American Airlines has rolled out a new system aimed at monitoring flight attendants’ performance, which is attracting attention from labor advocates. This system, known as Me@Work, calculates a score based on various operational parameters collected over the preceding year.
About the Me@Work System
The platform relies on several data points, including:
- Passenger satisfaction surveys
- Attendance records
- Operational performance data
- Delays linked to flight attendants
- Adherence to company procedures
- Usage of Microsoft Teams
- Compliance with electronic flight bag protocols
- Promptness of incident reporting
According to American Airlines, Me@Work is not meant to serve as a disciplinary tool. The company describes it instead as an informational resource to help flight attendants evaluate their performance in operations and customer service. This statement comes from the Association of Professional Flight Attendants (APFA), the body representing American Airlines flight attendants.
Why the System Faces Criticism
Many critics argue that some of the performance metrics might be influenced by factors outside a flight attendant’s control. Passenger survey outcomes, for instance, can be negatively impacted by flight delays, Wi-Fi issues, or problems with catering and cleanliness. These are matters that do not directly reflect a crew member’s performance. Concerns have also been raised about how ‘operational contribution’ is calculated, suggesting flight attendants might be unfairly penalized for wider issues within the airline’s operations.
APFA has cited concerns about the transparency of the score generation process and the data forming its basis. The union maintains that flight attendants should have the ability to review, contest, and amend information affecting their scores. They insist on the right to challenge any issues related to attendance or performance that may appear in their records.
California Privacy Concerns
California’s stringent privacy regulations have come into play because of the state’s expansive privacy protections. The California Consumer Privacy Act (CCPA) and the California Privacy Rights Act (CPRA) afford residents certain rights regarding personal data. These rights include understanding what information is collected, how it’s used, accessing the data, and requesting corrections.
APFA seeks more information about the operational aspects of Me@Work and stresses the need for flight attendants to challenge performance information in their records. Meanwhile, American Airlines claims it complies with current legal requirements and has provided necessary notifications. No regulatory body has yet determined that the airline breached California law.
Implications for Workplace Monitoring
The Me@Work debate emerges at a time when employers increasingly use data to monitor employees. While proponents argue that such systems enhance accountability and optimize performance, critics voice concerns over data-driven evaluations and the ability for workers to contest them.
The controversy surrounding American Airlines’ rating system raises a broader issue seen across industries: at what point does employee monitoring become excessive?
Newsweek has reached out to American Airlines for details on the data used in the Me@Work system, as well as any potential link between scores and compensation or promotion. Comments from three American Airlines flight attendants have also been sought.