At a time where airlines are cutting jobs, services, airplanes, while raising fees – it seems odd that American Airlines has decided to move forward with paying out $14million in bonuses — orÂ does it?
There is no denying that moral at some airlines are reaching record low levels. About 72,000 American Airline employees might feel a little less down when they see their performance based bonuses (averaging $200).
According to American Airlines, the incentive program seems to be working – with customer service up 3% and on-time service up 23%.
I think it can be hard for airlines to realize what their greatest investment can be…not planes, new technologies, or routes, but investing into their employees. On a flight with all the “toys,”Â no fees, and on the newest plane can be great, but if the customer service received is horrid,Â it can leave a very lasting impression.Source:Â Business Week Image: Tom Turner