A well known American Airlines flight attendant has taken to social media to rant about the carrier’s newest long haul jet. She makes some valid points, and there’s another aspect to her commentary that I find to be interesting…
In this post:
Flight attendant not happy to work American A321XLR
Heather Poole is an American flight attendant who has even written a book about her 30-year career at the airline. She’s based in New York, which is also where American has based its newest aircraft, the Airbus A321XLR.
This is the new long range narrow body plane that’s becoming popular with many airlines. The selling point of the plane is that it can unlock point-to-point routes that wouldn’t work with wide body planes (or so it’s claimed). In the case of American, the plane’s first international route is from New York (JFK) to Edinburgh (EDI).
Poole shares a lot of thoughts about her job on her X account, and she wrote the following about her experience flying the A321XLR for the first time:
Now for XLR update: I smelled fumes before takeoff on both legs so that is still an issue on Airbus, the bathroom situation is ridiculous (1 in front & 3 in the back of coach) so we’re constantly moving carts to let people pass by, tight galley, trash management is difficult, crew rest seats are a joke, first class is so tight you can’t pass anyone in the aisle, premium economy/ coach meal trays are tiny so you’re stacking everything and it’s falling off… shall I keep going? It’s not flight attendant friendly. Hard to work, especially in first class where you’re dealing with the entertainment screens that have to be pushed aside every time you serve someone.
She accompanied the commentary with a picture of the cabin, a picture of her hand next to the (tiny) economy meal tray, and also a video showing the crew rest on the plane.
Essentially, flight attendants on this aircraft get a set of three seats in the last row blocked off for their crew rest, with a “tent” around it, right by the bathroom. As she comments in the video:
“Here’s the crew rest, here are all the blankets, I don’t even know what to do with them. This is our little tent, right next to the bathroom, we have a crew rest tent, isn’t this exciting. Oh my gosh.”
While I know crew rest areas often consist of seats with curtains around them, I must admit that looks especially unpleasant.
For what it’s worth, I basically agree with all of the complaints Poole makes, and the American A321XLR isn’t a customer or crew friendly plane. While there are some general challenges with narrow body aircraft, American also wasn’t very thoughtful with some of its design choices.
I’m fascinated by this kind of public commentary
Separate from the actual complaint, which I think is spot on, I always find Poole’s social media presence to be surprising. Look, most of the points she makes are totally fair, though it’s interesting to see the company basically tolerating someone frequently posting negative things about the company in such a public way.
Even in reference to this post, someone responded by telling her to be careful with what she posts, and about how her employer may not be happy about this. Her response was to roll her eyes, and say she’s been doing it for many years.
Hey, I guess the company does tolerate it, based on her continued content. But it’s quite a contrast to the social media policies you’ll find at virtually any non-US airline, where so openly and consistently criticizing the company you work for wouldn’t be tolerated.
Interestingly, the Association of Professional Flight Attendants (APFA) social media guidelines indicate that flight attendants should “refrain from disparaging comments or reviews of the Company.” But I guess that’s not consistently enforced.
I’m not sure whether to find her content refreshing in terms of its honesty, or just unprofessional, in terms of consistently ragging on the company that she’s on the payroll of.
Bottom line
A popular American Airlines flight attendant flew the Airbus A321XLR for the first time, and had nothing nice to say about it. I don’t blame her, and I agree that the crew rest on that plane leaves a lot to be desired.
Now, the fact that she consistently comments so publicly about her company is a different story. It would almost certainly be surprising to anyone who works for a foreign airline to see this kind of stuff tolerated.
What do you make of this flight attendant commentary?
AA probably figures doing any sort of discipline would create too much noise for them so just let her be. Doing something could create a Streisand effect. My guess anyways.
Is it the lack of galley space that means even the jump seats are unusable during any service flow? So because the service is so dragged out, because of limited galley space, they can't even sit in crew seats for short breaks?
I get a dedicated crew rest might not be warranted for ~10 hour duty, but they would still deserve a few 15-20 minute breaks where they can actually sit.
Well known? No. Unprofessional? Yes. And dont blame Airbus, blame American for the configuration.
They should have gone with the design and setup that ITA is using on their A321XLR's. Much better than American's but still not very crew friendly.
They should have gone with the design and setup that ITA is using on their A321XLR's. Much better than American's but still not very crew friendly.
Unions. That’s the problem right there. She should be happy she has a job. Sounds so very unappreciative. Does she ever post about positive aspects of her job?
She must be a joy to work with... Crew rests are classified in different categories, and depending on the quality of the rest 1, 2 or 3, your flight duty period is planned accordingly. That said, the XLR doesn't really have the ability to operate routes long enough where there would be any need for a crew rest. I'd be happy to have a row at all. I've worked many and many 8-10 hour flights...
She must be a joy to work with... Crew rests are classified in different categories, and depending on the quality of the rest 1, 2 or 3, your flight duty period is planned accordingly. That said, the XLR doesn't really have the ability to operate routes long enough where there would be any need for a crew rest. I'd be happy to have a row at all. I've worked many and many 8-10 hour flights without that option at all, both on the A330 (where it does exist, but not in use for those flights), and the A321. Working long duty lines or roundtrips that equal or surpass 12 hours, still don't need the crew rest or scheduled in-flight rest of any kind. I would agree, AA has chosen poorly though over some design features, as is their thing. Just like her brand is complaining, so I guess in a way, they're a match made in heaven.
I absolutely will not fly this plane, even in biz.
I'll transfer at LHR.
I will also not be setting foot on QF A350s nonstop nightmare in F or J. Nope...will transfer half way.
*Internationally. I might have to on Transcons, which I am not thrilled about.
I love DL for keeping transcon widebodies...but not enough to switch to them fulltime.
Wall Street Airlines dba DL,AA and UA will eventually force everyone to toe the same line. A321 transcons. Watch!
You will if the fare is right and the company’s paying for it.
Ben says: “Hey, I guess the company does tolerate it, based on her continued content. But it’s quite a contrast to the social media policies you’ll find at virtually any non-US airline, where so openly and consistently criticizing the company you work for wouldn’t be tolerated.”
Why are you surprised? Your President posts policy and government orders on social media EVERY BLOODY DAY!!!
Because he is the greatest. And runs tne world so Trump can do as he pleases. He’s earned it. No other country has, that’s for sure.
JFK-EDI is a 7 hour flight. Why do they even need a crew rest area?
Touche!
Ranks right up there with the "we're going to have to move the IFE monitor" SCANDAL
I think some carriers have flight attendants that do 1 leg a day with quality layovers and less than two legs back, or 1 the following day, in which the onboard rest accommodations with the toilets are not such an issue.
Without going into detail other airlines are having crews do 3 to 4 legs a day across odd flight time zones, with irregular rest, and passengers upset and under duress for conflicted by...
I think some carriers have flight attendants that do 1 leg a day with quality layovers and less than two legs back, or 1 the following day, in which the onboard rest accommodations with the toilets are not such an issue.
Without going into detail other airlines are having crews do 3 to 4 legs a day across odd flight time zones, with irregular rest, and passengers upset and under duress for conflicted by the happy image of air travel and the reality of the middle seat trapped between overly friendly big Bubba and pot reeking gold tooth Moe.
Flight attendants are not robots is what i am getting at even though airlines might treat them as so.
You have to be crazy to want to fly on the XLR. I wrote about this before... On flights to Europe, with 1 bathroom in BC... if one person takes their time, there could be a 1+ hour backup to use the loo. (12 seats x ONLY 5 minutes each = 1 hour)
Continue to eat more fiber and drink more water. I can expel my poo in 5 seconds and I don't even have to wipe because it's so clean.
Too much information, Greeny!
This is mostly about transcon flying. The A321T is a passenger and crew friendly airplane. The LOPA is generous with 30 premium seats, 36 MCE and 36 economy. The XLR is not. The FAs and customers are going from a 102pax plane to a 155pax plane which has a not so great LOPA and no mid cabin lav. So the senior FAs that have been flying transcon on the T's and now have the XLRs...
This is mostly about transcon flying. The A321T is a passenger and crew friendly airplane. The LOPA is generous with 30 premium seats, 36 MCE and 36 economy. The XLR is not. The FAs and customers are going from a 102pax plane to a 155pax plane which has a not so great LOPA and no mid cabin lav. So the senior FAs that have been flying transcon on the T's and now have the XLRs are, you know, probably not happy. Whether the customers are happy, no idea - the plane does not exactly seem to be getting rave reviews with business class seats that could have been better designed and virtually no MCE seating.
Not everyone knows what LOPA is or T's...I could be wrong ;-)
But great thoughts and analysis.
Layout of Passenger Accommodations (LOPA)
This "LOPA" was no doubt designed when AA was competing w/Frontier/Spirit. They're "premium" now, so...
the crew rest issue is the norm for every narrowbody. When you get used to having a crew rest module above or below the cabin, anything else is a stepdown.
AA just happened to get their 321XLRs first but UA will be facing the same thing.
there clearly is an employee culture element because B6 operates the LR on flights as long as AA and UA will operate the XLR but they don't seem to have employees that complain as much
B6 has two lavs up front and has more galley space in the rear.
We used to have the same cabin crew rest 'tent' on the 767 at British Airways. Because it had CREW written on it, passengers used to constantly disturb us and ask for drinks. I just stopped using it. For a 6-8 hour flight, you don't need rest. The other posters are correct, this is not an Airbus problem, it is all to do with the way that AA has chosen to configure the aircraft.
Spot-on Richard.
Random passengers would pull your tent open to beg for booze? Sheesh some people!
Narrow body aircraft on long haul flights I find problematic, even if flying in business. I can only imagine what the lavs are like towards the end of the flight.
She has points but with 30 years seniority why doesn't she simply bid for widebody flights?
Depends on their definition of ‘business.’ Lie-flat on narrow-bodies, excellent. Recliners, not-so-much. 3-3 middle-blocked, atrocious.
The plane may not be perfect but its flying like 7 to 8 hours max
Most people work 10 hours without a nap
Im an icu nurse. I work 12 to 14 hour night shifts and dont get a 2 hour nap in the middle while getting paid their 80+ hourly rate
That’s sucks for you.
Just because that's the way it is for you doesn't make it right.
I cannot believe the disrespect for an ICU nurse!!!! You better hope you’ll never need her/his services! How were some of you people raised!!!
These planes are awful. American always chooses the worst of everything. How much longer before bankruptcy?
American are probably happy someone is complaining politely rather than the usual posts that just say how crap they are :D
Some of her complaints are not due to the plane but to her airline choices. She is know for complaining and this is how she makes money , so no surprise here. Many airlines operate the #321LR and most flight attendants are ok with.
AA should tell her, "complain all you want and write about it, but give us a cut of the book sales and ad revenue."
With seniority would she not get to bid on her job choice? Which is apparently content creator over flight attendant.
Fellow crew here as well- we do flights up to 8h with A220 (my record is 16h but it was under special circumstances ), and even tho we face similar issues with space , have no crew rest, aft galley is size of a closet , and we have up to 30 c class pax with 2 meal services- we somehow manage to make it work so I think it’s more about the mindset and...
Fellow crew here as well- we do flights up to 8h with A220 (my record is 16h but it was under special circumstances ), and even tho we face similar issues with space , have no crew rest, aft galley is size of a closet , and we have up to 30 c class pax with 2 meal services- we somehow manage to make it work so I think it’s more about the mindset and how you use the available resources.
I do agree that A321XLR is pushing the limit of A320 family aircraft but as others said - it’s nothing to write home about .
Fellow cabin crew here. Is this her first time flying on an A320 Family aircraft? They’ve been around in pretty much the same configuration for 40 years and we’ve had NEOs for around 10 with the only difference being a new engine and a refreshed cabin. Three lavs for 220-240 PAX has always been the norm. If anything, XLRs are more premium-heavy and the PAX-to-lav ratio is actually better. I’ve done full hot meal service...
Fellow cabin crew here. Is this her first time flying on an A320 Family aircraft? They’ve been around in pretty much the same configuration for 40 years and we’ve had NEOs for around 10 with the only difference being a new engine and a refreshed cabin. Three lavs for 220-240 PAX has always been the norm. If anything, XLRs are more premium-heavy and the PAX-to-lav ratio is actually better. I’ve done full hot meal service for 220 PAX (trays and all) and it’s nothing to write home about unless it’s your first time and you’re coming from something like a Boeing 777.
Her point being that a 320 family aircraft so far would have been used for a max 4-5 hour flight. A 321XLR could now fly an 8-9 hour flight where issues like crew rest and increased use of lavs come into question.
lol no. The A321 has been flying 6+ hour legs at AA for like 10 years. JFK-SFO is blocked at 6:45.
They were using A321Ts on that route. Not normal A321s.... It was a plane with barely any normal economy seats.