AA tells FAs 'don't be so nice'

Paul Heymont 11/17/232:00 PM

American Airlines flight attendants have apparently been a bit too nice to non-premium passengers who need a blanket or pillow or maybe a treat to make things a bit nicer on occasion.

Gary Leff, of View From The Wing, has published a memo from AA that was tweeted by another blogger, warning the FAs to "please refrain from offering Premium Cabin amenities/service items (i.e. pillows, blankets, amenity kits, and certain food items) to customers who are not seated in a Premium Cabin."

In the memo, the airline says it's doing this in the name of 'consistency,' starting the text with "As part of our commitment to ensuring a consistent customer experience..." Leff points out that the usual passenger complaint about consistency is that items that should be offered aren't, not that there are complaints about an occasional extra.

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