[Hightower] Letter to American Airlines - Jackson Free Press- Topic: public speaker

I'm a multi-million-mile airmule, with the bulk of my hauls on American Airlines. I have stuck with American over the years because its frontline people are terrificcheck-in staff, flight attendants, mechanics and all others I've dealt with. Even though American and others have regained the profitability they lost after 9/11, the honchos have fired so many people and cut so many flights and services that planes are over-jammed, delays are the norm, and the remaining workers are severely strained and stressed. The fact that top executives have padded their own pay with multi-million-dollar bonuses, while refusing to let employees recoup some of the cuts they were forced to take in the bad times, has not helped frontline morale. Instead, a public-relations staffer sent an e-mail full of cheery, corporate-promoting boilerplate about how American values feedback from all customers and how it tries hard to ensure employees are friendly and helpful. American Airline's problem is not with its employees, but with the executives in charge. read more

Tags: executives, click, public speaker, american, airlines, airline