Flyer

Arlington, TX

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#1
Jan 2, 2013
 

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AA frequent flyers must have been really under represented in the poll or AA would have won this survey by more than double. Biggest problem AA has: it's employees and their lack of understanding on how to provide customer service, let alone world class customer service.
Lou

Palm Desert, CA

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Jan 2, 2013
 

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Do people complain about their local grocery store and hardware employees, or WalMart or Target ?
Not really, but for some unknown reason people,
seem to hold airline employees at a high standard and want "bus" fare rates.
Get a life and relax when traveling.

Since: May 08

Santee CA

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#3
Jan 2, 2013
 

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Flyer wrote:
AA frequent flyers must have been really under represented in the poll or AA would have won this survey by more than double. Biggest problem AA has: it's employees and their lack of understanding on how to provide customer service, let alone world class customer service.
AA has crafted that attitude. Untrustworthy top managers. Micro managing middle managers and poor communication. You are told to do something you disagree with. You ask for an explanation so you understand and are told to just do it. The reason is some clueless person sold an idea at the top and it was filtered down without explanation. Now the angry front line employee is expected to smile at group of 6 who all wants to sit together in aisle seats. Granted a directive should be followed without explaining why. But if you have a happy employee because you took the time to clarify something it's win-win. AA will not change soon. It took years to get this many people unhappy, it will tkae longer to fix it.
Global flyer

San Diego, CA

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#4
Jan 2, 2013
 

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To Lou: I get much friendlier and better service at my local Vons and Ralphs than any US airline. They ask if I need help with my bags to my car, wish me a good day, give me coupons I have missed in their fliers for products I bought.
At Hardware stores like Home Depot, their experts can locate things I am looking for as well as provide alternate solutions that might work better. So why should I expect less from airline employees? As a customer, I vote with my $$$ and for the time being US based carriers is still last in terms of preference sue to staff attitudes.(Domestically I actually like SWA's staff)
So I will still avoid US airlines for overseas travel at all cost until the service is on par with foreign airlines like Korean Air, Asiana, Cathay, British Airways, or Lufthansa.
Flyer

Arlington, TX

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Jan 2, 2013
 

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Prost wrote:
<quoted text>AA has crafted that attitude. Untrustworthy top managers. Micro managing middle managers and poor communication. You are told to do something you disagree with. You ask for an explanation so you understand and are told to just do it. The reason is some clueless person sold an idea at the top and it was filtered down without explanation. Now the angry front line employee is expected to smile at group of 6 who all wants to sit together in aisle seats. Granted a directive should be followed without explaining why. But if you have a happy employee because you took the time to clarify something it's win-win. AA will not change soon. It took years to get this many people unhappy, it will tkae longer to fix it.
Absolutely wrong. Upper Management at AA is responsive and understanding, the problem is getting to them. Front line employees, especially Flight Attendants are just terrible and most Supervisors are simply worthless. This one is not on the Executives, it falls directly on the Unions!!!

Since: May 08

Santee CA

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#7
Jan 2, 2013
 

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Flyer wrote:
<quoted text>
Absolutely wrong. Upper Management at AA is responsive and understanding, the problem is getting to them. Front line employees, especially Flight Attendants are just terrible and most Supervisors are simply worthless. This one is not on the Executives, it falls directly on the Unions!!!
Not to debate your point, but my resume' includes 26 years spent in small, medium stations and hubs... I have dealt with all levels of management as a shop steward. Mr Crandall was the best. He never forgot a face... He was a tough prick, bur OUR prick. 6 months ago or so Tom Horton was in San Diego for a Qualcomm board meeting. He actually stopped down to see the lowly ramp people. When we asked him why he was doing certain things he made it a point to tell us 100 people would love to have our jobs. I had the self restraint to not tell him one (Doug Parker) wanted his. He did not act professional or executive in my opinion. If you would like me to tell you more things I'm available. My opinion isn't me pulling things out of thin air.. It is life experience. I agree the unions aren't blameless, but they are not the demise of AA
Flyer

Arlington, TX

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#8
Jan 3, 2013
 

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Prost wrote:
<quoted text>Not to debate your point, but my resume' includes 26 years spent in small, medium stations and hubs... I have dealt with all levels of management as a shop steward. Mr Crandall was the best. He never forgot a face... He was a tough prick, bur OUR prick. 6 months ago or so Tom Horton was in San Diego for a Qualcomm board meeting. He actually stopped down to see the lowly ramp people. When we asked him why he was doing certain things he made it a point to tell us 100 people would love to have our jobs. I had the self restraint to not tell him one (Doug Parker) wanted his. He did not act professional or executive in my opinion. If you would like me to tell you more things I'm available. My opinion isn't me pulling things out of thin air.. It is life experience. I agree the unions aren't blameless, but they are not the demise of AA
We are not talking about who is responsible for the demise, we are talking about which airline has the rudest employees and the results are in, AA employees are the rudest! Management has nothing to do with this result! No matter how much you hate your boss, you can still be nice to the customers you serve. Non Union employees all across the country do this every day in all kinds of occupations. But AA's frontline Union employees are just down right rude and some even express a happiness at being rude!

Since: May 08

Santee CA

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#9
Jan 3, 2013
 

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Flyer wrote:
<quoted text>
We are not talking about who is responsible for the demise, we are talking about which airline has the rudest employees and the results are in, AA employees are the rudest! Management has nothing to do with this result! No matter how much you hate your boss, you can still be nice to the customers you serve. Non Union employees all across the country do this every day in all kinds of occupations. But AA's frontline Union employees are just down right rude and some even express a happiness at being rude!
Do you ever bring your job home? Snap at someone out of frustration even though they aren't the source? The employee, management situation is so bad at AA that is boils over to customer service. You most likely have never interacted with the ramp. Don't say much to a pilot except in passing. That leaves Flight Attendants, and Ticket Agents/Baggage Service, and perhaps you may talk to the occasional reservations agent. I can't remeember if RES ever did unionize or not, but since you don't hear much about them I'm leaning towards no. FA group, union. Ticket Agents, NON union. Baggage Service, a contractor. Not even AA employees, but allowed to wear the uniform. Your arguement is unions are to blame. My conclusion, only AA flight attendants are rude, and have brought the whole airline down. My arguement is the AA employee/management relationship is such, that overall service leaves much to be desired. Paying union dues has nothing to do with it.
Drinkin the Delta koolaid

United States

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#11
Jan 3, 2013
 

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You are indeed correct that employees, no matter what level, have an obligation to act in a courteous and professional manner towards the customers they serve. Although I'm no longer in the airline industry (thanks to continued outsourcing, and a shrinking employee base) I spent 25 years in it. There are a couple of points that are being missed...
1. Management, particularly upper management, absolutely influence the customer service equation by implementing policies that are not customer friendly, and inevitably cause friction between passengers and airline staff. Nickel and diming customers, and providing zero tools to recover when things go wrong (delays, lost luggage, etc.) Sure a smile and cordial attitude is great, but doesn't always work when you tell a frequent flyer you can't get him to his business meeting until the next day.
2. Increasingly airlines are staffed above and below wing by outsourced workers, making minimum wage with few benefits. These ground handling companies offer very little and do not exactly attract the cream of the crop. I work at a medium sized airport now and at least 70% of the employee base are employees who work for some other company that the actual airline. They have no stake in the airline's success - to them it is just a job, working weekends, holidays, crazy shifts, for very little money.
3. Passengers always complain about airline employees as rude, and in many respects are right --- however, they should shine the light on themselves. Think I'm wrong --- stand at an airline gate, ticket counter, or luggage service office for a few hours. You will see rude, and downright ignorant behavior displayed by the "travelling public." It is very difficult to want to help someone, smile, and provide good customer service when they are practically insulting you because of something that is usually out of your hands. Oh yeah, and what do you have to smooth over the situation and win the customer back --- nothing, because upper management has determined we cannot afford to offer the customer compensation anymore, and don't forget to get the $25 for that checked bag,$15 for the aisle seat, and $5 for the crappy boxed lunch.

Could attitudes be better - sure - but that goes for many.

Since: May 08

Santee CA

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Jan 3, 2013
 

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Drinkin the Delta koolaid wrote:
You are indeed correct that employees, no matter what level, have an obligation to act in a courteous and professional manner towards the customers they serve. Although I'm no longer in the airline industry (thanks to continued outsourcing, and a shrinking employee base) I spent 25 years in it. There are a couple of points that are being missed...
1. Management, particularly upper management, absolutely influence the customer service equation by implementing policies that are not customer friendly, and inevitably cause friction between passengers and airline staff. Nickel and diming customers, and providing zero tools to recover when things go wrong (delays, lost luggage, etc.) Sure a smile and cordial attitude is great, but doesn't always work when you tell a frequent flyer you can't get him to his business meeting until the next day.
2. Increasingly airlines are staffed above and below wing by outsourced workers, making minimum wage with few benefits. These ground handling companies offer very little and do not exactly attract the cream of the crop. I work at a medium sized airport now and at least 70% of the employee base are employees who work for some other company that the actual airline. They have no stake in the airline's success - to them it is just a job, working weekends, holidays, crazy shifts, for very little money.
3. Passengers always complain about airline employees as rude, and in many respects are right --- however, they should shine the light on themselves. Think I'm wrong --- stand at an airline gate, ticket counter, or luggage service office for a few hours. You will see rude, and downright ignorant behavior displayed by the "travelling public." It is very difficult to want to help someone, smile, and provide good customer service when they are practically insulting you because of something that is usually out of your hands. Oh yeah, and what do you have to smooth over the situation and win the customer back --- nothing, because upper management has determined we cannot afford to offer the customer compensation anymore, and don't forget to get the $25 for that checked bag,$15 for the aisle seat, and $5 for the crappy boxed lunch.
Could attitudes be better - sure - but that goes for many.
Well said.
Flyer

Arlington, TX

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Jan 3, 2013
 

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The customer is always correct, except in the airline business, because airline employees forget it is a business that depend on customers.
arkmiwi

Henderson, NV

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Jan 3, 2013
 

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Flyer wrote:
The customer is always correct, except in the airline business, because airline employees forget it is a business that depend on customers.
Flyer, it's clear to me that you aren't in the aviation industry. These days flying brings out the worst in PASSENGERS. As a flight attendant for one of the top rated airlines, I've got to tell you it's hard to be nice when 50 previous passengers have decided that you are to blame for all of the world's problems. If you want to be treated better on an airline, treat people better yourself. I'm not going out of my way for a jerk. If you approach me nicely and speak to me with respect, then I will bend over backwards trying to help you. Bottom line, if you want better treatment, give better treatment. Just because you buy a ticket, it doesn't give you the right to mistreat us.
Ramprat

Lodi, CA

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Jan 3, 2013
 

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Flyer wrote:
AA frequent flyers must have been really under represented in the poll or AA would have won this survey by more than double. Biggest problem AA has: it's employees and their lack of understanding on how to provide customer service, let alone world class customer service.

Flyer:: What would U call 'World class customer service'? Is the Flight Attendant supposed to kiss your ass as you come through the door? Escort you and your screaming children to their seats and pamper you till you decide to set down and fasten your seat belts? Should she single U out for special handeling on a plane with 120+ other passengers? Should the F/A help U get your oversized bag in the overhead? She's busy with 100+ other bags. How rude. She didn't know I'm important. Just cough in her face. Spew your germs on other passengers. They won't mind. You paid your fare and are the ONLY person that should be coddled because your so important. Have you ever thought that the staff on the plane is working short-handed because the Company could care less about you and weather you think you should be treated better? Next time you fly look at the hundreds of people the crew has to deal with. Your just another passenger and nobody cares who you are or how important you think you are or how special you should be treated. Maybe your the rude one and we'v seen you a thousand time already that week.'Your so SPECIAL'. Figure it out. The Company already has YOUR money in the bank and could care less about how you feel or don't feel. If they did the COMPANY would have more employees to help you. Call the CEO, write a letter. See if the Company cares a rats rear end how terrible you were treated. If MANAGEMENT cared they would do something about it. THEY DON'T CARE unless your check bounces.
Flyer

Arlington, TX

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#16
Jan 4, 2013
 

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Ramprat wrote:
<quoted text>
Flyer:: What would U call 'World class customer service'? Is the Flight Attendant supposed to kiss your ass as you come through the door? Escort you and your screaming children to their seats and pamper you till you decide to set down and fasten your seat belts? Should she single U out for special handeling on a plane with 120+ other passengers? Should the F/A help U get your oversized bag in the overhead? She's busy with 100+ other bags. How rude. She didn't know I'm important. Just cough in her face. Spew your germs on other passengers. They won't mind. You paid your fare and are the ONLY person that should be coddled because your so important. Have you ever thought that the staff on the plane is working short-handed because the Company could care less about you and weather you think you should be treated better? Next time you fly look at the hundreds of people the crew has to deal with. Your just another passenger and nobody cares who you are or how important you think you are or how special you should be treated. Maybe your the rude one and we'v seen you a thousand time already that week.'Your so SPECIAL'. Figure it out. The Company already has YOUR money in the bank and could care less about how you feel or don't feel. If they did the COMPANY would have more employees to help you. Call the CEO, write a letter. See if the Company cares a rats rear end how terrible you were treated. If MANAGEMENT cared they would do something about it. THEY DON'T CARE unless your check bounces.
Fly Emirates, Qatar, Etihad, Cathay, or Korean and you will understand how it should be done. Nothing special, just true world class customer service. the vibe on the plane, in the terminals, in the clubs is 180 degress different from anything to do with AA. Since none of you seem to travel on other carriers, you just have no clue. I am that guy who the US based airlines and whom the top foreign airlines contact to test the latest, greatest and newest stuff the industry has to offer. The guy Industry leaders call to bounce suggestions off of. I am that guy every airline wants flying their airline and my opinion is valued. Decisions are made because of myself and a handful of other people like me. And... I also supply the industry, so I get access that others don't. From building the plane to maintaining the plane and all the way up to flying the plane. I am not a Pilot, not a Mechanic, not an Attendant and I am certainly not Management, but when I speak, the industry listens. Well atleast the successful airlines listen. You Union guys are all the same. Never your fault and the Union could actually run the place better. Anyone who actually knows anything and threatens your warp paradigm is an idiot. Better look in the mirror and realize if you were smart enough to be running things you would be. Ahh, but your not. Say a lot about you!
Toad

Atlanta, GA

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#17
Jan 4, 2013
 

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Lou wrote:
Do people complain about their local grocery store and hardware employees, or WalMart or Target ?
Not really, but for some unknown reason people,
seem to hold airline employees at a high standard and want "bus" fare rates.
Get a life and relax when traveling.
Excellent observation and comments.
Toad

Atlanta, GA

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#18
Jan 4, 2013
 

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Global flyer wrote:
To Lou: I get much friendlier and better service at my local Vons and Ralphs than any US airline. They ask if I need help with my bags to my car, wish me a good day, give me coupons I have missed in their fliers for products I bought.
At Hardware stores like Home Depot, their experts can locate things I am looking for as well as provide alternate solutions that might work better. So why should I expect less from airline employees? As a customer, I vote with my $$$ and for the time being US based carriers is still last in terms of preference sue to staff attitudes.(Domestically I actually like SWA's staff)
So I will still avoid US airlines for overseas travel at all cost until the service is on par with foreign airlines like Korean Air, Asiana, Cathay, British Airways, or Lufthansa.
It is so strange that you refrenced BA and Lufthansa..........having proved in survey year after year for almost a decade their performance levels are below that of all Intl carriers. Hmm. Buy American, improve the services by working w/ the American leaders of those Corp. DAL is known to work w/ all their fliers as soon as a problem arises. Buy US Airline services and give your own country thumbs up every once in a while.
Toad

Atlanta, GA

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#19
Jan 4, 2013
 

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Prost wrote:
<quoted text>Not to debate your point, but my resume' includes 26 years spent in small, medium stations and hubs... I have dealt with all levels of management as a shop steward. Mr Crandall was the best. He never forgot a face... He was a tough prick, bur OUR prick. 6 months ago or so Tom Horton was in San Diego for a Qualcomm board meeting. He actually stopped down to see the lowly ramp people. When we asked him why he was doing certain things he made it a point to tell us 100 people would love to have our jobs. I had the self restraint to not tell him one (Doug Parker) wanted his. He did not act professional or executive in my opinion. If you would like me to tell you more things I'm available. My opinion isn't me pulling things out of thin air.. It is life experience. I agree the unions aren't blameless, but they are not the demise of AA
It was great reading ur recent post. My Dad is a retired Capt w/ AA, my brother a Capt @ SWA, I am Purser @ DAL. We love to grab beers and talk about the wonderful history of Mr Crandalls time @ AMR
Toad

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Jan 4, 2013
 

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Flyer wrote:
The customer is always correct, except in the airline business, because airline employees forget it is a business that depend on customers.
Really ignorant post.
Toad

Atlanta, GA

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#21
Jan 4, 2013
 

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Flyer wrote:
<quoted text>
Fly Emirates, Qatar, Etihad, Cathay, or Korean and you will understand how it should be done. Nothing special, just true world class customer service. the vibe on the plane, in the terminals, in the clubs is 180 degress different from anything to do with AA. Since none of you seem to travel on other carriers, you just have no clue. I am that guy who the US based airlines and whom the top foreign airlines contact to test the latest, greatest and newest stuff the industry has to offer. The guy Industry leaders call to bounce suggestions off of. I am that guy every airline wants flying their airline and my opinion is valued. Decisions are made because of myself and a handful of other people like me. And... I also supply the industry, so I get access that others don't. From building the plane to maintaining the plane and all the way up to flying the plane. I am not a Pilot, not a Mechanic, not an Attendant and I am certainly not Management, but when I speak, the industry listens. Well atleast the successful airlines listen. You Union guys are all the same. Never your fault and the Union could actually run the place better. Anyone who actually knows anything and threatens your warp paradigm is an idiot. Better look in the mirror and realize if you were smart enough to be running things you would be. Ahh, but your not. Say a lot about you!
Really silly, silly person you are. To denegrate US airlines based on foreign carriers is as dumb as it gets. The US has protections of workers, age limits and weight limits are not allowed. So you want a 95lb Asian FA to serve you then go ahead, but we don't and can't compete w/ that type AL and if you really were in the industry you would know that there are many yype AL's serving many type markets and paxs and cargo needs. Silly silly little person.
777 Captain

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#22
Feb 2, 2013
 

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Mr. "I'm Everything in Aviation" also does not know the difference between "your" and you're. Outsider Wannabe.

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