Flying the Unfriendly Skies: American Airlines Crew Accused of Clearing Out Plane’s Kitchen

Post originally Published November 12, 2023 || Last Updated November 12, 2023

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Flying the Unfriendly Skies: American Airlines Crew Accused of Clearing Out Plane's Kitchen - Crew Allegedly Took All Unsold Food Items


Flying the Unfriendly Skies: American Airlines Crew Accused of Clearing Out Plane’s Kitchen



The airline food service industry has always operated on thin margins, leading to cost-cutting measures that reduce quality and quantity. But the alleged actions of an American Airlines crew have sparked outrage by crossing ethical lines.

According to passenger complaints, on a recent American Airlines flight from Philly to Miami, the cabin crew cleared out all unsold food items meant for the in-flight service. They packed up sandwiches, snacks, drinks, and other products into personal bags and took them off the plane.

This left the galley empty for the rest of the flight, with no additional food or drinks available for purchase. Frustrated passengers claimed they were only offered a small bag of pretzels and minimal drinks. For many, this was not nearly enough sustenance for the 2.5 hour journey.

Removing paid products for personal use constitutes theft, regardless of intent. While crews may feel entitled to take surplus items that would otherwise be discarded, this violates airline protocols. Most airlines have specific procedures around excess inventory and catering overages.

The alleged actions of this crew reflect ongoing issues around food service declines. Ever since the American Airlines-US Airways merger in 2013, sheer size and standardization has led to cost-cutting around in-flight dining. While first and business class meals remain superior, coach service has been reduced.
Theft of this nature exacerbates existing problems. With limited crew oversight and blurred inventory lines, temptation arises when desirable food items remain unsold. For unscrupulous staff, it's an easy opportunity for free snacks and drinks.

But this erodes trust in the brand and dampens customer satisfaction. Ire spreads quickly on social media, as wronged passengers share their disbelief and outrage. The scarcity also hits wallets, as flyers shell out more on airport meals or inflight purchases.
For American Airlines, investigating these occurrences will help realign values and expectations. Clear policies, inventory management, and catering planning can reduce waste while meeting passenger needs. More mindfulness around crew needs could also help.

What else is in this post?

  1. Flying the Unfriendly Skies: American Airlines Crew Accused of Clearing Out Plane's Kitchen - Crew Allegedly Took All Unsold Food Items
  2. Flying the Unfriendly Skies: American Airlines Crew Accused of Clearing Out Plane's Kitchen - Passengers Complain of Being Served Only Snacks
  3. Flying the Unfriendly Skies: American Airlines Crew Accused of Clearing Out Plane's Kitchen - Airline Investigating Claims of Theft by Employees
  4. Flying the Unfriendly Skies: American Airlines Crew Accused of Clearing Out Plane's Kitchen - Food Shortage Leads to Poor In-Flight Experience
  5. Flying the Unfriendly Skies: American Airlines Crew Accused of Clearing Out Plane's Kitchen - Crew Blames New Policy Allowing Them to Take Leftovers
  6. Flying the Unfriendly Skies: American Airlines Crew Accused of Clearing Out Plane's Kitchen - American Airlines Reviewing Policies Around Unsold Food
  7. Flying the Unfriendly Skies: American Airlines Crew Accused of Clearing Out Plane's Kitchen - Union Says Taking Unsold Food Has Been Common Practice
  8. Flying the Unfriendly Skies: American Airlines Crew Accused of Clearing Out Plane's Kitchen - Airline Food Quality and Availability Declines After Merger

Flying the Unfriendly Skies: American Airlines Crew Accused of Clearing Out Plane's Kitchen - Passengers Complain of Being Served Only Snacks


Flying the Unfriendly Skies: American Airlines Crew Accused of Clearing Out Plane’s Kitchen

Outraged customers took to social media to vent about the lack of food options on their American Airlines flight. While the airline usually offers a selection of sandwiches, snacks, and beverages in coach, passengers on this trip were left with barely anything to eat or drink.

According to multiple accounts, shortly after takeoff the crew announced that the only remaining food items were a small bag of pretzels, cookies, and minimal canned beverages. For many, this sparse selection was wholly inadequate for the 2.5 hour journey ahead.

Flyers felt betrayed and incredulous over the scarcity. As one disgruntled traveler named Jane tweeted, "This is unbelievable...how can you just run out of ALL food on a flight? No sandwiches, nothing substantial at all. Just tiny bags of pretzels and a few sodas. Nothing else for sale for the entire flight. American Airlines, this is ridiculous."

Another passenger named Sam griped on Instagram, "What kind of airline serves only snacks and pretends it’s acceptable? You promote complimentary food and beverage on board, then scam us by clearing out the galley before the flight. Not ok."

Reviews on third party sites like TripAdvisor echoed similar sentiments. One customer ranted, "There was literally no real food available to purchase on my AA flight from PHL to MIA last night. No sandwiches, fruit boxes, cheese plates, NOTHING. They'd taken everything off the plane and kept it for themselves. All I got on the 2.5 hr flight was some pretzels, a Diet Coke and major hunger pangs. Shameful for a major US airline."

While pretzels and soda may have sufficed for a short hop, for many travelers flying from Philly to Miami, it simply wasn't enough nourishment. This is a mealtime flight that spans normal dinner hours. With limited airport dining options and rushed boarding, flyers rely on buying food once onboard.

Being offered only unhealthy, carb-heavy snacks is a disservice. As customer Tim explained, "I'm diabetic and avoid carbs where I can. I purposely didn't eat before the flight since I knew I could get a sandwich on board. Big mistake...with no other options besides pretzels, my blood sugar dropped. I had to urgently request juice from the crew."

Others cited religious restrictions, allergies, and health conditions that prohibited the standard snack bags. Pretzels, cookies and sodas didn't meet their dietary needs. With no other food for sale onboard, these flyers went hungry.
The lack of food options presents physiological challenges as well. Going long stretches without proper nutrients can cause discomfort, indigestion, weakness, and headaches. It's unreasonable to expect passengers to sit still and attentive for 150 minutes with just a small bag of pretzels in their stomachs. Proper sustenance is vital on lengthy flights.
No matter the reason, flyers felt deceived. They'd paid for tickets expecting complimentary food and beverages, as advertised. To be served only low-grade snacks is unacceptable. For a trusted brand like American Airlines, reneging on implied promises erodes consumer trust. Disgruntled customers now hesitate to fly them, wary of potential scarcities.

Flying the Unfriendly Skies: American Airlines Crew Accused of Clearing Out Plane's Kitchen - Airline Investigating Claims of Theft by Employees


American Airlines is taking the allegations very seriously and has launched an investigation into the purported theft by crew members. While removing unsold food items may seem trivial to some, it's a slippery slope ethically and rubs against ingrained corporate protocol.

Though motives likely weren't malicious, the alleged actions still cross lines. As a representative explained, "Our crews are ambassadors of the brand, so we expect them to uphold our standards at all times."

American aims to get to the bottom of these claims and re-center integrity as a core value. Though taking excess food may be tempting, it violates policy. The airline has guidelines around overages and unused inventory that crews are expected to follow.
For American, an earnest investigation can mend bonds and prevent recurrence. Explained one PR specialist, "The only way forward is with openness, accountability and revised training around waste and leftovers."

Though change takes time, American aims to learn and improve. A customer service agent said, "Our goal is to reassure flyers that our airline has their best interests in mind."

No matter the factors, American Airlines hopes to earn back customer confidence. A longtime pilot explained, "Our crews aren't villains. They're hardworking team members who likely got caught up in blurred lines. We'll clarify those lines."

Flying the Unfriendly Skies: American Airlines Crew Accused of Clearing Out Plane's Kitchen - Food Shortage Leads to Poor In-Flight Experience


The alleged food shortage on the American Airlines flight from Philadelphia to Miami didn’t just leave passengers’ stomachs empty. For many, it soured the entire experience, leaving them dissatisfied and unwilling to fly American again.

Food and beverage is a major component of any flight, often making the difference between an enjoyable journey and an uncomfortable one. As Jane explained after her American Airlines trip, “I was so distracted by my growling stomach that I couldn’t relax or enjoy the flight at all.” She added, “I paid for more than just a seat and safe arrival. I expected edible food, hydration, and basic comfort.”

Without adequate nourishment over 2.5 hours, Jane found it impossible to work, read or watch movies. The lack of food made her irritable, impatient and unable to focus. She disembarked the plane weary, with a headache from low blood sugar.

For Tim, who avoids carbs due to his diabetes, the absence of balanced meals posed health risks. With only pretzels and soda available, he struggled to maintain normal glucose levels. At one point, he had to urgently request juice from the crew to raise his plummeting blood sugar. The scare soured his perception of American and shaped his story when recounting the trip.
Besides physical discomfort, the shortage also strained the crew dynamic. Explained passenger Sam, “You could feel tension between annoyed customers and harried flight attendants. I didn’t want to be a problem passenger, but I needed food. It put the crew in an awkward spot.” Without adequate provisions, attendants grew stressed fielding demands and complaints. This rippled through the cabin, fraying nerves all around.
The scarcity also created a sense of unfairness. Since the crew allegedly took leftovers themselves, passengers felt cheated. Remarked one flyer, “It’s pretty reprehensible for attendants to clear out food, then serve only crumbs to us.” This double standard made travelers feel disrespected.

Some questioned if what they initially assumed was a shortage was actually intentional deception. Mused passenger Lauren, "I wonder if they purposefully didn't load enough food, knowing they'd take it for themselves later. That way there'd be less waste." This bred distrust and suspicions of dishonesty.
No matter the cause, passengers perceived American as cutting corners on quality. Travelers like Sam felt nickeled and dimed, saying “They lure you in with promises of meals and drinks, then scam you once onboard with pretzeI bags.” The lack of edible food made flyers deem American as cheap and money hungry.
Ultimately, the alleged food shortage sparked outrage at broken trust and unmet expectations. It left passengers disenchanted with the brand. As Lauren affirmed, “I booked American because of the complimentary food and beverages advertised. Getting just snacks is flat out deceitful.” The experience so tainted her perception that she vows never to fly them again. “I’d rather pay more for an airline I can trust to feed me,” she insisted.

Flying the Unfriendly Skies: American Airlines Crew Accused of Clearing Out Plane's Kitchen - Crew Blames New Policy Allowing Them to Take Leftovers


While American Airlines does not officially condone crew members removing unsold food, some attendants justify it as allowable under a purported new policy. They claim taking surplus items has been quietly greenlit, rationalizing their actions as compliant instead of theft.

But ambiguity around actual regulations has bred confusion. Veteran flight attendant Gemma confirms, “Higher ups recently gave mixed signals on leftovers, implying we could take extras. It's created a gray area for crews unsure what’s approved.”

Many now toe questionable lines, admittedly removing unused food they assume would be discarded anyway. As one airline host explained, “I don’t see the harm in taking unopened sandwiches or snack boxes that passengers didn’t purchase. The items won’t go to waste and it saves the airline dumping costs.”

While some attendants express nonchalance, others are more conflicted. “I worry that taking extras crossed an ethical line,” shares crew member Liam. “But managers kept winking that we could take surplus catering as a job perk. Their unofficial approval makes it feel okay, even if it violates policy.”

This speaks to the need for clarity from American’s corporate officers. Mixed messages from middle management about a subjective change in rules has sown confusion. Without clear, consistent direction from the executive suite, flight attendants are left to interpret vague guidance however they wish.
Some adopt a “don’t ask, don’t tell approach,” admits crew member Maya. “We all know it’s wrong, but if higher ups allow a free pass, we take it.” She adds, “Is it stealing if your boss lets you do it? That’s our moral quandary.”

Of course, shareholders and customers take a different stance, viewing it as unethical and intolerable theft. But attendants claim they are just responding to cues about acceptable gray areas from leadership.

Flying the Unfriendly Skies: American Airlines Crew Accused of Clearing Out Plane's Kitchen - American Airlines Reviewing Policies Around Unsold Food


The recent allegations around crew members taking unused catering have spurred American Airlines to reassess its guidelines around surplus onboard food and beverage. While policies technically prohibit taking unpurchased items, vagueness and mixed messaging have enabled the practice to persist under the radar.
By clarifying protocols and emphasizing integrity, the airline aims to close loopholes that lead to theft. As American works to rebuild customer trust, a strong, unequivocal stance on leftovers is needed.

While attendants may feel entitled to extras that would otherwise be thrown away, this mindset reflects a sense of ownership over products that don’t belong to them. American aims to redistribute surplus items in authorized ways, whether through donation, repurposing or regulated waste channels.
Clear communication of expectations will be vital moving forward. As a spokesperson for American’s flight attendant union explained, “Past informal implications from managers made taking excess food feel permissible to some. Distinct boundaries are needed.”

For American’s corporate leadership, the path forward relies on transparency and accountability. Loopholes that foster opportunistic behavior will be eliminated. Policies around unpurchased catering will be made explicit, with formalized consequences for violations.
By confronting ambiguities head on, American wants to transition away from tacit acceptance of questionable practices. An executive explained, “Good intentions can still cross lines. We’re evolving to have services fully align with our brand values.”

For many attendants, this provides helpful direction to guide their choices. As 20-year veteran Gemma states, “I try to do right, but mixed signals made the edges blurry. Concrete policies will give us guardrails.”

American aims for updated trainings to resonate and shape crew decisions at 35,000 feet. But getting all staff onboard requires delicacy and nuance. As one manager describes, “We must balance empathy for our crews’ motivations with accountability as representatives of our airline.”

As American reviews its catering and waste protocols, the goal is building back customer trust. Food scarcity due to theft strips basics away that flyers rely on. By confronting the issue openly, the airline hopes to provide the reliable service travelers expect.
Of course, buy-in from attendants will require a balancing act. Simply vilifying them is counterproductive, likely fostering more stealth and disengagement. Gaining cooperation necessitates understanding what drives these choices while still enacting change.

Flying the Unfriendly Skies: American Airlines Crew Accused of Clearing Out Plane's Kitchen - Union Says Taking Unsold Food Has Been Common Practice


While American Airlines corporate officially discourages the practice, flight attendant unions confirm that crews taking surplus food has been an open secret for years. Though technically prohibited, the common refrain among staff has long been “everyone does it” with a wink and a nod from higher-ups. This normalized a culture of reappropriating unused catering, to the point where attendants felt entitled to treats as a form of payment.

According to 20-year steward Gemma, “Leftovers were a given job perk, like tipped employees taking home uneaten bread. Managers knew and didn’t care.” She adds that because wages were so low, grab bags of food and drinks helped subsidize income. This framed it as deserved compensation rather than theft.

Over time, union reps explain, this lax attitude trickled down through the ranks, establishing an unspoken approval of extras. Younger generations of attendants readily adopted the habit, told by veterans it was one of the few job benefits. Says crew member Liam, “Old timers coached us rookies that premium sandwiches were ours to take. It was presented as an off-the-books bonus.”

Of course, blurring lines around ownership can breed slippery slope issues. As supervisor Maya explains, “Attendants feel invested in leftover products they sell and serve all flight. Some may cross from taking surplus to hoarding extras.” Monitoring is lax, relying on self-policing versus accountability.

According to union negotiator Jen, tensions also arise between maximizing sales and compensating crews. “Attendants feel incentivized to limit offerings to passengers to ensure more leftovers for themselves,” she explains. This misalignment erodes customer service focus, putting attendants’ interests first.

Unions aim to retain job privileges and perks, while admitting that clearer guidelines are needed around unpurchased catering. As Jen states, “Current vagueness allows for opportunistic behavior, intentional or not. We want to protect our crews’ interests, while supporting the company’s reputation.”

A measured approach can satisfy both sides. For decades, reusing surplus food to subsidize low wages was an open workaround that kept staff happy. As American revises policies, balancing crew needs with brand values will be key. Says longtime rep Darren, “This requires nuance and empathy from leadership. Vilifying attendants just fosters more disengagement.”

Flying the Unfriendly Skies: American Airlines Crew Accused of Clearing Out Plane's Kitchen - Airline Food Quality and Availability Declines After Merger




Flying the Unfriendly Skies: American Airlines Crew Accused of Clearing Out Plane’s Kitchen



The recent merger between American Airlines and US Airways in 2013 has unfortunately correlated with a steady decline in the quality and availability of food offerings, especially in coach cabins. This matters greatly to consumers, as in-flight dining is an essential part of the flying experience. Negotiating constricted legroom is tolerable with a complimentary meal and snacks to look forward to. Take that away, and air travel becomes that much more exhausting and unpleasant.

According to regular customers like Gemma, the downward trend became noticeable about a year after the merger finalized. She recounts, “On my usual Philly to San Diego route, the hot breakfasts in coach were replaced by cold snack boxes. And premium cabin meals saw a dip too, with cheaper ingredients.” Food service consultant Maya agrees, saying, “Cutting catering costs was likely a byproduct of the massive integration process."

Industry analysts chalk it up to the pressure to homogenize services under one brand. Food journalist Jen explains, “Standardizing catering to serve hundreds of aircraft meant maximizing scale over quality. It led to frozen meals and cost-cutting.” Onboard chef Darren adds, “Pre-merger, each airline had niche caterers. Consolidation brought changes.”

Besides meal downgrades, passengers cite drastic reductions in food for purchase. Flyer Tim recalls, “After the merger, entire meal sections disappeared from the menu. My Philly to LA red-eye went from 10 snack options to four.” Others report once complimentary cookies and chips now being sold a la carte.
Experts attribute these cutbacks to restructuring contracts. Airlines analyst Liam says, “Catering got leaner to fit the bigger network. Old contracts were renegotiated, and many lost perks”. For customers, the impacts are tangible. Gemma says, “I used to enjoy Peninsula catering out of LAX, with fresh salads and wraps. Now it's just Snyder's pretzels.”

Besides quality, shortages have increased after supplies were consolidated. Customer Sam explains, “Now that they share kitchens, I’ve been on flights that totally ran out of sandwiches before everyone was served.” Liam agrees, saying “Often, extras aren't loaded to save costs. This leaves unhappy customers."

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