American Airlines has launched a new system for monitoring flight attendants’ performance, causing concern among labor advocates. Known as Me@Work, this platform evaluates flight attendants based on a variety of metrics collected over the past year. These metrics include:
- 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
While American Airlines positions Me@Work as an informational tool to aid in professional development, the Association of Professional Flight Attendants (APFA) has noted several issues.
Why the System Is Controversial
Critics argue that metrics may reflect factors outside a flight attendant’s control. Survey outcomes can be affected by issues like flight delays, Wi-Fi problems, catering mishaps, and aircraft cleanliness, which are unrelated to an individual’s duties. The criteria for measuring ‘operational contribution’ also raise doubts, highlighting potential unfair penalization due to broader airline challenges.
The APFA has expressed concerns about the transparency of how scores are calculated and the data used. They advocate for employees’ rights to review, challenge, and correct the information that impacts their scores, stating: “We continue to have the right to dispute any attendance, performance, or disciplinary issue, including anything that may arise from or reflect on our record as a Flight Attendant, regardless [of] how that information is obtained.”
Impact of California Privacy Law
The issue is particularly significant in California, with its strong privacy laws. The California Consumer Privacy Act (CCPA) and the California Privacy Rights Act (CPRA) grant employees the right to know, access, and correct personal data collected about them. These laws require businesses to inform individuals about their data policies.
APFA seeks additional insight into Me@Work’s operations, emphasizing that flight attendants should have the opportunity to contest performance-related data. American Airlines asserts it complies with notice provisions and other requirements, although no violation of California law has been officially determined.
A Test Case for Workplace Surveillance
This debate isn’t limited to aviation. It touches on a broader issue in various industries about the extent of employee surveillance. While companies claim data collection can improve accountability and performance, concerns persist over how performance scores are determined and the ability of employees to contest them.
The future of workplace monitoring remains debated, and for now, American Airlines’ Me@Work system serves as a focal point in this ongoing discussion about employee data privacy and rights.
Newsweek is awaiting responses from American Airlines to clarify data usage in employee scoring, the potential for score reviews or challenges, and any links to compensation, promotion, or discipline. Input from three flight attendants is also being sought for perspectives on the Me@Work application.