American Airlines Customer Service Manager Reviews | Glassdoor

American Airlines Customer Service Manager Reviews

Updated Aug 19, 2019

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Found 19 reviews

3.2
StarStarStarStarStar
Rating TrendsRating Trends
66%
Recommend to a Friend
83%
Approve of CEO
American Airlines CEO Doug Parker
Doug Parker
9 Ratings
  1. "Lots of opportunities for management level"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Customer Service Manager in Phoenix, AZ
    Recommends
    Approves of CEO

    I have been working at American Airlines full-time for more than 10 years

    Pros

    Great flight benefits and plenty of promotional and lateral opportunities, all over the world

    Cons

    Air travel is not always the most customer friendly business so be prepared to work through operational challenges

    American Airlines2019-08-20
  2. "American Customers Service Positions Review"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Service Manager in Philadelphia, PA
    Recommends
    Neutral Outlook
    No opinion of CEO

    I worked at American Airlines full-time for more than a year

    Pros

    Free or taxes only flights for your immediate family

    Cons

    They do not provide the level of Customer Service I was use to providing

    Advice to Management

    Take care of your customers and they'll take care of the bottom line

    American Airlines2019-06-14
  3. Helpful (1)

    "Decent Job"

    StarStarStarStarStar
    Former Employee - Customer Service Manager 

    I worked at American Airlines full-time for more than 5 years

    Pros

    Good benefits and staff travel

    Cons

    Some managers refuse to help you succeed and get upset when you tell them your career goals

    American Airlines2019-04-28
  4. "Great industry to work in"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Service Manager 
    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

    I worked at American Airlines full-time for more than 3 years

    Pros

    Great travel benefits, although sometimes difficult to get on an airplane.

    Cons

    Mid to Senior Management show a lot of favoritism. Saw a lot of manipulation when I was there.

    American Airlines2019-01-07
  5. "Excellent Journey"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Customer Service Manager in Carolina, PR
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at American Airlines full-time for more than 5 years

    Pros

    Great benefits and pay, opportunities for growth.

    Cons

    Difficult hours, work on holidays.

    American Airlines2018-12-10
  6. Helpful (3)

    "Customer Service Manager Ramp"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Customer Service Manager in Philadelphia, PA
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I have been working at American Airlines full-time for more than a year

    Pros

    This job and specifically PHL has nothing positive. You are continuously get treated like total garbage by front line employees, cuz they can get away with nearly anything. There was an employee who was fired twice, yet somehow got hired again...the 3rd time. You will also have bunch of uneducated people try to prove you how "right" they are in the situation where they are absolutely wrong in. That's day in and... day out. Also, you will have a level 5 manager who will sit in his office and never support you. You will only hear from him when you mess up, other than that, you will hear "Good Job" and a pat on the back...that's about it. Go do all the hard work and your manager will sit in his office and enjoy his salary and take all the credit for you :)

    Show More

    Cons

    -Union they have at PHL is not a union, it's a straight up MOB -Incompetent and uneducated managers -85% of employees are straight up ghetto -Tiny fraction of employees and managers who truly care -A lot of people come here just to collect their pay-check -Tons of finger pointing -Union runs the station, not the company. -Front line employees have so much flexibility vs management- -Do NOT APPLY AS CSM! I... repeat DO NOT! -If you have a degree , go use your talent somewhere else. [ I MEAN IT] -Tremendous amount of stress, and you are being underpaid for such stress -Benefits? What's the point if you can barely use them. -2 weeks of vacation is not enough with this job. This place will suck the soul out of you.

    Show More

    Advice to Management

    If you really wanted your stations to run smoother, then start with your HR department who let's nearly anyone IN! Philadelphia feels like straight up JAIL and tons of employees who act extremely ghetto and hood. People continuously use profanity and the "N" word.

    American Airlines2018-11-25
  7. Helpful (1)

    "Instability"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Service Manager in Fort Worth, TX
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

    I worked at American Airlines full-time for more than 5 years

    Pros

    Can be a great place to work. But has a lot to work on when it comes to employee relations.

    Cons

    Gave 10 years of service to be walked out due to a restructuring. Allowed10 years experience and knowledge go. Will hire inexperienced managers that have zero avaiation experience. No operational experience.

    Advice to Management

    Take advice from your Voice of American survey. Discontinue the nepotism that exitsts within your company. Hire for experience, and not by who you know.

    American Airlines2018-11-04
  8. "Unclear expectations and poor vacation policy for management"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Service Manager in Fort Worth, TX
    Recommends
    Positive Outlook
    Approves of CEO

    I worked at American Airlines full-time for more than a year

    Pros

    The flight benefits are incredible; free standby travel worldwide for employee and immediate family. Pay is considerably higher than similar position at other airlines or contractors. Wide variety of tasks from day to day, from employee discipline and engagement to assisting agents at gates and ticket counter.

    Cons

    CSMs and other managers in operational roles do not get any holidays off or comp time in lieu of holidays worked -- only 2 weeks of vacation plus two floating holidays per year. Meanwhile, the agents we manage get 4 weeks of vacation after their first year. The flight benefits are not that useful with only 2 days off per week and 2 weeks of vacation. Expectations are unclear for attendance/start time and tasks to be... done during a shift.

    Show More

    Advice to Management

    Make the vacation policy for frontline management the same (or better) than the unionized

    American Airlines2018-06-14
  9. "Customer Service Manager"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Customer Service Manager in Phila, PA
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at American Airlines full-time for more than 3 years

    Pros

    Health and Wellness benefits, career opportunities, compensation, travel benefits

    Cons

    Can easily get lost in large company

    Advice to Management

    Evaluate management to insure a good fit.

    American Airlines2018-05-22
  10. Helpful (2)

    "Enviroment not pleasent"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Customer Service Manager in Fort Worth, TX
    Doesn't Recommend
    Neutral Outlook
    Approves of CEO

    I have been working at American Airlines full-time for more than 10 years

    Pros

    Flight benefits and travel opportunities

    Cons

    Too much micro managed by team managers

    Advice to Management

    Trust your employees, it's what you preach!

    American Airlines2017-09-04
Found 19 reviews