Got to keep the customers satisfied?

The number of complaints made against airline services increased by 92% in the US in July, totaling 2,466. This was also up by 49% on the number recorded in June. Airlines reported 18 tarmac delays of more than three hours on domestic flights during July and one tarmac delay of more than four hours on international flights. In all, 16 of these occurred on July 13 at Chicago O’Hare airport, which suffered storms.
According to a new law that took effect in 2011, all US and foreign airlines operating at least one aircraft with 30 or more passenger seats must report long tarmac delays occurring at US airports.
Whilst on-time performance among US carriers in July fell to 76% (from 77.8% in 2011), the good news was that the number of cancellations also declined, to 1.4% of scheduled domestic flights. The mishandled baggage rate also fell, to 3.52 reports per 1,000 passengers.

 

 

Cuts continue amid growing unrest

American Airlines has contacted more than 11,000 workers to inform them that they could lose their jobs as part of its ongoing bankruptcy process. Further, it has been cutting flights by 1-2% in September and October. The US carrier, which filed for Chapter 11 protection last year, expects fewer than 4,400 people will actually be laid off in November and December.

The redundancy notices were issued under the Worker Adjustment and Retraining Notification Act, which requires employees to be informed 60 days before major lay-offs or plant closures occur. About 800 employees have agreed to leave American Airlines voluntarily, a move that should further reduce the overall number of expected lay-offs.

Flight schedule cuts for September and October were partly down to an increase in pilot illness days, along with greater maintenance reports by flight crews, which had led to flight cancellations and delays.

American has also begun implementing cost-cutting procedures for its union pilots after gaining bankruptcy court approval to abandon its collective bargaining agreement with the Allied Pilots Association.

 

 

Smuggling ring uncovered at JFK

A total of 18 employees at New York’s JFK airport have been arrested for allegedly stealing 100,000 miniature bottles of alcohol. The bottles were taken from LSG Sky Chefs, the caterer which stocks American Airlines with food and beverages. The arrests come in the wake of a nine-month investigation.

Amongst the accused are 15 truck drivers for Sky Chefs, along with three airport security guards. The drivers have been charged with grand larceny and possession of stolen property worth more than US$750,000, which included perfume and cigarettes.

It appears that the Sky Chefs drivers were responsible for removing the unsold bottles from each flight. Whilst these bottles should have been taken to a storage facility within the airport, the truck drivers were placing a percentage of the bottles into bags and taking them to their own vehicles in the staff car park parks. Guards were bribed at security checkpoints to facilitate the operation.

 

 

Looking after the workforce – the United way

Mid-September saw United Airlines celebrate the perfect attendance of 11 employees at an event at Chicago O’Hare International Airport and award each employee a new Ford vehicle. The employees, representing six work groups and based in seven cities around the globe, each achieved perfect attendance during at least one of three six-month periods beginning July 1, 2010. Thousands of employees were eligible, and United randomly selected 11 winners in a drawing in May. Each winner chose between a Ford Explorer, a Ford Escape, a Ford Mustang and a Ford Focus. The company is to pay all expenses associated with the vehicle, including sales tax, title and license.

“Our people and their commitment to service and reliability are at the core of our effort to build the world’s leading airline,” said Donna Towle, Vice President of Employee Relations at United. “Perfect attendance facilitates a work environment of dependability and trust, and enables us to provide our customers with consistent, reliable service.” Eligible employees may participate in an annual drawing to win a new vehicle, with the company awarding 11 new cars each year. Employees are also eligible for a rolling six-month perfect attendance award of US$50 in cash, a US$50 donation to United’s employee relief fund on the employee’s behalf or 5,000 frequent flyer miles.

 

 

More jobs coming at Air Canada

Air Canada has said that it is looking to add over 1,100 new employees to its workforce during the next 12 months. This is partly in preparation for the launch of its new budget carrier in 2013. Whilst a number of these staff will be working with the new airline, the rest will be taken on at Air Canada’s mainline carrier. The total will include around 400 flight attendants and about 500 permanent, part-time and full-time airport customer service agents and baggage handlers. Aside from this, the carrier will be adding staff to its call center operations in both Montreal and Toronto.