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What happened
- Operational contributions (details TBD).
- Delays coded as being due to flight attendants. It is not yet clear what the actual career repercussions or rewards will be for these scores, or if the system is primarily for feedback. The move comes amid tense relations between management and the Association of Professional Flight Attendants (APFA), following a recent vote of no confidence in CEO Robert Isom. Critics question whether passenger perceptions accurately reflect individual crew performance, noting potential biases based on cabin class (e.g., 787-9s vs. 737s)
American Airlines is reportedly launching an initiative called the 'Me@Work' program to start scoring flight attendants based on specific metrics. The scores will be derived from the last 12 months of data, including: - Customer experience based on anonymized net promoter score (NPS) surveys sent to passengers.