American Airlines has implemented a performance-monitoring system called Me@Work for flight attendants, leading to scrutiny from labor advocates and raising questions about employee surveillance. This system collects workplace metrics over the past year to assign scores to flight attendants.
The Me@Work platform includes data such as:
- Passenger satisfaction surveys
- Attendance records
- Operational performance measures
- Flight attendant-related delays
- Compliance with company procedures
- Microsoft Teams usage
- Electronic flight bag compliance
- Timeliness of incident reports
American Airlines describes Me@Work as a tool for providing insight into operational and customer-service performance. However, the Association of Professional Flight Attendants (APFA) sees it as controversial.
Reasons for Controversy
Critics argue many metrics are beyond a flight attendant’s control. Survey results can be impacted by factors unrelated to their performance such as delays and catering issues. Additionally, the measurement of “operational contribution” raises concerns about being unfairly penalized for airline problems.
APFA has voiced concerns about the transparency of the scoring process and underlying data. The union believes employees should review and challenge information affecting their scores, stating, “We continue to have the right to dispute any attendance, performance, or disciplinary issue, including anything arising from our records.”
California Privacy Law Involvement
The controversy is significant in California due to strong privacy protections under the California Consumer Privacy Act (CCPA) and the California Privacy Rights Act (CPRA). These laws grant California residents the right to know what personal information is collected, access data, and request corrections.
The CPRA mandates businesses to inform about data collection practices. APFA seeks more information on Me@Work to ensure flight attendants can challenge performance data. The airline maintains it complies with regulations and no violations have been confirmed by regulators.
Workplace Surveillance Implications
The debate over American Airlines’ Me@Work reflects broader concerns about workplace data collection. While employers argue these systems enhance accountability, employee advocates question score generation, the challenge process, and automation’s role in evaluation.
The issue with Me@Work is less about aviation and more about how much monitoring is appropriate. Newsweek has reached out to American Airlines for details on the data used, employee review capabilities, and potential use of scores for compensation or discipline. Comments from three American Airlines flight attendants are also sought.