<?xml version="1.0" encoding="UTF-8"?><rss version="2.0"
	xmlns:content="http://purl.org/rss/1.0/modules/content/"
	xmlns:dc="http://purl.org/dc/elements/1.1/"
	xmlns:atom="http://www.w3.org/2005/Atom"
	xmlns:sy="http://purl.org/rss/1.0/modules/syndication/"
		>
<channel>
	<title>Comments on: Internal memos reveal chaos unfolding at American Airlines</title>
	<atom:link href="http://www.elliott.org/blog/please-do-not-speculate-to-our-customers-and-just-use-the-guidelines-in-your-conversations/feed/" rel="self" type="application/rss+xml" />
	<link>http://www.elliott.org/blog/please-do-not-speculate-to-our-customers-and-just-use-the-guidelines-in-your-conversations/</link>
	<description>The travel troubleshooter.</description>
	<lastBuildDate>Mon, 22 Mar 2010 15:09:43 +0000</lastBuildDate>
	<generator>http://wordpress.org/?v=2.9.2</generator>
	<sy:updatePeriod>hourly</sy:updatePeriod>
	<sy:updateFrequency>1</sy:updateFrequency>
		<item>
		<title>By: tripso.com &#124; Playing the blAAme gAAme: FAA vs. AA</title>
		<link>http://www.elliott.org/blog/please-do-not-speculate-to-our-customers-and-just-use-the-guidelines-in-your-conversations/comment-page-1/#comment-12081</link>
		<dc:creator>tripso.com &#124; Playing the blAAme gAAme: FAA vs. AA</dc:creator>
		<pubDate>Sat, 17 May 2008 16:30:45 +0000</pubDate>
		<guid isPermaLink="false">http://www.elliott.org/?p=4956#comment-12081</guid>
		<description>[...] chaos that ensued and the flight cancellations are undeniable. The AA schedule is still suffering, with only around a [...]</description>
		<content:encoded><![CDATA[<p>[...] chaos that ensued and the flight cancellations are undeniable. The AA schedule is still suffering, with only around a [...]</p>
]]></content:encoded>
	</item>
	<item>
		<title>By: FAA - AA tit for tat &#171; Cheapcharlie&#8217;s Weblog</title>
		<link>http://www.elliott.org/blog/please-do-not-speculate-to-our-customers-and-just-use-the-guidelines-in-your-conversations/comment-page-1/#comment-12080</link>
		<dc:creator>FAA - AA tit for tat &#171; Cheapcharlie&#8217;s Weblog</dc:creator>
		<pubDate>Sat, 17 May 2008 13:17:14 +0000</pubDate>
		<guid isPermaLink="false">http://www.elliott.org/?p=4956#comment-12080</guid>
		<description>[...] is argument about the chaos caused by the mass cancellations of flights. However, the hiccup is still reverberating through the [...]</description>
		<content:encoded><![CDATA[<p>[...] is argument about the chaos caused by the mass cancellations of flights. However, the hiccup is still reverberating through the [...]</p>
]]></content:encoded>
	</item>
	<item>
		<title>By: Robert Hunt</title>
		<link>http://www.elliott.org/blog/please-do-not-speculate-to-our-customers-and-just-use-the-guidelines-in-your-conversations/comment-page-1/#comment-11100</link>
		<dc:creator>Robert Hunt</dc:creator>
		<pubDate>Wed, 16 Apr 2008 12:34:21 +0000</pubDate>
		<guid isPermaLink="false">http://www.elliott.org/?p=4956#comment-11100</guid>
		<description>Why was it impossible all thru the AA mess, that no one talked about any passenger rights.   Because AA canceled flight, not because of weather but nelect, was the airline required by any regulation or law to pay to put the passenger onto another carrier if the passenger is delayed 2 or 4 or 18 hours or two days.  To offer a refund of a discounted fare 0f $180 so that the passenger can go over to another airline and book the cheapest walk up fare of $1200 is just another punch in the stomach.   And to provide no real means to even communicate with American, since the phones were never answered and to stand in a line for several hours with 52 other strandees only to be told that one had to go another part of the airport and start over was never a viable option.   Does federal law or regulation require AA to pay for available seating on a competing airline.   Is AA required to provide meals or lodging over a two day delay.   If there are such laws or regulations are there any penalties when they are flaunted?   I never could find out.
Robert Hunt</description>
		<content:encoded><![CDATA[<p>Why was it impossible all thru the AA mess, that no one talked about any passenger rights.   Because AA canceled flight, not because of weather but nelect, was the airline required by any regulation or law to pay to put the passenger onto another carrier if the passenger is delayed 2 or 4 or 18 hours or two days.  To offer a refund of a discounted fare 0f $180 so that the passenger can go over to another airline and book the cheapest walk up fare of $1200 is just another punch in the stomach.   And to provide no real means to even communicate with American, since the phones were never answered and to stand in a line for several hours with 52 other strandees only to be told that one had to go another part of the airport and start over was never a viable option.   Does federal law or regulation require AA to pay for available seating on a competing airline.   Is AA required to provide meals or lodging over a two day delay.   If there are such laws or regulations are there any penalties when they are flaunted?   I never could find out.<br />
Robert Hunt</p>
]]></content:encoded>
	</item>
	<item>
		<title>By: Jasper</title>
		<link>http://www.elliott.org/blog/please-do-not-speculate-to-our-customers-and-just-use-the-guidelines-in-your-conversations/comment-page-1/#comment-10921</link>
		<dc:creator>Jasper</dc:creator>
		<pubDate>Sat, 12 Apr 2008 01:26:08 +0000</pubDate>
		<guid isPermaLink="false">http://www.elliott.org/?p=4956#comment-10921</guid>
		<description>@ Michelle M:

Of course it&#039;s an excuse, but most likely one from the FAA. They just wanted to get someone, and they did. Now everybody is awake again, so that&#039;s good. 

Perhaps Joe F can share the source of the &quot;every inch story&quot;. Was it AA, of the FAA?</description>
		<content:encoded><![CDATA[<p>@ Michelle M:</p>
<p>Of course it&#8217;s an excuse, but most likely one from the FAA. They just wanted to get someone, and they did. Now everybody is awake again, so that&#8217;s good. </p>
<p>Perhaps Joe F can share the source of the &#8220;every inch story&#8221;. Was it AA, of the FAA?</p>
]]></content:encoded>
	</item>
	<item>
		<title>By: Michele N</title>
		<link>http://www.elliott.org/blog/please-do-not-speculate-to-our-customers-and-just-use-the-guidelines-in-your-conversations/comment-page-1/#comment-10909</link>
		<dc:creator>Michele N</dc:creator>
		<pubDate>Fri, 11 Apr 2008 17:05:01 +0000</pubDate>
		<guid isPermaLink="false">http://www.elliott.org/?p=4956#comment-10909</guid>
		<description>Could it be that the teflon tape &quot;every exact inch&quot; is just the excuse from AA? Perhaps the scrutiny has led to them realizing other things were left unchecked or halfway done and they better get a move on before those are exposed too.  Otherwise, I would think a teflon tape spacing issue wouldn&#039;t cost as much in fines to the airline as it has in lost revenue (and reputation) for them now.</description>
		<content:encoded><![CDATA[<p>Could it be that the teflon tape &#8220;every exact inch&#8221; is just the excuse from AA? Perhaps the scrutiny has led to them realizing other things were left unchecked or halfway done and they better get a move on before those are exposed too.  Otherwise, I would think a teflon tape spacing issue wouldn&#8217;t cost as much in fines to the airline as it has in lost revenue (and reputation) for them now.</p>
]]></content:encoded>
	</item>
	<item>
		<title>By: Jasper</title>
		<link>http://www.elliott.org/blog/please-do-not-speculate-to-our-customers-and-just-use-the-guidelines-in-your-conversations/comment-page-1/#comment-10908</link>
		<dc:creator>Jasper</dc:creator>
		<pubDate>Fri, 11 Apr 2008 16:47:45 +0000</pubDate>
		<guid isPermaLink="false">http://www.elliott.org/?p=4956#comment-10908</guid>
		<description>@ Joe F: 

I don&#039;t doubt that the FAA is led by incompetent people, that make up insane rules. Every institution that makes rules does. I deal with OSHA rules and do you really think they make more sense? 

We have also debated the &quot;security&quot; measures that the TSA enforces on the public and that made you buy your own plane. They make no sense whatsoever. However, since they are rules, they are enforced on everybody that flies. And if you protest, or even joke, you get in trouble. Every kid older than three knows that ignoring rules gets you in trouble.

AA (and the other airlines) *chose* to not comply completely with the rules, because they thought they knew better. Or because they didn&#039;t care. Or because they were lazy. Whatever. They *could have* instructed their techs to be precise in the 1&quot; spacing. They *chose* not to. In fact, as they rules usually come in thick manual, they actually went out of their way to study it and ignore it. Well, then you can expect that some day, some inspector is gonna whine about it.

Safety regulations are there to keep people safe. Overall, the reduction of accidents hopefully ways up to the frustration of the rules and especially the nitty gritty ones. But that is besides the debate here.

Ignoring safety regulations is gonna bring you into trouble in the end. AA management should have know and jumped through the silly hoop. They *chose* not to do that, and now they get hammered. 

It is incompetent management to let your company get to a stand still because you ignored the rules. AA should behave like the big boy they usually are when they enforce their own rules on customers and employees. They shouldn&#039;t start crying like little babies when some rules are enforced on them.

I feel bad for the stranded customers and their employees, who are paying for this incompetent management. I have no mercy on the management. Especially since they probably will leave with a nice bonus. Most likely in cash, because AA stock will not be worth very much when this is over.

In the long run, I am not worried. Some other airline - hopefully one that does comply with the rules - will take over the routes, planes and personnel of AA. 

People need to fly, few can afford their own plane, so there will be airlines.

BTW: Have you noticed that both of us have changed positions in this case as opposed to the Mr M vs SW case? Here, I side with the regulation enforcer (FAA), while I don&#039;t care about the enforcee (AA),  while in the other case I felt more sympathetic with the enforcee, being upset with the enforcer (SW) and their silly rules. You flipped the other way around.

I gotta think about that. Am I that anti-airline? And does that mean that you are pro-airline? Hmmm.</description>
		<content:encoded><![CDATA[<p>@ Joe F: </p>
<p>I don&#8217;t doubt that the FAA is led by incompetent people, that make up insane rules. Every institution that makes rules does. I deal with OSHA rules and do you really think they make more sense? </p>
<p>We have also debated the &#8220;security&#8221; measures that the TSA enforces on the public and that made you buy your own plane. They make no sense whatsoever. However, since they are rules, they are enforced on everybody that flies. And if you protest, or even joke, you get in trouble. Every kid older than three knows that ignoring rules gets you in trouble.</p>
<p>AA (and the other airlines) *chose* to not comply completely with the rules, because they thought they knew better. Or because they didn&#8217;t care. Or because they were lazy. Whatever. They *could have* instructed their techs to be precise in the 1&#8243; spacing. They *chose* not to. In fact, as they rules usually come in thick manual, they actually went out of their way to study it and ignore it. Well, then you can expect that some day, some inspector is gonna whine about it.</p>
<p>Safety regulations are there to keep people safe. Overall, the reduction of accidents hopefully ways up to the frustration of the rules and especially the nitty gritty ones. But that is besides the debate here.</p>
<p>Ignoring safety regulations is gonna bring you into trouble in the end. AA management should have know and jumped through the silly hoop. They *chose* not to do that, and now they get hammered. </p>
<p>It is incompetent management to let your company get to a stand still because you ignored the rules. AA should behave like the big boy they usually are when they enforce their own rules on customers and employees. They shouldn&#8217;t start crying like little babies when some rules are enforced on them.</p>
<p>I feel bad for the stranded customers and their employees, who are paying for this incompetent management. I have no mercy on the management. Especially since they probably will leave with a nice bonus. Most likely in cash, because AA stock will not be worth very much when this is over.</p>
<p>In the long run, I am not worried. Some other airline &#8211; hopefully one that does comply with the rules &#8211; will take over the routes, planes and personnel of AA. </p>
<p>People need to fly, few can afford their own plane, so there will be airlines.</p>
<p>BTW: Have you noticed that both of us have changed positions in this case as opposed to the Mr M vs SW case? Here, I side with the regulation enforcer (FAA), while I don&#8217;t care about the enforcee (AA),  while in the other case I felt more sympathetic with the enforcee, being upset with the enforcer (SW) and their silly rules. You flipped the other way around.</p>
<p>I gotta think about that. Am I that anti-airline? And does that mean that you are pro-airline? Hmmm.</p>
]]></content:encoded>
	</item>
	<item>
		<title>By: Joe Farrell</title>
		<link>http://www.elliott.org/blog/please-do-not-speculate-to-our-customers-and-just-use-the-guidelines-in-your-conversations/comment-page-1/#comment-10902</link>
		<dc:creator>Joe Farrell</dc:creator>
		<pubDate>Fri, 11 Apr 2008 14:15:56 +0000</pubDate>
		<guid isPermaLink="false">http://www.elliott.org/?p=4956#comment-10902</guid>
		<description>Jasper:  Obviously you have never dealt with the FAA . . .as a pilot and an aircraft owner [and darned happy about it right now - since I control every element of the maintenance of the airplane in which I fly ;-)]  The FAA is a huge bureaucracy which has no conception of reality.

Recently, for an airplane flown by us little guys, they issued an airworthiness directive for an entire make and model of airplane requiring removal and inspection of the exhaust system since there failures from bad welds.  Fair enough.  It needed to  be done.  However, this particular airplane comes with two different engines from two different manufacturers using two completely different exhaust systems.  

Did FAA know in advance, despite that information being in their records pertaining to this make and model?  Sure.  Did it matter?  No.  When it was pointed out, did they change it?  No - the response to the owners group was &#039;we&#039;ll ground you all if you mouth off to us.&#039;&quot;  Not in so many words but that was the response.  

So, just because its&#039; CALLED a safety inspection or grounding, does not make it so in every instance.</description>
		<content:encoded><![CDATA[<p>Jasper:  Obviously you have never dealt with the FAA . . .as a pilot and an aircraft owner [and darned happy about it right now - since I control every element of the maintenance of the airplane in which I fly ;-)]  The FAA is a huge bureaucracy which has no conception of reality.</p>
<p>Recently, for an airplane flown by us little guys, they issued an airworthiness directive for an entire make and model of airplane requiring removal and inspection of the exhaust system since there failures from bad welds.  Fair enough.  It needed to  be done.  However, this particular airplane comes with two different engines from two different manufacturers using two completely different exhaust systems.  </p>
<p>Did FAA know in advance, despite that information being in their records pertaining to this make and model?  Sure.  Did it matter?  No.  When it was pointed out, did they change it?  No &#8211; the response to the owners group was &#8216;we&#8217;ll ground you all if you mouth off to us.&#8217;&#8221;  Not in so many words but that was the response.  </p>
<p>So, just because its&#8217; CALLED a safety inspection or grounding, does not make it so in every instance.</p>
]]></content:encoded>
	</item>
	<item>
		<title>By: Jasper</title>
		<link>http://www.elliott.org/blog/please-do-not-speculate-to-our-customers-and-just-use-the-guidelines-in-your-conversations/comment-page-1/#comment-10897</link>
		<dc:creator>Jasper</dc:creator>
		<pubDate>Fri, 11 Apr 2008 13:22:47 +0000</pubDate>
		<guid isPermaLink="false">http://www.elliott.org/?p=4956#comment-10897</guid>
		<description>@ Joe F: I knew it! Evil regulations! 

This is not a case of silly rules. This is a case of AA being treated by the FAA like they treat their own personnel and customers. 

Rules are rules. They are there to be followed, whether they are stupid or not. If they didn&#039;t like the rules, they&#039;ve had plenty of time to protest against them. They didn&#039;t. By flying, AA accepted those rules, just as customers (are forced to silently) accept the CoC by getting on a plane. Customers are not allowed to deviate from the rules. Neither should AA techs.

This sounds like a trivial detail - and it probably is -, but it is the FAA&#039;s job to make rules for the safety and to enforce those. When airlines start to interpret those rules to their own liking, you know total chaos will follow. You know that at some point some bean counter at some crappy airline is gonna silently tell its techs to put a piece of tape only every 1 1/4&quot;, just to save on the expensive teflon tape. A plane will go down, and suddenly it&#039;s not the airline that&#039;s at fault, it&#039;s the FAA.

The FAA is under scrutiny from Congress because air travel is a mess. Flights are delayed, prices go up, and customer satisfaction is down. And apparently, one of the things they are doing to get the airlines back in shape, is performing annoyingly exact checks of the rules.

When things go wrong, people often call for more rules. Often it would have been enough to just enforce the existing rules. The FAA is rightfully doing so.

BTW: I have a hard time believing your story is the whole story because I can&#039;t imagine the rules for wiring other airplanes is very different. It must be something specific to these MD80s. It can&#039;t be MD80s are the only planes that have wiring running through them.

I feel *very* bad for the customers, but I am (guiltily) chuckling at AA&#039;s troubles. I hope this makes other airlines very nervous, and that this works as a precedent to get the airline industry back in shape. 

I&#039;d like to remind the airline industry that a reality of a free market with few regulations (something they always say they want) is that bad companies go out of business. And with bad companies, I also mean companies that ignore safety regulations.


______
I&#039;ve had my share of frustrations with safety regulations in my work environment. Some of them are clearly totally insane and thought of by idiots that have never worked in the environment that they regulate. However, once they are there, there is no excuse to not following them. Or at least, you should make it look like you&#039;re following them by having all the mandatory equipment in place, and then ignore it safely when the safety dudes are not looking.</description>
		<content:encoded><![CDATA[<p>@ Joe F: I knew it! Evil regulations! </p>
<p>This is not a case of silly rules. This is a case of AA being treated by the FAA like they treat their own personnel and customers. </p>
<p>Rules are rules. They are there to be followed, whether they are stupid or not. If they didn&#8217;t like the rules, they&#8217;ve had plenty of time to protest against them. They didn&#8217;t. By flying, AA accepted those rules, just as customers (are forced to silently) accept the CoC by getting on a plane. Customers are not allowed to deviate from the rules. Neither should AA techs.</p>
<p>This sounds like a trivial detail &#8211; and it probably is -, but it is the FAA&#8217;s job to make rules for the safety and to enforce those. When airlines start to interpret those rules to their own liking, you know total chaos will follow. You know that at some point some bean counter at some crappy airline is gonna silently tell its techs to put a piece of tape only every 1 1/4&#8243;, just to save on the expensive teflon tape. A plane will go down, and suddenly it&#8217;s not the airline that&#8217;s at fault, it&#8217;s the FAA.</p>
<p>The FAA is under scrutiny from Congress because air travel is a mess. Flights are delayed, prices go up, and customer satisfaction is down. And apparently, one of the things they are doing to get the airlines back in shape, is performing annoyingly exact checks of the rules.</p>
<p>When things go wrong, people often call for more rules. Often it would have been enough to just enforce the existing rules. The FAA is rightfully doing so.</p>
<p>BTW: I have a hard time believing your story is the whole story because I can&#8217;t imagine the rules for wiring other airplanes is very different. It must be something specific to these MD80s. It can&#8217;t be MD80s are the only planes that have wiring running through them.</p>
<p>I feel *very* bad for the customers, but I am (guiltily) chuckling at AA&#8217;s troubles. I hope this makes other airlines very nervous, and that this works as a precedent to get the airline industry back in shape. </p>
<p>I&#8217;d like to remind the airline industry that a reality of a free market with few regulations (something they always say they want) is that bad companies go out of business. And with bad companies, I also mean companies that ignore safety regulations.</p>
<p>______<br />
I&#8217;ve had my share of frustrations with safety regulations in my work environment. Some of them are clearly totally insane and thought of by idiots that have never worked in the environment that they regulate. However, once they are there, there is no excuse to not following them. Or at least, you should make it look like you&#8217;re following them by having all the mandatory equipment in place, and then ignore it safely when the safety dudes are not looking.</p>
]]></content:encoded>
	</item>
	<item>
		<title>By: Deb</title>
		<link>http://www.elliott.org/blog/please-do-not-speculate-to-our-customers-and-just-use-the-guidelines-in-your-conversations/comment-page-1/#comment-10886</link>
		<dc:creator>Deb</dc:creator>
		<pubDate>Fri, 11 Apr 2008 03:32:25 +0000</pubDate>
		<guid isPermaLink="false">http://www.elliott.org/?p=4956#comment-10886</guid>
		<description>I know that American has seemed less than prepared for this fiasco, but they certainly don&#039;t want to BE in this position - think of how much money the airline has lost.

Like Chris, I am feeling so very thankful that my travel last week (on an MD80) was completed without interruption....and that my flight home from a business trip today was a 737.

now, we are all blaming management....however, I would love to see what the Mechanic&#039;s Union is saying about this.....

I am Executive Platinum with American....110 segments last year and 40 so far this year.  I hope that American can recover from this.</description>
		<content:encoded><![CDATA[<p>I know that American has seemed less than prepared for this fiasco, but they certainly don&#8217;t want to BE in this position &#8211; think of how much money the airline has lost.</p>
<p>Like Chris, I am feeling so very thankful that my travel last week (on an MD80) was completed without interruption&#8230;.and that my flight home from a business trip today was a 737.</p>
<p>now, we are all blaming management&#8230;.however, I would love to see what the Mechanic&#8217;s Union is saying about this&#8230;..</p>
<p>I am Executive Platinum with American&#8230;.110 segments last year and 40 so far this year.  I hope that American can recover from this.</p>
]]></content:encoded>
	</item>
	<item>
		<title>By: Chris Guillebeau</title>
		<link>http://www.elliott.org/blog/please-do-not-speculate-to-our-customers-and-just-use-the-guidelines-in-your-conversations/comment-page-1/#comment-10881</link>
		<dc:creator>Chris Guillebeau</dc:creator>
		<pubDate>Thu, 10 Apr 2008 23:03:38 +0000</pubDate>
		<guid isPermaLink="false">http://www.elliott.org/?p=4956#comment-10881</guid>
		<description>Amazing memos, thanks for posting.  I feel a bit selfish in saying that I&#039;m glad I got home to Seattle (from ORD, on MD-80 service) two days before this hit.  I have lots more AA and OneWorld flights coming up, but thankfully only one is domestic and not on MD-80 metal.  

But as for the whole situation, wow.  

Interestingly, I received my AA Platinum card in the mail today. It&#039;s a strange contrast to all the bad news about canceled flights.</description>
		<content:encoded><![CDATA[<p>Amazing memos, thanks for posting.  I feel a bit selfish in saying that I&#8217;m glad I got home to Seattle (from ORD, on MD-80 service) two days before this hit.  I have lots more AA and OneWorld flights coming up, but thankfully only one is domestic and not on MD-80 metal.  </p>
<p>But as for the whole situation, wow.  </p>
<p>Interestingly, I received my AA Platinum card in the mail today. It&#8217;s a strange contrast to all the bad news about canceled flights.</p>
]]></content:encoded>
	</item>
</channel>
</rss>
