American Airlines flight attendants urge for new CEO to restore customer trust amid declining confidence in the airline.
Unions representing a significant number of pilots and flight attendants at American Airlines have publicly expressed concerns regarding the efficacy of the airline’s CEO, Robert Isom. Following months of dissatisfaction and unrest among employees, the board of directors of the union representing approximately 28,000 flight attendants recently passed a formal vote of no confidence in Isom’s leadership.
The dissent culminated in a protest held on Thursday outside the company’s headquarters in Fort Worth, Texas. Workers are advocating for a change in leadership and the implementation of a more credible turnaround strategy. This employee discontent is exacerbated by the airline’s troubling start to 2026, which included the cancellation of over 10,000 flights during the Winter Storm Fern, making it the highest number of cancellations among major carriers. This situation was particularly challenging for American Airlines as its hubs in Charlotte, Dallas, and Philadelphia were among those most severely impacted by the storm.
American Airlines holds a dominant position at Philadelphia International Airport, responsible for roughly 70% of the airport’s nearly 29 million passengers in 2024, significantly outpacing its nearest competitor, Frontier Airlines. Additionally, the airline ranks among the top ten employers in Philadelphia, with approximately 10,000 employees in the region.
Financially, American Airlines has faced significant difficulties, reporting a net profit of only 1 million last year—an 87% drop compared to the previous year. In contrast, competitor Delta Airlines recorded a billion profit. Contributing factors to American’s struggles include reduced travel demand influenced by economic uncertainties and the effects of a government shutdown last fall.
American Airlines has faced criticism for its low customer satisfaction ratings. The airline ranked near the bottom in several categories in the Wall Street Journal’s annual airline rankings, including metrics such as on-time arrivals and mishandled baggage. U.S. Department of Transportation data indicates that only 73% of American flights arrived on time in 2025, the lowest among the ten largest U.S. airlines. Furthermore, a J.D. Power survey highlighted American’s last-place status in customer satisfaction for first and business-class passengers.
In a recent letter addressed to the airline’s board, a union representing 16,000 pilots characterized the airline’s trajectory as one of underperformance with unresolved operational and cultural issues. Robert Isom, who took over as CEO in 2022 after serving in various senior roles, remains optimistic about American’s potential for recovery. He has outlined plans to enhance the customer experience, including the introduction of premium seating options, improved Wi-Fi connectivity, and expanded lounge locations.
To address the operational challenges, the airline is reportedly restructuring its schedule at Dallas Fort Worth International Airport. Isom has expressed his belief that 2026 will mark the beginning of positive changes for American Airlines as it seeks to revitalize its reputation and boost its performance in a competitive market.
