American Airlines flight attendants report low management satisfaction

The Association of Professional Flight Attendants (APFA), representing approximately 30,000 American Airlines flight attendants, has released results from a member survey titled ‘them@work’. The survey was conducted in response to management’s ‘me@work’ program, which scores flight attendants based on customer experience and operational contributions.

More than 8,000 flight attendants participated in the survey, which reported significant dissatisfaction with inflight management. Key findings include that 96.2% of respondents believe management has failed to provide promised subject matter experts and increased support. Additionally, 84.1% reported a lack of promised in-person support in terminals regarding catering, contractual issues, and transportation.

Furthermore, 81% of surveyed staff stated they do not feel empowered to exceed customer expectations without fear of discipline, and 72.6% reported experiencing operational issues due to excessive flight attendant removals.