Last year American Airlines conducted an extensive anonymous survey of its employees. They received over 59,000 responses — and the results were really bad.
- Only 41% of American Airlines employees believe that the airline’s management makes “the right decisions that take care of customers” and only 32% believe American’s leaders listen to and “seek to understand the frontline team member experience.”
- Only 33% believe leadership makes “the right decisions that support” employees. Fewer than half believe they have “the flexibility to meet the needs of our customers who fly American” when things go wrong.
- Only 38.9% say that “people at American trust and respect each other.”
American, to their credit, didn’t spin the results. They said this would be a baseline against which they’d measure improvement.
The airline has completed its second ‘American Voice’ survey, and while I haven’t seen the full results The Forward Cabin shared this snapshot:
The most positive thing that American is able to highlight is that employees — paid and scheduled based on seniority — don’t plan to give up that seniority by leaving the company. The two worst results are both about employee trust in the decision-making of the airline’s leaders.
We know that mechanics are unhappy about their inability to get a new contract and anecdotally have been causing some of the airline’s operational challenges. Flight attendants are embarrassed by the new domestic product that the airline offers. Perhaps survey data that can be seen in a spreadsheet will underscore some of what employees have been telling management each month already.