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Consumer Focus Groups Fault American Airlines' Flight Attendants.
Knight Ridder/Tribune Business News, April, 2004
By Eric Torbenson, The Dallas Morning News Knight Ridder/Tribune Business News
Apr. 14--Poor service from flight attendants may cost American Airlines Inc. crucial business customers in the Northeast, according to focus groups with some of the carrier's top customers.
Fort Worth-based American detailed the bad news in a recent letter sent to thousands of flight attendants u and asked them to improve their performance.
If it weren't for American's schedule and frequent-flier program, top corporate fliers said, they'd switch carriers, according to the letter from American regional manager John Tiliacos. Travel managers at major companies "are being pressured by their employees to seek an alternate carrier to do business with instead of...
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