American Airlines – “"As ye sow, so shall ye reap"”

Pros

I can only think of 1, free space available flights

Cons

Lower level managers are more concerned about covering up problems than soliciting input from someone with enough authority to bring about change.

Advice to Senior Management

It's a sad day when an employee has to decide between helping a father locate the address and telephone number of a funeral home when he's just learned his son was killed in an auto accident and needs a reservation immediately... or telling the father to call back when he has either a hospital, funeral home, cemetery, or Doctor's contact information to include in his record for verification purposes. The second option would clearly be the preference of any AA reservation supervisor as it would insure the agent didn't exceed the 230 second AHT (average handling time) requirement to maintain a satisfactory performance record. I would say to every Senior Manager within the AA Organization, if you have one ounce of compassion or integrity, YOU pick up the phone and YOU call central reservations simulating the above situation... and when you have completed the call, ask yourself if that is the way you would want your mother or your wife spoken to.

"As ye sow, so shall ye reap"