American Airlines vs. Airlines in Asia
Anyone who has traveled much to Asia and has taken American Airlines to get there, and then taken some of the Asian airlines to get around Asia, is struck by the contrasts in service. Today I took American Airlines and was reminded of this. I stood up to go to the restroom and the flight attendant said to me, “You are supposed to be in your seat”. I hadn’t noticed that the keep on your seatbelt sign was lit due to some turbulence. The flight attendant wasn’t rude when she said this, just a little blunt and a little annoying in her tone. If you have no other point of reference then you might conclude that this is just the way service has to be on airlines.
But those who have traveled much on various Asian airlines know that service can be much, much better. In Asia, in the same circumstances, the flight attendant would have been far more polite and even apologetic. She would have said something like “Sir, I am so sorry, but the captain has requested that we stay in our seats until this turbulence has past. I am sure that it will pass soon.” In Asia, on airlines and in hotels, they set the standard for great service. American companies could learn a lot from them in terms of service. (With the US supposedly dominant in service sector, this makes you wonder about Asian competition in the long term.)
People I know that travel to Asia comment on the contrast in service for the Asian airlines vs. AA. For example, I once had an aisle seat near the flight attendant work area on a Japanese airline. At the beginning of the flight the head flight attendant came over to me and introduced herself by her full name and apologized for the seat not being that great and she let me know that they would do their best to make my trip comfortable. I had not even thought anything of the seat. But I was struck by the effort and sincerity that this woman went to make sure that I was comfortable even in this small matter.
The last time I went to Asia I took Japan Airlines from Japan to Korea. At the end of the flight the flight attendants took turns bowing and telling us how nice it was to serve us. Okay, this was a little comical and overboard, but it none the less shows how devoted to top service that they can be in east Asian countries.
East Asian businessmen, when traveling to the US on AA say things like “the flight attendants on American Airlines are mean”. Other times I have heard them say that they are “old and mean”. American-style political correctness has apparently not quite yet swept through Asian cultures.
However, the age factor strikes any traveler regardless of ones political leanings. The flight attendants union at AA has apparently been able to block young persons from getting jobs. I would estimate the average age difference to be 20-25 years between the flight attendants on AA vs. the Asian airlines. I read someplace that they even have age cutoffs for flight attendants on some Asian airlines, at around 28. Women then get transferred to office jobs. These Asian airlines apparently believe that traveling businessmen would rather be served by younger women rather than older women. (The managers of these Asian airlines are apparently criminals for having such anti-feminist thinking!)
So while flying on AA today I was reminded that these are union workers who do not have to worry about getting fired for mediocre service. Most businesses (95% of US businesses are non-union) are able to balance the age of their workforce through attrition, hiring younger workers, and in slow times having layoffs with severance packages for less productive workers including older workers. But apparently at AA the flight attendants unions can avoid much of that. The federal government colludes with unions to force companies to negotiate with them. And of course labor monopolies are always out to protect their more established members from firing and layoffs.
Every time I go to Asia I am struck by the quality of service. I am not just talking about female workers here either by the way, the men are just as polite and committed to top service. They make you feel like you are wanted, welcome, and worthy of respect. And that is the way every business should try to make customers feel. American businesses could learn a lot from their Asian counterparts, including American Airlines.
Update: Time to End the Antiquated Monopoly Protections of US-based Airlines.
February 14th, 2007 at 9:35 am
I travel from New York to Shanghai once a month. I do a lot of China domestic air travel. The Chinese flights offer a rather tasty hot meal on all flights. The service is outstanding and the fights attendents are very friendly and try to be helpful. They remind me of what it used to be like in the US……………………………..
Since I always fly from US to China on United, I am a 1K United Customer. They try to perk 1k’s whenever possible. Recently I tried to book a flight on United and there were no seats. I booked on Asiana Airlines,because they were part of the Star Alliance, and I could get Miles on United. Well I am now a Asiana Club Member and on my way to their Elite Statis.
I cannot begin to tell you how much better it is then United……..I am 55 years old and on United I am younger then most of their , Rude, Flight Attendents. They are Rude to all American passengers and downright nasty to all the Asian passengers.
By contrast on the Asiana flight there were 30 very personable Flight Attendents who were only to happy to serve everyone.
I am never going to fly any US Airline again when there is a Asian one available.
I was wanting what all the Asian airlines did with there Flight attendents when then became thirty, because they do not fly anymore……………………..
March 12th, 2007 at 6:08 am
[...] Of course the service everywhere here is outstanding. As I said before, American businesses could take a lesson in improving service from the Asians. [...]
April 15th, 2007 at 10:05 am
I have been worming in and travelling to Asia for the past three years. Thus I have flown regularly on Singapore Airlines, Emirates, and Sri Lankan Airlines as well as smaller ones such as Jet Airlways in India, Adam Air Indonesia, and Lufthansa, Swiss and KLM . Without expection I have been better treated by Asians especially, but also Eoropeans, than by any North American airline (I include Air Canada) . Asian airlines treat you as a guest. On a north American airline (and even more so when you encounter “security” you are either an inconvenience or a potential threat. (I am blue-eyed and grey-haired, carry a Star Alliance top-tier card, and am much better treated than my colleagues of other races!)
Prediction: within the next decade, long distance air travel will be on Asian and European carriers. North American airlines will be domestic carriers, and that will be simply because their governments will protect them against competition from better services and pricing that Aisians and Europeans would other wise provide.
August 21st, 2007 at 12:01 am
how interesting that you comment that there were 30 flight attendants on your flight. On an american-based carrier, with the same amount of passengers, you would see 18 flight attendants. Maybe that is why there would feel like there is less service……there are less flight attendants to serve you.
August 21st, 2007 at 7:47 pm
lazarcat,
I did not say anything about 30 flight attendants or the number of flight attendants in general.
October 4th, 2007 at 11:01 pm
Iazarcat…Dah !!!!!!!!!!!
January 3rd, 2009 at 7:21 pm
as a fligth attendant your there for safety its a diffrent culter in asia. were not there to serve any one were there for safety charter your own plane with asian fligth attendants. if you want bettre service and stop bitching.
January 24th, 2009 at 1:59 am
“as a fligth attendant your there for safety its a diffrent culter in asia. were not there to serve any one were there for safety charter your own plane with asian fligth attendants. if you want bettre service and stop bitching.”
Flight attendants on the top airlines are there for safety AND service. I am not going to bitch. But I will not fly your Airlines. And that’s why you’re going broke!
March 8th, 2009 at 10:01 pm
[...] airlines I am amazed how much better the service is compared to American-run airlines. I would gladly give my business to the companies run by Asians, rather than a US company. The same is true of [...]
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