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Author
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Topic: Dysfunctional AMR
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Cleared Direct
Junior Poster
Member # 1620
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posted
September 9th, 2003
Peter.Bowler@aa.com - CEO American Eagle Airlines
Linda.Kunz@aa.com - Vice President Of Inflight Services
Rose.Doria@aa.com - Employee Relations
Stephanie.Babish@aa.com - Employee Counsel
Susan.Piper@aa.com - Regional Managing Director
Dear Senior Management Of American Eagle Airlines:
I am writing to you on behalf of one of our Chicago Based Flight Attendants. Her name is Debra McDougald. This is a name that I would like for you to remember very well. It is a name that has weighed very heavy on my mind in recent days.
Debra has fallen victim to one of the most horrific displays of this company's lack of compassion and loyalty to it's employees that I have ever seen displayed in the airline industry.
Debra was flying a 4-day sequence with a temperature of 104 degrees. She did not call in "sick" for fear of the repercussions that would take place because of American Eagle's sick policy and attendance control.
Upon the completion of her trip sequence, and her obligations to her employer ended, she was admitted into the hospital in Richmond, VA. (Her home)
During her overnight hospital stay, she received a telephone call to inform her that her son was murdered in Seattle, Washington.
Before I continue, I want you to think how horrifying of an experience that this must have been for Debra. In the hospital, sick, and finding out that her child has been murdered.
Debra immediately checked herself out of the hospital, against her Doctor's wishes. She contacted Melissa Hendrickson, ORD Flight Service Manager. Debra requested A9 Travel for herself and some family members to go to Seattle to identify her son's body in the morgue.
Debra had to return to Richmond to take care of funeral planning, travel arrangements for her son, and other pressing family matters while still dealing with serious health matters.
She contacted Melissa Hendrickson again a week later to request another A9 Pass to Seattle for herself and her daughter to attend the funeral. Melissa refused to give Debra and her daughter an A9 Pass because she had already used her A9 the week previously.
Debra was not in the right frame of mind to argue the point. So, she decided to D2 with her daughter to Seattle via Dallas. Only, it wasn't that easy. Upon their arrival in DFW, all of the flights from DFW to SEA were oversold.
Later, Debra found out that in fact a flight from DFW to SEA had left with 22 empty seats with no nonrevenue passengers onboard.
Debra contacted Melissa again to request assistance. Melissa offered none. Debra had to arrange for a hotel room for her and her daughter. The next day, the flights were still oversold. Debra contacted Southwest Airlines and they accommodated her on an ID-90 status.
Moreover, during her trip to Seattle from Dallas on Southwest, one of the stopovers created an oversold situation and all of the non-revs were asked to deplane. When Debra explained the situation to the agent for Southwest, the airline PAID $200.00 to two revenue passengers to deplane so that Debra and her daughter, two NONREVENUE passengers can get on the flight to Seattle.
It is pretty sad when you have to go to an airline in which you don't even work for to be accommodated during such turmoil. To be perfectly honest, I don't understand how American Eagle can be so incredibly heartless.
Debra has brought this to the attention of the Union. There were no contractual violations. No grievance will be filed. But, unlike the company's display, her Union is here for her to support her and offer assistance.
This tragedy that Debra has had to endure will not be out of her thoughts for years to come. She is permanently scarred from what she has been through. No employee of AMR should ever have to go through this.
Debra and myself have talked many hours about this. I asked her what she would like to see come out of all of this. Her selfless and unselfish response to me was "I want to make sure that this never happens to another employee ever again."
I'm going to help her.
I would like to request the following:
1. An immediate investigation to begin on Melissa's behavior towards Debra McDougald. Her lack of compassion to this situation makes me seriously doubt her ability to be in management and lead by example. Furthermore, her inability to assist Debra when it was so desperately needed has left herself with a reputation of someone who cannot be trusted.
2. A revamping of company policy on A9 Travel to include Union Representation for input on issues that we have learned from this tragic event. As a result of this incident, I have searched JetNet to find no information available to employees in need of emergency assistance.
3. A letter of commitment to every employee that American Eagle is dedicated to it's employees and will think outside the box for extenuating circumstances and will assist their employees whenever possible.
4. A letter of apology to Debra McDougald for having to endure such a lack of compassion on the company's part. While this will not erase what has happened, it is certainly a way to show that the company seriously does care for it's employees and identifies and acknowledges that there is room for major improvement.
5. A letter of recognition to Southwest Airlines Director Of Customer Service for showing such compassion to a F/A that is not employed by SWA.
6. A meeting with the recipients of this e-mail so that Debra can share her story with you firsthand. It is important that you put a face to the name. It is important that you hear how she was treated.
The requests that I have made are not unreasonable. The company is accountable for it's actions, as we, the employees are. I will await to hear from you in regards to the requests that I have made.
In closing, I would hope that this e-mail speaks for itself. You are the senior members of management for American Eagle Airlines. The rule makers so to speak. You have the power to ensure that this never happens again. Now that you know, I hope that you do something about it diligently. There are thousands of employees in this company and we count on you to do the right thing. Now, here's your chance.
Debra McDougald - a loyal employee of American Eagle. Remember her name well.
Regards,
Bill Hennessey
MEC President
American Eagle Airlines
Association Of Flight Attendants - American Eagle Airlines MEC
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L1011Ret
Post Captain
Member # 1792
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posted
Ugh...Cleared Direct, I'd like your permission to post this on another BB? Thanks.
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KarenLF
Post Captain
Member # 464
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posted
Cleared Direct,
Please, please let me know if you have received an answer.
I do not know Debra McDougald.....but, I would truly like to know how she is doing.
Sincerely,
Karen
AE
Posts: 194 | From: CYS
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TWA Fan 1
Post Captain
Member # 1926
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posted
First, my condolences go out to Debra and her family. What an unspeakable tragedy.
Second, how can one not be floored by the crass inhumanity exhibited by the ORD Flight Service Manager?
But while Melissa Hendrickson may have been the manager is this specific case, the problem at AMR is one of corporate governance. Although I have never been an AMR employee I have experienced grossly rigid behavior at the hands of AA employees. It has happened often enough that it is clear to me that this is what the company expects of its employees.
Melissa Hendrickson may have been more zealous than most middle managers in her position, but she was only doing what she believed AMR expected of her.
That has to change. The airline business is a service business and the last thing AMR needs now is to continue alienating both employees and potential customers with its grossly heavy-handed style of conducting business.
[ 09-11-2003, 15:34: Message edited by: TWA Fan 1 ]
Posts: 400 | From: Brooklyn, NY
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Bob Ritchie
Post Captain
Member # 1035
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posted
When I read...
.... the above cruelness of Eagle and the kindness of SWA;I choked up trying to tell my wife. So typical of SWA.
A friend of mine also recieved one of the most powerful demonstrations of SWA's dedication to "people" in 1994. Allow me....
My friend had been a pilot for old Midway Airlines. Just before he checked out as a captain...Midway went out of business. He then took a job with Braniff II. That lasted about 3 months and they went belly up. He tried to get hired by TWA and was rejected. Who knows why.
Finally he went to work for SWA as a ramp agent, making minimum wage...while he waited for "something" to develope. A retired OZA captain loaned him the money to get a type rating in a 737; so he could qualify for an interview at SWA as a pilot.
A year or so went by...he got the interview. Time passed as he continued to work the ramp.
With Christmas coming up the local station planned their Christmas party; small gifts were to be given out by the station manager. Unknown to my friend; SWA had decided to hire him as a pilot. Rather than notify him in the traditional manner...the Chief Pilot called the station manager and told him. The chief pilot suggested to the station manager that he "do something special" for my friend at the Christmas party.
As the party proceeded; the station manager passed out the gifts: baseball caps and little tokens. Then he called my friend forward to recieve his gift.
The station manager handed my friend an acceptance letter from the Chief Pilot and a F/O's pilot hat!! A standing oviation ensued. My friend began to cry and became so overcome with emotion that he melted down into a kneeling position!!
My friend has been a captain at SWA for over 5 years now....and would give his life for SWA!
True Story,
bob ritchie
Posts: 1733 | From: Warren County, Missouri
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Bob Ritchie
Post Captain
Member # 1035
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posted
Didn't want to spoil the SWA story so..,
...I kept this one seperate. Even my beloved Ozark Airlines could demonstrate the ignorant and cruel behavior toward it's employees that the Eagle F/A experienced.
In 1984 my F/A wife and I were flying an OZA trip together. While at an out station; we recieved notice that my mother had died. We finished the trip and returned to the DOM at the end of the day. OZA gave their F/As three days off for a death in the family. My mother's funeral was not until three days after her death.
OZA's F/A management considered the first day of moms death to be day "one"; even though she died while we were flying. When it came time for the funeral, three days later, OZA would not let my wife out of her next trip; to attend the funeral.
When my wife protested; she was advise..."you should have gotten off on day one!" "Sorry!"
We should have gotten off day one?!? To do that we would have had to have gotten off the trip before mom's death!
Give me a break!!
On another occassion a F/A friend of ours was denied time off to attend her father's funeral. It was the coldest winter on record and the ground was so frozen that the grave could not be prepared within three days.
In each case the F/A decided to be sick. No other alternative! Makes one wonder doesn't it?
Bob Ritchie ![[Frown]](frown.gif)
Posts: 1733 | From: Warren County, Missouri
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B-757-200
Post Captain
Member # 430
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posted
quote:
Originally posted by TWA Fan 1:
Second, how can one not be floored by the crass inhumanity exhibited by the ORD Flight Service Manager?
We're AMERICAN Airlines....something SPECIOUS in the Air...!
I'd expect nothing less from them.
What cold-blooded scumbags. Typical.
Posts: 1278 | From: Los Angeles,Ca,USA
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Cleared Direct
Junior Poster
Member # 1620
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posted
Management responds:
Bill Hennessey
MEC President
Association of Flight Attendants AFL-CIO
17349 SW 142nd Court
Miami, FL 33177
Dear Bill,
We received your letter describing the tragedy endured by Chicago based flight attendant
Debra McDougald and your assessment of American Eagle’s responses to her requests for assistance.
Out of respect for Debra’s situation, we don’t intend to broadcast a detailed response to
all of the accusations you outlined. However, upon receipt of your letter we immediately
began an investigation into the statements you made and the facts presented regarding
Ms. McDougald’s situation and will continue that work so that we understand exactly what occurred. Clearly, if all the statements in your letter are accurate, we should have done a
much better job of responding to Ms. McDougald’s plight. To this point, however, we have
been unable to verify at this time that events unfolded as you say.
I assure you that every manager at American Eagle is committed to assisting our employees
in any way we can when tragic, emergency situations like these occur. In fact, the company’s
A9 policy will be re-iterated to our flight managers within the coming days.
Ms. McDougald’s situation is indeed tragic and we are extremely sorry for her loss.
We have reached out to her directly, and will assist her in whatever way we can.
In the meantime, I encourage you to call me directly so that we can both get a better understanding of what happened and how things could have been handled better.
Sincerely,
Linda Kunz
Vice President – Flight Services
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Cleared Direct
Junior Poster
Member # 1620
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posted
President Peter Bowler Responds To Employee Outrage Regarding F/A Debra McDougald's Tragic Injustice:
"Debra's loss is tragic. I have children and can only imagine how she must feel. She has all of our sympathy. Before you rush to judgment about the assistance provided by American Eagle I suggest you get the full story. Have you spoken to with any of those people accused of such poor and insensitive behavior ?
Like so many issues at Eagle and American, a few facts, combined with an equal or greater amount of falsehoods, makes for great rumors. Rumors designed to elicit just the kind of immediate/gut responses you have articulated.
Please try to get the facts before you conclude that your company is as disrespectful of its people as you apparently believe.
Peter Bowler"
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Cleared Direct
Junior Poster
Member # 1620
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posted
The following message has been sent to American Eagle Flight Attendant, ALPA Officers, posted on the MEC Web Site (www.afa-ae-web.org)
Dear American Eagle Flight Attendants:_
This evening I write to you with a heavy heart. I have spoken with Linda Kunz, Vice President of Flight Service in regards to the company's response over the Debra McDougald situation._
The company has taken a stand that the responsibility for the lack of compassion lies on Debra McDougald. Melissa Hendrickson, Chicago Flight Service Manager, has taken no responsibility for her actions. In fact, during the ongoing investigation that the company is currently conducting, Melissa has created her own version of what she believes is the truth._
Melissa claims that the reason why Debra's second request for A9 Travel was refused was because Debra did not tell Melissa that she was going to her son's funeral. Melissa maintains the position that Debra merely contacted her to request A9 Travel because Debra and her daughter were on vacation and she was stuck in Dallas in an attempt to get to Seattle._
I would like for you to keep in mind that just six days previous to this, Melissa authorized a request for A9 travel for Debra and her family to Seattle and was completely aware of the circumstances._
My question has remained unanswered. Why did Melissa not authorize A9 travel for Debra to attend her son's funeral? There is no logical reason. No common sense has been exercised._
American Eagle Airlines has never been the type of corporation to take responsibility for their actions. Rarely do its employees step up to the plate and force the company to look at themselves. Today, our company has overstepped its bounds and I am personally holding them accountable._
I am asking for your help. As I have said many times in the past, your Union Leaders are only as strong as you - the member - make us. I am asking for your full support. I am asking for you to allow me to use your voice to make a very loud and powerful statement to our company._
That statement is "Enough Is Enough - Treat us with respect, dignity, compassion, and take responsibility for your actions!”_
The response to my original e-mail has been posted on AEINFLIGHT.com, American Eagle’s Inflight Departments web page. The company is clearly acknowledging the union’s presence in this matter._
Earlier today, I was on a conference call with Susan Piper, Regional Managing Director in Chicago and Debra McDougald. Susan had informed Debra that the “company” has decided to remove Debra from her trip, which is scheduled to begin on Friday with pay. I had asked why was the company removing Debra from her trip. The response from the company was “Because the letter posted on the MEC Website has sparked a lot of controversy”. In other words, they don’t want you – the flight attendants – to speak to Debra and hear her story directly._
I immediately informed the company that this was a direct violation of Debra’s rights. The company’s position then changed to “offer” Debra the choice. Again – the company is not willing to take the responsibility to admit that they were clearly wrong._
It is quite apparent that the company is not happy that this situation has come to light. Clearly it is their intent to discredit this situation as “the employees fault”._
At approximately 7:00PM EST this evening, I received a telephone call from a Chicago Based Flight Attendant to inform me that there was a “hand written” letter taped on the Union Board in the Chicago Crew Room. The letter said:_
“Interesting – did you know that your MEC President, Bill Hennessey, is on full-time Flight Pay Loss recovering from an elective plastic surgery while your union dues dollars pay for his time off of work”_
I would like to address this issue._
It is true. I have recently had surgery (August 25th, 2003). The surgery was a result from an Injury On Duty that I sustained back in June of 2001. My first surgery was in January of 2002 and the second procedure was done two weeks ago. I am on Workers Compensation. This can be verified by contacting American Eagle's Workers Compensation Management Company, Specialty Risk Services at 1-877-300-6187._
It is my belief that this letter posted in Chicago’s Crew Room was a tactic to discredit me. The AMR Corporation is notorious for Union Busting Tactics. In fact, the company employs Attorneys that work for the United States largest Union Busting Law Firm “Ford And Harrison”. These attorney’s are used in Arbitrations and Grievances that are filed on your behalf._
While I am not accusing the company of writing this letter, I cannot be certain that they didn’t. I am sharing this information with you so that you may draw your own conclusions. My calendar has been on the MEC Web Site since my election in December of 2002. I have nothing to hide. The company apparently does._
The events that have taken place in the past couple of days has unified the American Eagle Flight Attendants and Pilots more so than we have ever seen before. As a result, the company is pulling out all of the punches. Simply put – they are not happy._
Our accomplishments will be celebrated. We will not stop until this company treats us with respect, dignity, and compassion._
Tomorrow, I will be sending you a “Call To Action”. I have directed the International Office of the Association Of Flight Attendants to author an “E-Activist” form that will be e-mailed to every Flight Attendant in our database. In addition, the letter will be posted on EagleLounge.com for the pilots participation._
This E-Activist will ask you to enter your name, employee number and ID. When you click “enter” – it will generate a printed letter that will be faxed to every Inflight Office system wide, including the offices of Senior AMR Management. In addition, e-mails will be auto generated to all of management._
Ladies and Gentlemen – the time for unity is now. Our voice is booming. Let’s make it loud and proud. We are the Flight Attendants of American Eagle – there is NOTHING we cannot accomplish by standing together in solidarity._
__________________
Bill Hennessey
AFA MEC President
www.afa-ae-web.org
afamiamilec@aol.com
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TWA Fan 1
Post Captain
Member # 1926
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posted
As a passenger who has been on the receiving end of the hostile atmosphere engendered by AMR's management too many times, I fully support the campaign to support Debra McDougald.
The ultimate goal is to create a work environment characterized by respect, support and a team spirit. That kind of airline would benefit not employees and passengers alike, but ultimately management as well since they would end up with a better, more profitable enterprise.
[ 09-12-2003, 07:44: Message edited by: TWA Fan 1 ]
Posts: 400 | From: Brooklyn, NY
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Cleared Direct
Junior Poster
Member # 1620
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posted
Dear American Eagle Employees:
My name is Debra McDougald and I would like to thank all of you for your support during this trying time. I am overwhelmed to know that there are so many of you standing together and by my side to make things right. You are my Brothers and Sisters in Unity and I am extremely grateful.
As I am sure everyone knows, it is not an easy thing to have your personal life exposed. However when I took the time to really think about my experience, I felt that it was necessary. While it was a difficult decision to go public with my situation, I felt it necessary because of all of the other employees at American Eagle whom have suffered so much because of the lack of compassion shown to them in their time of need. After hearing so many stories of similar incidents since my story went public, I confirmed that I have made the right choice.
I have only one goal. That is to ensure that no other employee of this airline will ever have to endure the hardships that I have had to deal with. Call it my motherly instinct, but, I really do care about my fellow coworkers and I am prepared to do whatever it takes to make sure that this, indeed, will never happen again.
I initially wrote a letter telling my union my terrible ordeal. I knew that there was nothing “contractually” that could be done, but I wanted to the Union to know that I was mistreated and I didn’t want to just sit back and not do anything about it. I want the problem fixed, not brushed under the rug._The Flight Service Managers are here to help us. While they may not have to demonstrate sympathy for our personal issues, they should, at the very least, show empathy.
It really is a sad situation when all your asking for, is an apology, acknowledge that an error in judgement was made and look into the situation so no one else has this happen to them. Instead of this simple solution, we face inaccurate emails being sent out and attempts to discredit myself, along with the Union that represents and speaks for me._
I am looking forward to putting all of this behind me and having the ability to move on. However, I do not want this these issues to go unanswered. I want my Union to represent me. My Union speaks for me and I support them 100 percent._
In Solidarity,
Debra McDougald
American Eagle Airlines
Chicago Based Flight Attendant
Submitted By:
__________________
Bill Hennessey
AFA MEC President
www.afa-ae-web.org
afamiamilec@aol.com
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