Travel benefits are great, but leadership is unclear - Customer Service Manager (CSM) American Airlines Employee Review

Flexibility Seniority constitutes trip results Travel benefits People I've met and places I've been

Hours are sporadic On call for several years Away from family

The individuals you meet and connections.

Employees deserve leaders who foster trust, transparency, and psychological safety. During my experience, there were instances where concerns that were raised were minimized, dismissed, or reframed in a way that left employees questioning their own experiences and perceptions. This created an environment where speaking up felt risky and eroded trust between employees and leadership. When employees do not feel heard or supported, engagement, morale, and retention inevitably suffer.