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SIGNAL · AMERICAN-AIRLINES-LAUNCHES-ME-WORK-FLIGHT-ATTENDANT-SCORING-PROGRAM · Apr 21

American Airlines Launches 'Me@Work' Flight Attendant Scoring Program

American Airlines is rolling out a new performance evaluation system for flight attendants called 'Me@Work', scoring staff on customer experience surveys, operational contributions, and delay attribution

American AirlinesMe@Workservice policy change

Why it matters

Affects American Airlines loyalty members and route planners. New route or product — useful for award booking and positioning flights.

What happened

  • Customer experience: Based on anonymized net promoter score (NPS) surveys sent to passengers.
  • Operational contributions: Specific criteria are still being defined.
  • Delays: Coded as being due to flight attendants. The system aims to increase accountability, addressing inconsistent service on US airlines. However, the long-term impact on careers and potential repercussions for low scores remain unclear. The launch comes amid tense relations between management and the Association of Professional Flight Attendants (APFA), including a recent vote of no confidence in CEO Robert Isom

American Airlines is reportedly launching an initiative called 'Me@Work' to start scoring flight attendants based on specific metrics. The program evaluates performance over the last 12 months using:

Sources cited · 1

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OMAAT↗
One Mile at a Time
American Airlines Will Start Scoring Flight Attendants, And It Won’t End Well
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