Yesterday, American Airlines announced plans to improve service in economy on some flights. Specifically, the airline will be restoring a second drink service in economy on domestic flights of over 1,500 miles, and will be restoring a pre-dinner drink service in economy on long haul international flights departing before 9:01PM.
Yay… right? Well, not so fast. This of course sounds like a positive development, though the Association of Professional Flight Attendants (APFA), which represents American’s roughly 28,000 flight attendants, isn’t happy about these updates, as flagged by @xJonNYC. Is there merit to their objection?
In this post:
Union blasts management over service changes
American’s flight attendant union isn’t happy with the airline increasing service levels without consulting the union, and claims that management has been lying to flight attendants. Let me explain what’s going on.
Essentially, at the start of the pandemic, American reduced staffing levels on some aircraft, in light of reduced demand and reduced service levels. When demand recovered, the airline decided not to increase staffing levels, but suggested it wouldn’t return to pre-pandemic service procedures. However, the airline has now reversed course on that.
At the time, union representatives had questioned management on whether the service cuts were permanent, as part of the negotiation on reduced staffing. As the head of inflight service for the airline explained, “we have no intention of changing our current service footprint,” “so said differently, temporary is permanent.”
The memo continues with the following:
This thinly veiled lie is a slap in the face to not just to every Flight Attendant but our passengers as well. With no changes to the catering currently supplied on the aircraft and no additional Flight Attendants to accomplish this service, American Airlines has set us all up for frustration and failure. Management’s reversal on service makes it abundantly clear: their arbitration argument was never about what was operationally sustainable — it was about cutting corners at the expenses of both the passengers and the Flight Attendants.
American Airlines management continues to demand more work from fewer Flight Attendants, all under the misleading tagline of “enhancing the customer experience.” Sadly, American’s onboard product has fallen behind our competitors in every cabin, and passengers have taken notice. So has Wall Street. The dismal first quarter 2025 financial results made it clear: the lack of meaningful investment in the inflight experience is hurting the brand — and American’s bottom line.
My take on the union’s complaint to management
Let’s try to analyze this objectively, rather than just defaulting to the typical “flight attendants are lazy” and “unions suck” argument. Because I think the union has some valid concerns, but is also being a bit dramatic with other concerns, unless I’m missing something.
First of all, if American is introducing more drink services without actually catering more drinks, then that seems like it will be an issue, and I hope the airline addresses that. I can only imagine how many drinks will no longer be available with the second service. So I appreciate the union looking out for customers with that.
That being said, I’m struggling with some of the staffing concerns. Around the start of the pandemic, American reduced staffing on several aircraft — I believe 777-300ERs went from 13 to 11 flight attendants, 777-200ERs went from 10 to nine flight attendants, and A321Ts went from six to five flight attendants. Standard domestic aircraft (737s, A319s, A320s, A321s, etc.) were already all staffed at minimums, so there was no change there.
What I’m not following is which part of the service the union thinks will be much more difficult to accomplish. If we’re talking about the second beverage service on domestic flights of over 1,500 miles:
- A vast majority of those flights are operated by aircraft that haven’t seen staffing cuts
- If flight attendants can provide one drink service on a flight that might be five hours, surely they can also do a second drink service toward the end of the flight, since they’d still have a significant break in between
- Even with the way staffing was reduced several years ago, the staffing level for economy is still largely better than or in line with what it is on narrow body planes
If we’re talking about a pre-dinner drink service on long haul international flights, then I can see how this could become an issue. I’m not talking about the ability of flight attendants to perform the service, necessarily, but I can see how if you’re staffed so low, the service could take a really long time, and that could lead to passenger dissatisfaction. Even if flight attendants do their best, there might be complaints about the pace of service.
So can any flight attendants maybe clarify which part of these service changes are problematic? Are we talking about the second drink service on 1,500+ mile flights, or the pre-dinner drink service on long haul flights? And is there a particular aircraft where this is most problematic?
By the way, I’m not one to usually give management the benefit of the doubt, but there is one point I want to give them credit for. The union is angry that American’s head of inflight service at the time claimed there were no plans to restore service in economy. I absolutely think that was the plan at the time, because American was on a race to the bottom. American is now obviously trying to improve, and the guy who made the comment isn’t even at the airline anymore. So I don’t think there was any deceit there.
Bottom line
American is improving service in economy on many flights, by introducing additional drink services. The flight attendant union isn’t happy about these changes, given that staffing levels were cut at the start of the pandemic, at the same time that some inflight service was cut.
The flight attendants feel like they’ve been deceived by management. While I appreciate the union’s concern about American not increasing the provisioning of drinks, I’m struggling to understand which part of the service the union thinks that flight attendants can’t reasonably deliver on.
What do you make of the flight attendant union’s concerns?
We'll only agree to do a 2nd beverage service if we get a corresponding increase in our browsing-our-phones-in-the-galley time. Otherwise this is outrageous.
FA's all got good raises. Now you're asking them to actually do more work for hours they're being paid for. If you're being assigned a bunch of tasks that are hard or impossible to complete it's understandable. When you're sitting/standing around bsing most of the flight it's hard to claim you don't have the time do it.
Of course, when you're allowed to do the bare minimum for a long time it's hard to convince...
FA's all got good raises. Now you're asking them to actually do more work for hours they're being paid for. If you're being assigned a bunch of tasks that are hard or impossible to complete it's understandable. When you're sitting/standing around bsing most of the flight it's hard to claim you don't have the time do it.
Of course, when you're allowed to do the bare minimum for a long time it's hard to convince those same workers to go back to actually working. Covid times kind of convinced everyone they're all underpaid and overworked even when it didn't apply to them. "Minimum staffing" is just being used as a buzz word to sound bad. You could increase minimums by 50% and people would still refer to it as minimum and be upset about it.
Let’s see. No interest in providing service. Wondering why profit sharing isn’t like Delta? Americas best and brightest aren’t working at AA.
On a recent flight from PHX to RDU the drink service didn't start until 1 hr 15 m into the flight. It took maybe 45 m.
The flight attendants basically spent, in total, 2 hrs sitting in the galley.
Maybe these flight attendants can tell me how the flight attendants of 30 years ago were able to do a beverage and meal service with two flight attendants in coach on a MD80 ORD/LGA flight-about 90 minutes flying time. Maybe because they didn't expect to be spending any time in the jumpseat save for takeoff and landing.
I remember clearly those days flying AA MD80s SFO-DFW. DCA-ORD with a HOT meal service (in coach) and 2 bev runs.
Let's be honest. On domestic flights they'll claim turbulence or some reason related to safety and never ever, ever do a second service anyway.
With no additional catering on board, they might actually have to open and pour sodas (like nearly every other airline) versus handing an unopened can and a cup at each passenger.
On widebody, of certain duration, I can see a small level of their concern. But I know several...
Let's be honest. On domestic flights they'll claim turbulence or some reason related to safety and never ever, ever do a second service anyway.
With no additional catering on board, they might actually have to open and pour sodas (like nearly every other airline) versus handing an unopened can and a cup at each passenger.
On widebody, of certain duration, I can see a small level of their concern. But I know several AA F/A who all fly international nearly exclusively (1990s dates of hire with US Airways) and their crews/Pursers usually work assignments such that there is a galley F/A. They figure it out.
It also is not the job of the union to dictate company marketing/service. As long as the crew have sufficient safe time to be out of jumpseats and receive required inflight rest periods while completing safety related duties then I don't see how they should think they have a say in the matter. If it doesn't get done because there isn't staffing to do it, it doesn't get done.
I remember being on an Aeroflot long-haul once where they had TWO fas to do the meal service - including drinks - for the entire economy cabin. Took an hour and a half.
Coming back from London, we were in "premium economy" LHW-LAX. It was ok but, we wanted vodka tonics with the lunch service before landing in LAX. We were told "No, she's already locked up the liquor drawers". AA has just about the worst inflight service of any airline, anywhere.
So less reading and chatting for them and more actual work serving customers. What is the world coming to?
They'll NEVER be happy. Ever. They can resign if they can't handle it.
Here’s the scenario we are unhappy about: international widebody staffing is so low that in most cases there is no longer a dedicated galley flight attendant. That means that the galley FA is also working a cart and does not have time to set up the next service element before it’s slated to start.
787 (all variants) and 772 will have super slow service - especially in coach - if AA expects us to...
Here’s the scenario we are unhappy about: international widebody staffing is so low that in most cases there is no longer a dedicated galley flight attendant. That means that the galley FA is also working a cart and does not have time to set up the next service element before it’s slated to start.
787 (all variants) and 772 will have super slow service - especially in coach - if AA expects us to wear 3 hats and juggle every service element successfully. It’s like asking the chef to wait tables, bus dishes, and cook dinner, and then wondering why your food is cold.
77W is down 2 FA’s, so the same example will ring true in all 3 cabins.
We are mad about the fact that AA lied in the arbitration, and we are mad that they think we seem stupid enough not to notice.
I always love when flight attendants balk at having to multitask ... welcome to the real world !! The reality is, ya'll are not engineers, or pilots. You don't have a rare skillset, knowledge, or abilities that aren't easily replaceable. While every career has value (including being FA), and I sincerely appreciate many flight attendants, in the last decade - Unions have created this FA mindset that doesn't match economic reality. Articles like this make...
I always love when flight attendants balk at having to multitask ... welcome to the real world !! The reality is, ya'll are not engineers, or pilots. You don't have a rare skillset, knowledge, or abilities that aren't easily replaceable. While every career has value (including being FA), and I sincerely appreciate many flight attendants, in the last decade - Unions have created this FA mindset that doesn't match economic reality. Articles like this make your customers run away from AA, not too it. Enable your companies success, even if that means you have to spend 30 more minutes doing a 2nd beverage service.
As an ex-FA for Delta, I *understand* your complaint, but have very little sympathy. Every FA should know how to stock (or restock) their beverage cart, and it should be done right after the previous service...then it's ready to go. I understand how crappy minimum staffing is, but I also understand stepping up and making do with what you have.
The issue is not that it can’t be done, it’s that Management was disingenuous and cut labour costs at the expense of the union members. Think about more FA’s per flight would almost certainly meant that fewer mid rank FA’s stuck around as they went from holding a line to being on reserve, this causes average seniority to decrease due to the pay structure which has further reduced costs. This is all being done on...
The issue is not that it can’t be done, it’s that Management was disingenuous and cut labour costs at the expense of the union members. Think about more FA’s per flight would almost certainly meant that fewer mid rank FA’s stuck around as they went from holding a line to being on reserve, this causes average seniority to decrease due to the pay structure which has further reduced costs. This is all being done on the backs of the FA’s and not Management. Of course The union isn’t happy as it means less Union fees from members
The fact that management allowed extortionate behviour in the past is not a good argument.
When at work, one works.
In a physical job one gets some time to actually recover (5 mins per hour) but not to do personal things.
Yes because the flight attendant duties according to the union are:
1. Throw shade at all passengers
2. No pre departure beverages for the select number of flyers that are actually profitable
3. Do one quick service run (maybe) but not on flights of less than one hour flying time. Wouldn't want to have to hurry
4. If there is the least mild bump in the air sit in your jump...
Yes because the flight attendant duties according to the union are:
1. Throw shade at all passengers
2. No pre departure beverages for the select number of flyers that are actually profitable
3. Do one quick service run (maybe) but not on flights of less than one hour flying time. Wouldn't want to have to hurry
4. If there is the least mild bump in the air sit in your jump seat and make a PA to passengers that you can't get up due to safety issues. But by all means if YOU'RE THIRSTY break out the catering for something to drink
5. After the occasionally drink service and trash service spend the remainder of your flight in the jump seat either playing with your phone or debating which male flight attendants are gay or straight.
Rinse and repeat. And complain about your pay.
They need to bring back pre-pandemic staffing. Period.
The staffing on their international widebody fleet is appalling...1 FA for 8 First Class pax on the 77W?!
It won't do any good. They'll be just as lazy. They're getting more money, they can do a bit more than the bare minimum for it. If they can't handle it, they can work elsewhere.
If drink orders could be placed on your phone or seatback entertainment, it would make multiple drinks easier. Same with charging for premium drinks, that could be paid for on your phone instead of FA's having to walk around and remember who had a premium drink and then collect payment.
AA isn't using technology to their Aadvantage.
I could order drinks on my seatback screen years ago when Virgin America was flying domestic flights from...
If drink orders could be placed on your phone or seatback entertainment, it would make multiple drinks easier. Same with charging for premium drinks, that could be paid for on your phone instead of FA's having to walk around and remember who had a premium drink and then collect payment.
AA isn't using technology to their Aadvantage.
I could order drinks on my seatback screen years ago when Virgin America was flying domestic flights from NYC-Vegas in economy. Why not now in 2025?
It's the union's job to complain about the service increases. If I were a FA paying dues to a union that is ostensibly my advocate, I would want them to be pushing back in any way possible. I'd want them to push back even for the most trifling change such as asking me to switch to Cucumber scented deodorant instead of the Unscented variety that I currently use. The union is my advocate and the...
It's the union's job to complain about the service increases. If I were a FA paying dues to a union that is ostensibly my advocate, I would want them to be pushing back in any way possible. I'd want them to push back even for the most trifling change such as asking me to switch to Cucumber scented deodorant instead of the Unscented variety that I currently use. The union is my advocate and the union is doing its job.
That said, this headline is way too long. It should have been left at American Flight Attendants Angry and that would be an evergreen accurate description of the the demeanor of the bottom decile of AA flight attendants who need to be immediately terminated for cause with no eligibility for government sponsored unemployment benefits. If I'm in even the top 90% of flight attendants I would be upset that my union is protecting these bottom 10% which are the proverbial rotten apple spoiling the entire bunch.
Vigorous performance management is necessary for any corporation to continue to deliver good, or even half-good, service.
The moment a flight attendant speaks in a disrespectful manner to any customer, one strike should be recorded. All flight attendants should get a two strikes and you're out rule. And a ConciergeKey member's complaint counts as two strikes.
Come on guys, that candy isn’t going to crush itself. These FAs have got to get back to the galley ASAP!
Oh no! Flight attendants might have less time to play on their phones while ignoring the passengers!
Management should try to enforce consistent services levels before adding more. FA flight from ATL to DFW was the best I ever experienced and on par with Asian carriers; the next leg was horrendous - the complete opposite of the first leg. Ya just gotta laugh.
Anyone that has taken an AA flight on a transcon or midcon knows what happens after the first beverage/snack service...the FAs sit in the back galley doing absolutely nothing productive for the rest of the flight. That's not being snarky or putting down the work FAs do, it's just what actually happens today. So being up in arms over having to do work for which they are being PAID to do, is not going to win any sympathy votes. It's just ridiculous.
Such a cynical take! Those crew may be in the galley, but they remain in a state of cat-like readiness, scanning for terrorists and guaranteeing 100% safety at all times.
Oh stop it. We both know that's not true. Why are they able to do the first service then if twinkle is constantly in a state of cat-like readiness to thwart the next big global security incident?
@Chris
Pete is being sarcastic.
If theres one thing US and UK cabin crew hate, its providing service.
Lazy
I’m a gay male frequent flier out of DFW. This means I have to hear AA FAs bitch and moan when I’m working, then I go out to the gay bars and I have to hear AA FAs bitch and moan when I’m out trying to have fun. You will never encounter a more miserable group of people with a delusional sense of entitlement.
I think I know a way you'd be able to make then stay quite.....at least temporarily.
AA and UA - along w/ other defunction carriers - have a long history of toxic labor relations that allowed other carriers to thrive because of customer service.
We may well be entering another era of the same thing the industry saw for decades.
Tim, do you have any idea why any person with a brain cell holding their ears apart, would ever spend their own money on an AA ticket?
Hub captive. Best loyalty program of the three (this is a points/miles blog after all). Not caring about 6” TVs. Being physically capable of bringing a hydro flask on board and eating a meal before the flight. I could go on…
Thank you Sel, your words are appreciated.
... and willing to accept being treated well below how you would be treated on other airlines.
Problem is that AA and DL get about half of their revenue from non-hub cities - which means that they have to win over customers in competitive markets like RDU, PIT, JAX etc.
AA undercuts its competitors in these types of markets and pushes them on low connecting time connections via CLT and DFW where there is...
... and willing to accept being treated well below how you would be treated on other airlines.
Problem is that AA and DL get about half of their revenue from non-hub cities - which means that they have to win over customers in competitive markets like RDU, PIT, JAX etc.
AA undercuts its competitors in these types of markets and pushes them on low connecting time connections via CLT and DFW where there is a high chance things will go wrong.
THAT is a big reason why AA cannot survive with its current strategy as long as other airlines are able to aggressively compete in competitive markets for AA passengers.
Thank you Tim.
My mind boggles …. :-(
They just got a new contract. Surely if they were so concerned about widebody staffing, that could have been addressed in the contract? (Understand that it was likely tabled in exchange for something else, it my point is, they got a new contract and it was ratified. Why the complaints now?)
Agreed @Ben, this seems like a complaint mostly without substance. Though for the 773s that lost two FAs, did they lose them from economy or business? Or one each? I could see it being more difficult to handle the extra international beverage service while simultaneously prepping the meals if they're down 1-2 people.
@DWT My apologies, that was supposed to be a standalone comment.
Except that contract was ratified based on certain commitments by management for physical labour. Had the airline disclosed the change in service levels they could have negotiated the effort.
Don’t get me wrong I think AA is a totally different airline than before America Worst bought UScareways and AA. It has gone from being a premium airline with initiatives like MRTC to the level of Spirit/Frontier. I have 1MM status on AA but simply won’t...
Except that contract was ratified based on certain commitments by management for physical labour. Had the airline disclosed the change in service levels they could have negotiated the effort.
Don’t get me wrong I think AA is a totally different airline than before America Worst bought UScareways and AA. It has gone from being a premium airline with initiatives like MRTC to the level of Spirit/Frontier. I have 1MM status on AA but simply won’t fly them anymore as it’s not worth the aggravation