FORT WORTH, Texas–A union representing more than 30,000 American Airlines flight attendants is challenging the carrier’s decision to require employees to complete credit card sales training, arguing the mandate could improperly expand their job responsibilities beyond those established in their collective bargaining agreement.
According to aviation news website PaddleYourOwnCanoe.com, the Association of Professional Flight Attendants (APFA) has raised concerns after American Airlines included a credit card sales module among mandatory online training requirements for flight attendants.
Although participation in the airline’s onboard credit card sales program remains voluntary, all flight attendants are now required to complete the training or potentially face disciplinary action, including dismissal for failing to meet mandatory training requirements, the publication reported.
The requirement places credit card sales instruction alongside other mandatory training covering such matters as human trafficking prevention, de-escalation of disruptive passenger incidents and changes to onboard safety procedures.
Union Says Requirement Raises Contract Issues
The APFA argues that requiring credit card sales training could violate provisions of its collective bargaining agreement defining the responsibilities of flight attendants.
“Our Scope is one of our most important protections,” the union told members in a memo cited by PaddleYourOwnCanoe.com.
“It is what prevents management from redefining what a Flight Attendant is and what they can be required to do on a whim,” the union added.
The dispute centers on the distinction between voluntary participation in the airline’s credit card marketing program and mandatory training that could make selling financial products a more formal part of flight attendants’ responsibilities.
Currently, American Airlines flight attendants may choose whether to promote the carrier’s co-branded credit cards during flights. Those who participate can earn commissions for applications that are subsequently approved.
Credit Card Partnerships Are Major Revenue Source
The dispute highlights the growing financial importance of airline credit card partnerships and loyalty programs, which generate substantial revenue for major U.S. carriers.
American Airlines passengers are accustomed to hearing onboard announcements promoting co-branded credit cards, often featuring special introductory offers or bonus loyalty miles.
However, because participation in the sales program is voluntary, those announcements are not made on every flight.
PaddleYourOwnCanoe.com reported that American Airlines has been working to increase flight attendant participation in the program.
Earlier this year, aviation industry commentator JonNYC reported on social media platform X that the airline was undertaking a major effort to encourage more onboard credit card sales, including promoting the commissions flight attendants could earn to pay down loans or finance travel.
Flight attendants participating in the program are generally expected to read prepared announcements describing the credit card offers.
However, the publication noted that some employees have departed from approved scripts, potentially making inaccurate representations about card benefits or promotional offers.
Standardized training could help reduce those problems while preparing employees who voluntarily decide to participate in the sales program.
Credit Card Sales to Be Added to Employee Tracking System
The training controversy also comes as American Airlines prepares to add credit card sales performance to an employee monitoring system known as Me@work.
According to PaddleYourOwnCanoe.com, the online portal tracks several employee performance measures, including:
- Customer satisfaction ratings.
- On-time performance.
- Employee sickness and attendance.
- Other operational and performance metrics.
- Credit card sign-ups, which are expected to be added to the system.
The APFA has previously raised objections to the Me@work platform, particularly the use of customer satisfaction scores to evaluate individual flight attendants.
The union argues that it is difficult to accurately attribute a passenger’s satisfaction or dissatisfaction with an entire flight to the performance of a particular crew member.
