Risks remain for American despite CEO apology

American Airlines really wants you to stop hating it. Battered by weeks of passenger anger over delayed flights, the CEO has apologized, promising the carrier can work through its bankruptcy and contract dispute with pilots. Marketplace's Mark Garrison reports on what’s next.

Mark Garrison: Now that the pilots union and American are talking again, there’s some hope of a deal. But there are two big wildcards that make these labor troubles different from others. First, American is in bankruptcy protection. If there’s no agreement, both sides take their chances in court.

Michael LeRoy: A judge can intervene and literally terminate the collective bargaining agreement. At that point, it could be a very chaotic situation.

That’s University of Illinois labor relations professor Michael LeRoy. He adds the other wildcard is you, or someone you know who had a lousy flight experience and shared it with the world via Twitter or Facebook. Longtime aviation consultant Michael Boyd explains.

Michael Boyd: When you’re in a situation with social media, you’ve got to be better than you were 10 years ago. Because when seats start to come loose and you have labor problems, it just intensifies the public perception.

Nobody wants angry flyers, and the pressure the public can now exert online could motivate both sides to strike a deal. In New York, I'm Mark Garrison, for Marketplace.