# American Airlines Launches 'Me@Work' Flight Attendant Scoring System

_Apr 21 10:09_

Tags: American Airlines, Me@Work, policy change, airline, loyalty program, promotion, service policy change

American Airlines is rolling out a new program to score flight attendants based on customer experience surveys, operational contributions, and delay codes, marking a shift in crew performance evaluation

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## Summary

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.
- 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)

## Why it matters

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

## Sources cited

- [One Mile at a Time](https://onemileatatime.com/news/american-airlines-scoring-flight-attendants) — American Airlines Will Start Scoring Flight Attendants, And It Won’t End Well

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