For the first time in my life, after millions of miles flown to nearly one-third of the countries in the world, I was nearly kicked off a flight for asking about a snack box.
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Meal Policies on United Airlines
Snack boxes for short-haul flights are catered to aircraft for first-class passengers. Instead of full meals, the snack boxes are all that are offered in short, “due to COVID.”
It’s not an issue of passengers being able to eat onboard the plane and the risk of a mask being lowered for this purpose, otherwise, they wouldn’t offer food in the front of the plane either. United passes out a small snack bag with a half bottle of water, pretzels, and a Stroop Waffel to all coach passengers. There’s also no restriction against food a passenger chooses to bring on board underlining that it isn’t an issue of passengers eating.
They do not sell the snack boxes to any passenger. In the past, United Premier 1K passengers (top published elite level) were treated to a cocktail and a snack from the menu (if hot items were available this included those selections too) if their complimentary upgrade to first-class didn’t clear.
“Due to COVID” this is no longer the case. While the snack boxes and booze (I don’t drink but it’s the same problem for those who do) are onboard the aircraft physically, peons in “common class” aren’t allowed them even if they’re entitled to them by the rules to United’s own program that they set and promote.
I Asked a Question, Politely
The above was all background and while I am sure you can sense my irritation, I wasn’t nearly as bothered during my flight that I didn’t have access to a box with crackers and cheese inside.
As my snack bag was being distributed, I politely asked if I could have a snack box.
“We don’t have them onboard, unfortunately.”
As the flight attendant said this, snack boxes are literally being held above another flight attendant’s head as she handed out preferred choices to the first-class cabin behind the FA telling me they aren’t on the plane. Maintaining my low tone and calm demeanor I motion that behind her, at that very moment, they are being handed out in the front of the plane.
Sorry, we can’t do this “due to COVID. They only load enough for first-class so there is exactly that number of snack boxes catered.”
I clarified, “I’m not asking you to bring me one of theirs or to change the policy. I just don’t quite understand why they didn’t cater more.”
She moved on, and so did I – who doesn’t love a Stroopwaffel? I later learned the person behind me had the same question, but I didn’t know it at the time, nor did he when he asked it of the same flight attendant.
Pouring Gas on the Situation
Another flight attendant, this one, a vigilante of sorts from first-class but not the purser, came up to me and addressed the situation. She answered that there had been a policy change and the flight attendant indicated I was rude and made her uncomfortable. She condescended from the start,
“Maybe you haven’t flown with us since the start of the pandemic,” she said.
“No, I have.” I should have told her that I hadn’t missed an upgrade in a while, but I let her tone stand on its own.
“Then you know that this is the policy and our flight attendants shouldn’t be harassed for enforcing it.”
“Wait a second. I didn’t raise my voice, I didn’t call her a name. I simply asked if I could have a snack box, she indicated they weren’t on the plane, you were passing them out-” she then cut me off.
“Those are for first-class only. Due to COVID.”
“Ok, but asking for clarification isn’t the same as harassment. Can I not ask a question?” I asked, becoming a little more annoyed but still maintaining my composure. We see these things spiral out of control here at LiveAndLetsFly.com all the time.
She then suggested that I’d be able to have all of my questions answered on the ground where the cops would be waiting.
Following this, as we spoke both of our masks dipped below the tips of our noses several times. We each adjusted them accordingly – which isn’t good because that meant we were constantly touching them. She separately threatened that she would have me removed as well if I couldn’t get my mask to stay over my nose and mouth while speaking (despite sharing the same issue herself.) Ultimately she left to bring me a more suitable mask (which was smaller.) I went to the bathroom to swap it just to make sure I wasn’t bare-faced in the cabin at any point.
Spirit is Capable, Why Not United?
Last week I tried out Spirit’s new Gold elite status. Like United Premier 1K elite status, Spirit also gives me a free checked bag, free carry-on, exit row seating (with the same seat pitch), with a snack, and cocktail (or drink) when riding in coach. I had recently eaten, so I gave my snack box to my daughter, and the kid’s selection was really pretty cute. I took a photo of it because I thought they did some clever stuff, like making the lid into a postcard.
So to review, both carriers offer the same benefit in coach. Spirit was able to execute and actually distribute the snack box, but United Airlines wasn’t. As the flight attendant “Yolanda” (I doubt this was her name based on the amount of time she took to think of it when I asked) made clear, this is a policy change and not something ground catering, nor the crew can control.
Is there any reason at all that United can’t possibly offer the benefit to qualified flyers – especially when they know precisely how many will be on board, and where they are seated? Is Spirit just passing United on customer service?
Conclusion
I have flown nearly two million butt-in-seat miles during my life to over 60 countries on every continent other than Antarctica. I am simultaneously United Premier 1K, American Airlines Executive Platinum, and Spirit Gold Elite. I write for this and other sites about the travel industry, its rules, policies, and regulations. For a flight attendant such as Yolanda on United 422 this week to use her position as a power trip because she didn’t like a question being answered – is disgusting.
As four United Premier 1Ks (one of which was me) walked out of the exit rows – none of whom knew each other prior to the flight – we learned that three of us were threatened with police waiting for us in Newark. It’s utterly shocking that asking a question could even be considered as grounds for removal. At least one of the four of us vowed to change their carrier following the flight and another elite sitting next to me (Silver) quit United on the spot following the event.
What I find really shocking on top of all of this, is that Spirit is able to do a better job for elites than United. Who would have seen that coming?
What do you think? Is this appropriate behavior for flight attendants? Is it inappropriate to ask what policy changes may have occurred? Are these grounds for removal?
Asking about whether they have them is one thing, but once you start asking the FAs why they aren’t catered for coach is starting to get argumentative IMHO. They aren’t in control of those decisions but likely have to take the brunt of the complaints. Agreed that they were probably all having a bad day but I can see both sides to this.
I agree that they don’t control the policy, but she didn’t say “we don’t cater them for coach anymore” she said they weren’t on the plane. They are being held above her head behind her while she is saying it. I can’t say I have ever seen two 1Ks being told they would have police waiting for them at the jetbridge for asking for a snack box. Let’s just pretend both of us in separate incidents were rude, complaining about the policy, telling them how we hate United as a result – do any of these things qualify for the police? I don’t think they do. That didn’t happen on either side, but I guess I’m just shocked at how asking a question is seen as an attack.
For me it is simple. Having a status does not make me dependant on the airline or punching bag of rude staffs. If that happens to me, I would not be spending a cent on that company.
Some frequent travellers are afraid to lose their status or even lifetime membership and often excuse such rude confrontations and let such humilitations pass through. In the end of the day, you get what you deseserve. You either fight for your own worth or let the company/staffs threat you like xxxx(you can fill the x as you want).
I don’t know what is up with United lately but we flew a red eye overnight 6 hour flight last week and had the worst experience I’ve ever had with flight attendants. They were incredibly rude, short, and avoided customers as much as possible. We were sitting in economy Plus and had our FAs come down the aisle once to hand out snacks, and a second time to collect garbage a couple mins later. I had barely opened my first snack when they asked for garbage. That was the last time I saw them for the entire flight. I ended up holding onto my drink and trash until we landed, with my tray down because they didn’t even come to check that trays were up. By far the worst flight I’ve ever flown on.
We had a merger.
We had a merger 10 years ago and inherited flight attendants who want to do the service as quickly as possible and then sit on the jumpseat for the rest of the flight. They don’t do walk-throughs to check on pax, they close the curtain all the way to the galley bc they want to rest on their jumpsuit bc they’ve been flying way too much and are exhausted from backing up too many trips trying to be super productive to make the big paychecks.
That is not our service policy and this is not United.
For me, this is why I find it impossible to think the delta Pax was worth a 28k fine. Since the pandemic, flight attendents have been unbearable and completely useless in flight operations. I had been spending 1500 a month on American till I had two Karen flight attendents who decided to be complete b’s and I have stopped flying for work altogether. This is why the paycheck protection program should have never been offered to them. All it did was protect the worst of the lot and I don’t plan on flying again for quite a while. The reaction to covid is worse than 911, imo.
Come on. The Delta pax physically put her hands on the flight attendant. Big difference here.
If you fly as often as you state it can’t come as a surprise to you that United FA’s are frequently rude for no reason. I won’t fly United even if they had the lowest pricing. American FA’s are always kind. However their Gate attendants go out of their way to be mean and rude. So when I fly them I’m prepared to be singled out for no reason.
There are good and bad employees for every company. My other three flights were great on United.
As an employee of the airlines I feel neither one of the flight attendants were very professional. Especially to threaten a passenger with the police. Both flight attendants should have been escorted off the plane themselves. Trying to strut your authority for someone asking a question and harassing a customer is grounds for termination. People need to have common curtisy for one another. I do not fly United anymore because of a similar situation. But my situation I never asked a question or talked back I just sit there very quietly. Bullies need to pay for their actions and this is what this seems like to me. NO TOLERANCE FOR BULLIES.
REALLY?
JESUS CHRIST, ENOUGH ABOUT AIRPLANE FOOD.
WERE IN A PADAMIC STATE.
GROW UP!
FLIGHT CREWS HAVE ENOUGH TO DEAL WITH.
LET ALONE WORRYING ABOUT FEEDING YOUR [redacted by admin].
Actually your wrong even if you type in all caps.
Flight attendance are nothing more than a person doing their job.
However even since 9-11 we are forced to listen to every word they say.
It wasn’t good enough that police were being called on people for every time a Flight attended has her period but now with covid even if they think you are being non compliance you and the rest of your party are removed by the police.
This private organizations must stop using “the police” as their personal weapons.
Ita only a matter of time until entire plans from coach to first class will unite against this terrible and horrible policy they’ve adopted.
Ita only a matter of time until the people who are making these executives rich will stand up for themselves that enough is enough.
We pay top dollar for transportation and the services are being taken away day after day one item at a time.
I started flying in 1983, I’ve flown almost every airline and been 3 times on the concord.
I must say that the service that was once offered to coach on TowerAir and PanAm were better then the service, respect and dignity they offer in business or even in first and im talking about both, international and domestic.
I remember the days where smoking was permitted, flirting with flight crew was not considered sexual harassment, unlimited check in bags, family came to the gate with you, children got prizes after seating, everyone got a full meal including real utensils (because only coach passengers could use a real knife to stab someone), bring as many bags as you’d like on the flight, getting a smile from a crew member, touring the cockpit (yes, some of us would like the chance to see it), not ever hearing the word “do we have a problem sir/mam?, only needed to show up at the airport maximum 20 minutes before a flight, your family or friends met you at the gate and my favorite is that back then you weren’t treated like dogs and cows.
Shame on all of you.
Yes I know times change however you should remember those words when it changes to our benefit.
It’s only a matter of time until let’s say airlines will start paying $50k per each time they get port authorities involved. I bet you they will start using the “do we have a problem” a lot less once they’ll need to pay for it.
SINCE WE ARE ALL SHOUTING, IT’S NOT ABOUT THE SNACK BOX.
I just heard over 500K people have died from Covid and John Luffred was NOT one of them. Damn, it’s just so hard to catch a break these days. Drat. Nothing ever goes my way these days.
American Airlines will always be my flight of choice! Great service, professional attitude and I was well taken care of!
She said “They’re not on the plane.” But you wanted to hear “They’re not catered for coach.”
Yeah, ok.
I have an ex- girlfriend that works for United Airlines i could use her flight benefits anytime.I still wouldn’t fly with that airline.Using that 737 Max 8 or 9 flying coffin.Plane engine catching fire at 33,000 feet.Keep your snacks and your cheap fares! Delta is the only way to fly the friendly skies!
Why does Anyone fly United???
First off, I completely believe that Spirit has better service than United. I flew with United for a few years, before finally leaving them in 2010 due to similar service issues. I flew Spirit a few times, and thought the service was great.
That being said, asking for the box wasn’t an issue, but starting to ask about policies is probably taking it too far, and the FAs are probably getting constantly beat up over COVID restrictions. Now, she was out of line for immediately suggesting that the police should be involved, or confronting you like that as well, but I do think the question was probably not something you’d need to bring up with an FA.
Sorry I don’t know why this posted to your comment…
Perhaps the slogan: United Arlines……Obey and shut up.
Would better suit them.
Your tone appeared hostile and interrogatory – you were pressing too hard. Everything is more difficult during covid – including their jobs. Give it a rest
Of course everything is more difficult during COVID but that is not an excuse for United to be rude AND to not follow their own policy on handing out snack boxes to 1K travelers in coach. In early January of this year, I had a similar experience and was told no snack boxes available although I could, just as Kyle could, see them. I accepted the ridiculous response – clearly an outright lie – but decided to email 1K customer care who do always respond quite efficiently. I asked them about the snack boxes and then free alcoholic drink 1K’s are entitled to. They apologized about not being able to offer alcohol in economy but confirmed, in writing, that 1K’s are entitled to their snack boxes IF they are available. So I guess we now need to go and search the galley to see if they are there. Ridiculous. United is using COVID to cut back on service. As Kyle says, its not about the snack boxes, its about treating your most loyal travelers with respect and not taking them to be idiots when the boxes are stacked on a tray in front of you.
And one other rant on United – has anyone not been able to download the new United App because of the operating system it requires? I love my Motorola X 2nd generation And please do not berate me for not wanting to get a new phone.
Nonsense. We are in a pandemic.
For real. He’s arguing about semantics when he should be thankful he’s flying at all in these circumstances. Total male Karen behavior.
Point of fact: A male Karen is a “Kyle” so I guess this is really hereditary in nature.
Everything an employee or company does now, whether poorly or by omission, is “due to covid” and this excuse will likely continue long after covid is in the rear view mirror.
Exactly. Now the f…ing Covid became the perfect excuse for laziness and poor customer service. The other day I went to GoodWill to donate some clothes. There were 4 cars in front of me and that typically would take 10 minutes for me to get through. It took me 70 minutes. Unfortunately I could not back up since there were cars behind me so I was stuck in line. When it was my time to drop my bags I was pissed and ask the guy why it was taking so long. Guess what he said? “Covid protocol”. WTF!!! There was absolutely nothing different other than he was wearing a mask and gloves. I dumped my stuff in a bin and told him next time I would dump all donations on my trash bin at home. That is my Covid protocol. Tired of people’s BS.
I didn’t fly United airlines their flight attendants are rude.
Off the main topic… FYI, Goodwill is NOT a charity. There are true charities which actually need your donations. I’m not saying that Goodwill does not have some good programs that help those in need, however they are not a charity.
Half these FAs are annoyed to be flying in the first place as they lost their coveted cush spot at the airport and now have to fly again to keep their jobs. The other half have drunk the kool aid of, as one snipped at me recently, “we are here for your saftey, not your comfort”. Long story super short I had an amazing experiance on Delta a few weeks ago and said to the senior FA… “thx for not forgetting good Customer Service just because you have this Covid excuse”. I don’t remember her exact words but it was something to the effect that there is no reason big enough to justify bad service. Wise words indeed. I have already dq’d American and United for their abysmal CS and using Covid as an exuse to basically neglect their customers (no meals in 1st, no welcome drink, etc and attitude when you ask why). And ya, still flyimg despite the Covid.
Looks to me you’re a button pusher.
That’s how it seemed to me.
I mean it sounds like they were following their policy, and you wanted to be an exception because you feel entitled due to buying into their elite program. You were told no by the FA, that you were not entitled to the snack box today. Instead of accepting this, you chose to further question this FA (who, BTW, is risking her life to make a living dealing with entitled people just like you). Covid is still happening, and the world is now different. Some people simply cannot adjust to slight inconveniences. If something like not getting a snack box ruined your whole flight, maybe you should have stayed home.
@Allison, thank you for reading and for commenting. Respectfully, let’s try to look at it as if the situation were slightly different.
Let’s say that as a daily visitor to a coffee shop near your home where you spend literally thousands of dollars annually on hot water and coffee beans, the coffee shop gives you a free biscotti so long as there is one available in the case. You show up and buy your coffee, and ask for your biscotti. The barista says, “I’m sorry, we don’t have any today.” Behind the barista is a glass case full of biscotti of a variety of kinds. Would you not point out that the barista was mistaken, that you’re actually looking at them right now? If you did, would you be questioning the barista logically, or from an entitled standpoint? Wouldn’t you be fair in asking if there had been a change in policy or if they were mistaken? Should the barista suggest they will call the police if you ask what are those hard pastry pieces behind the glass right in front of them? No?
Further, I’d pose this. If we all stayed home and stayed safe, that barista, flight attendant, janitor, and manager wouldn’t have a job at all. It’s easy to say that they are risking their lives to serve us, but if we don’t fly, they don’t fly but that also means they don’t eat. They can choose another job if they feel their safety is at risk, they can also volunteer for furlough. But they can’t all afford to do so, right? Neither can many of the flyers on the airplanes. Luckily for flight attendants and those paying attention to the science (and the link posted in the piece) there is a 0.0003 chance of contracting COVID on an airplane according to both United (that flight attendant’s employer) and the Department of Defense.
Well said Kyle!
The barista , flight attendant comparison is absurd. A flight attendant’s main responsibility is safety. A barista’s service. This I believe is the crux of your entitlement. A flight attendant deals with hundreds of people a day. In most likely 3 or 4 different cities. Most of whom mind you are anxious or scared. To equate to a barista shows a lack of understanding. Surprising given how quick you are to point out your extensive flying. It’s easy to imagine a FA not phrasing the company’s policy exactly how you would have preferred. You should have just let it go.
@Yolanda – I point out my flying experience for commenters who may be new to the site. Even here, you’re suggesting I couldn’t possibly understand the role which causes me to repeat it again. So: after a few million miles under my belt, and living amongst current and former crew members I am pretty sure I understand the role and its challenges. If you don’t like my analogy, fine, but as a customer, I shouldn’t have to tiptoe around how I ask a question so that the employee of the business I am patronizing doesn’t misinterpret my sentiment. “Primarily for my safety” doesn’t mean there’s no customer service element. There are lots of jobs that involve two simultaneous tasks and I find it insulting that you don’t believe a flight attendant could both be professional and answer a question regarding policy without suggesting I am arrested merely for asking.
They were bad employees. Not all FAs are – in fact, most are great – these two (of four onboard) were bad.
You still don’t get it, do you? Your million miles it’s not write on your head it means nothing to the FA since United make the money not her, and she is the lowest salary employee in UA, United don’t even give her enough pay and job security, why she need to serve you better?
If you are doing the FA job, customer ask this question you you will give same “not loaded” answer, why? just to save the hassle need explain further why it give to 1st class only.
Your million miles means nothing to FA you like UA or not, you fly UA for a reason either for the miles or for the hub reason, if you want better service then go somewhere else or pay for it.
@Steven. Thanks for reading, thanks for your comment. However, you have some factual inaccuracies. If I don’t qualify my experience then the first comment will be “maybe if you flew more, you’d know” so we have to eliminate that from the start by qualifying.
1) It’s not written on my head, but it is in her hand. They carry around a small tablet and it has every passenger’s name, status, and flight details. They 100% know before they approach who is who and in 100s of United (and American Airlines) flights before – they know because they greet my by name and thank me for my loyalty offering the associated benefit. They do know, and without any effort at all.
2) None of that flight crew was the “lowest salary employee in UA.” First, none of them are salary, they are all hourly. Second, it was mainline so they make more than commuters and you’d be surprised how well they do. Third, due to furloughs and union seniority, these are some of the HIGHEST paid and most senior flight attendants in the system. Fourth, due to her seniority and union, she has greater job security than any reader on this blog. Did the US government specifically bail you out in a separate carve out of the PPP deal? Unlikely.
3) Agreed that she could have just said, “Unfortunately, they are only loaded for first-class right now, I am so sorry I can’t offer one.” But even after she clarified, the matter was over between the two of us, it was “Yolanda” that decided to come up to me and threaten me off the plane.
4) There’s two parts to this. You’re right, consumers should vote with their dollars, and that’s what I did when I spent double to fly United over the competition even taking a connection to do so. And you’re also right that I went somewhere else, I opted for a cheaper non-stop on Spirit and enjoyed my snackbox just this afternoon.
Lmao at that first conclusion paragraph. Look at this guy trying to get Yolanda cancelled cause he felt disrespected. DYKWIA much?
Email me your address I’ll send you some cheese and crackers, you poor thing you.
I was happy to give her my card, she already has all of my information – is it wrong to ask for hers?
Due to COVID I forgot it was Sunday and subjected myself to his noxious nonsense. I’m sorry I did and next time I’ll be more proactive. If
What I find really shocking is that people insist to fly United. I would rather take a Greyhound bus than flying United (which I am proud to say last time I flew United was now over 20 years ago).
Spirit was better.
Some of us travel for work and instead of a 2 hour flight and 2 hours in the airport on Monday and Friday, I now spend 8 hours each way in a car due to this covid stupidity. A bus ride would take 16 hrs and train would take 20. Neither are remotely reasonable.
Anything is better than flying United.
I’ll just say that regardless of what happened here, I stopped flying United a couple years ago because of how terrible their customer service was across the board. When I didn’t fly so much I used them almost exclusively starting in college in order to build up points and, later, status. I started to think this is just what flying was, and dreaded going on American because of the horror stories I’d heard or Delta because of how expensive it seemed (I did fly Southwest occasionally). Then one day when I started traveling for work I was forced to fly American to a destination that United didn’t serve and.. it was actually pretty good to my surprise.. they even let a baggage issue slide. At the same time I was in an epic back and forth with United over something so I booked another flight with American, which was GREAT — the employees in the ground went out of her way to get me out of Chicago before a winter storm via a route that I found and connected but for whatever reason wasn’t showing at “connectable” in her system. A little later, United tried to screw me out of flight credit they owed me, which I managed to escalate to a point where they not only offered a full cash refund but $500 in credit. I took the refund, declined the credit, and never flew them again, and have since had no major issues. Now (pre-pandemic) I travel frequently for work and I have instructed our company travel agents to avoid United at all costs. After consistent customer service failures for years, there are very few things that would make me want to ever give them my money again.
You’re coming across as super entitled Kyle. It’s some crappy airplane cheese and crackers. It’s not been available in the cabin you flew in for a long time. It’s nothing new.
She said it’s not onboard today. She’s not lying – it’s not onboard for Economy. Only First Class. They’re also not catered at 100% for First Class either.
Maybe just chill, bring your own better cheese and crackers, sit back, relax and enjoy the ride?
If you need her contact info, every UA flight attendant is required to wear their employee ID.
…and if Spirit is so amazing, why are you flying United anyway?
She didn’t wear her ID, I asked her for a business card and extended my own. She declined and then didn’t want to give her name. I’m happy to be out here publicly sharing for you to choose to judge me without being there or knowing the situation, I would have welcomed her to give her account of the story as well. She obviously didn’t want to.
You bring up a good point, why fly United when I can fly Spirit – I am asking myself the same question and putting my money where my mouth is by flying Spirit later this week.
There’s good and bad at every airline. Because…..people.
Enjoy Spirit. I have several friends flying for them. Not a bad outfit.
You were asking for something that you are currently not entitled to – specifically, only BOB is catered on selected flights in coach, and they only serve meals and snack boxes in first/business. There is no free food items or alcoholic drinks for GS/1K in coach because only food available in coach is the snack bag, and they don’t serve alcohol in coach. You asked for an exception, and got denied, yet asked again and forcing the FA to tell you that it’s not for you.
Here’s where you changed your story:
“I politely asked if I could have a snack box.”
“We don’t have them onboard, unfortunately.” ““due to COVID. They only load enough for first-class so there is exactly that number of snack boxes catered.”
“I’m not asking you to bring me one of theirs or to change the policy.”
So which is it? If you did not want a snack box to start with, then why ask about it? Research?
As a traveler blogger, you should have known better on the current catering policy, or are you just another Karen asking for more than you deserved? You should also know that they cannot change catering on the fly – hence why they ask for first and second choice for meals, and why they can’t add additional catering items based on load – what happens when you make a last minute change or unable to take the flight? This post reeks of entitlement.
And did you actually met on the ground with police? Sounds like that did not happen.
@ptacha – Thanks for your comment. Respectfully, did you skip past the part where the guy behind me asked the same question and was also told he would be kicked off as well? He wasn’t a travel blogger as far as I knew. Should everyone review the ever-changing requirements before approaching a flight attendant with a question? Seems a little bit onerous on the customer.
Secondly, I wasn’t aware of the policy change because I usually clear my upgrade (see prior post about very busy flights.)
Third, you say my story changed, but it didn’t. I first asked for one, but then when I was told they didn’t exist, I pointed out that they did exist and were very much catered to the plane – wouldn’t it have been possible that she had been misinformed?
Fourth, you say I asked for an exception but that’s not really the case. An exception would be if I had known the policy and wanted them to disobey it just for me. I didn’t do that. She said they weren’t on the aircraft. They were. When she said I couldn’t have one, I wanted to know more.
Is there any chance that the flight attendant was a little authoritarian? If you’re still on the fence, you’ll want to see my post later this afternoon.
UA basically had the same catering policy in coach for the past 12 months. The policy has been discussed extensively by many blogs and travel boards, including your colleague Matthew Klint. The food and drink policy is also published on UA’s website. I am assuming this is the first time you’re in coach in a while.
Second, it takes two people to de-escalate. While you thought you were being professional, the perceived party (in this case, the first FA) thought you were confrontational. Acknowledging that you didn’t know the policy change would have gone a long way.
Lastly, based on the title, you can’t be kicked off the flight mid-flight – they would have to divert, which was not the threat.
So over-entitled…”I should have told her my upgrades usually clear” Lolol. Buy first class if you want the snack box, IMO I agree with flight attendant here. You aren’t entitled to anything as a coach passenger
I’d rather fly Spirit non-stop for the same price and just have them honor whatever commitments they have chosen as elite benefits. You can call me entitled – I’ve heard worse – but just be honest about the whole thing. Don’t lie and say that snack boxes aren’t on the plane. If a customer asks, just answer without making it into a security issue. How Spirit passed United for service of elites should be eye-opening to travelers and peers alike.
“For service of elites” come on, listen to yourself. You expected the flight attendants to bend to your beck and call and they found you insufferable. Good on them. Newsflash Kyle, there are more and more 1Ks and GS customers on flights these days. Your “loyalty” is appreciated but you’re not special and you should stop being a brat to service workers.
I just expect to be able to ask a question politely and not get arrested for doing so. This doesn’t make me a brat, it makes me a normal person with a reasonable question. The thought that customers have to plan how they phrase a simple question to staff is the most absurd notion in business. I have been in the service business for two decades this year (yay me) and I don’t have any issues answering questions nor delivering bad news when a customer doesn’t want to hear it. This is not a challenging task and I would never threaten someone with removal for asking it.
I left United in 2011 after a negative incident despite having flown 750,000 butt in seat miles. United controlled 60 percent of flights from my home airport SFO, so it wasn’t easy to avoid. Since then, have only been forced to fly them once (when another airline cancelled a flight and rebooked me on United). United could not have cared less that an elite stopped flying them, never inquired why I left or offered anything (miles, money, complimentary status to come back, etc). To avoid them my miles were used as a wedding gift of first class tickets to a relative. I wash my hands of them. I fly and have status on two other airlines for the last decade from personal flying and is United’s well deserved loss.
Reminds me of an Amtrak trip pre-Covid when they had full service dining cars. I was taking a 2 hour trip and wanted dinner. I was in coach and I knew they gave low priority on seating coach class, so I made sure I was in the coach nearest the diner, or I would lose out. The Assistant Conductor had a fit and said I needed to wait in my assigned coach car until my ticket was punched. Again, if I followed the rules, no dinner. Like Kyle I was assertive but not rude. The Lead Conductor, in a nice tone, threatened to have me put off at the next stop. I finally got my ticket punched and rushed to the diner, being the last coach passenger allowed in. The conductors strolled by, wishpered in the Waiter’s ear, and they all laughed. But the meal was delicious and I got off fat and happy at my stop. Worth it? You bet!
Guys, I’m not usually the person that defends Kyle’s position, but he’s right here.
In my reading it seems his “question” was more trying to make a point about the Covid excuse and illustrate the hypocrisy of the FA rather than genuine request for clarification. Still, that never justifies the FA’s power trip, attitude, and threats.
Sure, he was perhaps a bit snarky (none of us were there) and expressed his displeasure but that’s his right as a paying customer (and non-infrequent one either). It wasn’t the FA’s fault that the snack boxes weren’t catered but they’re the frontline personnel and therefore expected to handle customer service (or lack thereof).
Call me sympathetic for once. It seems the point was made after pointing out the convenient excuse and hypocrisy (perfectly valid, justifiable, and laudable), and it would have been over and done with but for the vigilante FA.
Like I said, I frequently disagree with Kyle positions, but will defend a fellow air traveller’s right to protest shameful customer service.
I also often disagree with Kyle’s policy positions, but agree that in this case, the FA seems to have been clearly over-reacting. I cannot imagine a Singapore Airlines flight attendant reacting in this manner to a customer request and follow-up question. An SQ flight attendant would have declined the request and maybe offer an apology and explanation (they stick to their rules pretty strictly in Singapore) but they would never even think about calling the police. As another poster said, this reaction by the FA seems a symptom of many bigger systemic issues with the airline, airline regulation, labor practices and culture.
I don’t condone the threatening of police for such a disagreement. However I think you are hung up on simple semantics. You say she said “they were not on the plane” . She could have easily meant “in coach,” but misspoke and therefore felt harassed when questioned. You have repeatedly said “on the plane”. Could it possibly be a simple matter of a one word slip up that started this whole fiasco? I agree that service has gone downhill, but these are stressful times. It is not so easy to take a furlough or change jobs as you say. I think a little of consideration on both sides would be nice. Like you said, there are good employees and bad ones. And sometimes, it’s the tone by both parties that causes things to escalate. JMHOP
I think you’re probably right but she could have also clarified that and said, “I misspoke, they are catered to the plane for first-class but not in coach even for 1Ks.” We both dropped it roughly after that anyway, sending Yolanda the bruiser up to rough me up for asking the question after the issue had died is more the issue for me.
On the one hand, yes, typical attitude of a number of U.S. legacy F/A’s. Not all. But enough that the culture is quite present on most flights. Starbucks Barista’s actually handle situations better. Just like after 9/11 we will see them now use “Safety” and “Covid” as a reason to do less, overreact, and threaten anyone that does not just accept quietly whatever they want to give.
On the other hand it’s a snack box. Not sure why anyone would care enough to choose this battle. Or at the least, knowing just how awful these crew are now, to choose then and there to complain. It’s asking for trouble. Perhaps later to corporate, ok. At this point I am just grateful to get a seat from A to B and not contract Covid, and could care less if they bring me anything, even in First, unless flying overseas.
This, or nothing any of us do, will change a culture made over decades. Antiquated seniority systems, unions, and poor training have led to entitlement and these all to common place occurrences. Just look at the uniforms and polish and dress of F/A’s in Asia and Europe and compare it to here…it says a lot. You can always pick out U.S. F/A’s anywhere in the world. They look frumpy, unhappy, wrinkled (fabric wrinkled), and clearly have no sense of pride in their job or appearance. The one exception being Jet Blue, you will see their FA’s far more polished and taking pride in their appearance. This all very much translates to their jobs and attitude.
Good luck to Kirby and his World’s Number One Airline. It’s laughable at best. If you choose to fly them go with the expectations that it ain’t ever going to change. Only we can change to support airlines that actually have a good culture and with crews that take pride in their work.
You’re exactly right and there’s no way I would get myself kicked off a plane for any reason, least of which would be crackers and cheese spread.
This could have been diffused so simply by the FA at the start:
“I’m so sorry, the company only caters them for first class. I wish we had more to offer. I’d encourage you to contact customer service and let them know your thoughts.”
United is a company where management and union relations do not foster great spirit among the staff. As such many staff will act on their own worst instincts instead of remembering they are in the hospitality business. (And, there are others with great instincts out there too.)
Lying, being dismissive, and generally being intolerent of customers’ presence is inexcusable.
100% all of this.
Agree with what Jason said in this instance. Generally, I find United’s staff to be friendly and accommodating. There are a few out there that are not happy in their jobs and it definitely shows during longer flights.
February 28, 2021 at 5:28 pm
Well said Jason. It’s amazing to me the lack of customer service skills demonstrated in the service industry. And it’s not like being in a retail environment…where you can just walk out the door and take your business somewhere else. That doesn’t quite work mid-flight.
Well said. It’s amazing to me the lack of customer service skills demonstrated in the service industry. And it’s not like being in a retail environment…where you can just walk out the door and take your business somewhere else. That doesn’t quite work mid-flight.
Oh United, it’s these kinds of experiences that 1. make me happy that I’m a free agent (even though I’m currently still a 1K) and fly whatever airline gives me the best flight experience for the best price 2. that once again you publish a “benefit” which you can’t deliver on.
Makes all those announcements how United wants to be the best airline blah blah clear as rain. Such a shame but I’m over it.
I am enough of American airlines especially United! Cabin Crew use their rights more than police on land. They feel above the law! I hate them, rude staff and food looks like coming direct from dog’s mouth! Lounges are horrible too
If you were told the cops would meet you when you landed…what happened?!
Nothing. That’s why it was titled “nearly.” But when I exited the plane I really didn’t know what would await me and while I am confident I would have been able to scrounge up enough witnesses that would have agreed the flight attendant was clearly in the wrong, that doesn’t mean United wouldn’t still cancel the rest of my trip and leave me stranded in a connection city. They’ve not been an airline to look at the evidence objectively in the past. (http://bit.ly/2reVoN7)
Why not have them summon the police, I mean it would never stand up in court, and you wiould have a good post and story to write about if they took you to the police station. Also if they took you to the police station, then it might rise to a level where CNN etc. would cover it. Then yiou’;d get more exposure besides the travel junkies.
I would also guess that flight attendants threatening to have a LEO meet you is at least 50 to 70% just threat and bark and no bite. Maybe even a higher percentage? Its like telling someone they will have to go to their room or be grounded. If they do summon LEO’s, they have to complete an incident report, etc. You would also have more due process rights if the police actually arrested you which is extremely far fetched to think they would do that based on the facts and circumstances you described.
Since September 11th U.S. flight attendants have been so emboldened you should not at all be surprised how you were treated. Bottom line I n0 longer fly anywhere in the U.S. and if I do travel abroad it is strictly with a foreign flagged carrier where the “culture” is likely ten times better than on a U.S. carrier that treats you like children!
That seems even more extreme than their response to me.
Seems like all airlines have basically become karens.
Many of the passengers as well.
I simply defer to The Replacements’ “Waitress in the Sky.” If they can’t deliver service without the attitude, find another job, maybe with tips.
You do realize the primary job of a flight attendant is safety. So if flight attendants are just waitress in the sky I guess that means you don’t need them when a passenger has a medical problem and to alert the pilots for either emergency landing or to get medair help. Or if there is an evacuation I guess you’d just be on the plane. Or if there is a seat duplication or passenger complaint I guess you don’t need help. Because flight attendants are just “air waitress” the entitlement that people have. They expect service back in the day but act entitled and want to pay less for more things.
What are all of you complaining about? United is #1 in everything. Scott Kirby is the #1 “Bean Counter” who is the genius in Spreadsheet. Polaris is #1 product. UA flight attendants are the rudest (#1 also). UA Club has enough carrots for all (healthiest meal)…
and Mr. Kyle – you are obviously the problem 🙂 Next time, ask politely and softly “May I have some baby carrots please?”
I’ll work on that
Well said. It’s amazing to me the lack of customer service skills demonstrated in the service industry. And it’s not like being in a retail environment…where you can just walk out the door and take your business somewhere else. That doesn’t quite work mid-flight.
I miss photos of Lucy. She is probably all grown up. How is she and your family doing during COVID? Travel withdrawal probably hard for her too!
You and Matthew certainly have cute kids.
I bet that FA would have found a snack box for Lucy!
Just open up this world of ours again and Lucy appears…
A rude, entitled, snarky FA on United. Stop the presses.
In fairness, I have never had this experience with a United FA. I have never, ever been threatened to be kicked off a plane. My three other flights with United this week were nothing like this.
Calling out the FA like that is not a good look, dude.
Your point is well taken, but you knew the answer before you even asked the question. The reason United isn’t giving elites in Y a snack box is because they don’t want to pay for it. We can debate the merits of that, but that’s why you’re not getting served in the back.
A comparison of the elite experience in the back on UA vs NK would have been an interesting article, but you lost credibility with the call out. I know you’ll respond by telling me I’m wrong, but you do come off as sounding privileged and entitled. I’m sure the FA sensed it. She wasn’t polite, sure, but you’re deliberately trying to get her in trouble. Does it really matter?
@Jerry – Thanks for your comment but we disagree.
First, I am pretty clear that it’s unlikely to be her real name due to how long it took her to think of it. Second, do you think that telling three 1Ks all with separate calm and unrelated incidents should be told they will be arrested or removed from their flight upon landing should just go unchecked? Third, I didn’t post her photo, I didn’t really even describe her so I’m not sure how I damaged her here. You say “she wasn’t polite” but I fully expected law enforcement to be waiting for me on the bridge. Using her faux first name with no description seems far lighter to me than posting her obviously faked name.
Clearly you were bothered enough that you had to write out a whole article about how you couldn’t get a snack box.
You can see the amenities on the flight prior to and you could have noticed that no food was being served.
Was the second attendant over stepping for addressing you the way she did? I would say yes.
It really wasn’t about the snack box. It was about the response.
I’m sorry, but while I rarely defend Kyle, in this case I will. Sure, it was a snack box, not a big deal in the scheme of things, but the behavior by Flight Attendants is getting more and more egregious and absolutely deserves to be called out. And given Live and Let’s Fly fair and always democratic process in the comments section Yolanda can certainly come on here and defend herself if she somehow felt endangered by Kyle’s questions. We are not talking about some drunk and abusive passenger, Kyle simply asked a question, pointed out his confusion, and, well, that’s it. It required a simple answer. But legacy carrier FA’s are more and more getting away with this stuff and, quite frankly, using their power of removal from aircraft (or being met by police) in irresponsible manners. Like the FA on AA that threatened to have me removed from the plane because I cut through the empty rear galley in business class to use the loo while we were at the gate. Enough is enough. Respect is a two way street. We are not 8 year olds. Personally I say replace all of these crusty and angry dinosaurs with Starbucks barista’s at 70% the pay scale and watch service improve dramatically.
If I were feeling frisky, upon deplaning I would totally have asked Yolanda where I needed to wait to speak with the police she had promised.
I love how in the recent DEN-HNL incident Kirby wrote a whole memo bragging about what a customer service triumph it was that United didn’t kill anyone and managed to not be rude to all the people whose vacations they had disrupted. The bar is low…
They would have made an exception if you were Global Services, but there are too many 1Ks. Sometimes the whole plane can be filled with 1Ks depending on where you are flying from and many of them are under the opinion that they are the top tier flyers of United when the reality is that is not the case. It does suck that there are policy changes, but that is the time we are in right now and the reality with the major airlines is that they are going to cater to the customers that they get the most money out of . In United’s case it will be the people who quality for Global Services. If I had to be a regular United Passenger like you I would not be happy either.
lol.
@Nick: I like what you wrote. And that was why United would never be #1 airline. Too many 1Ks? These “too many” people have to spend, meet the requirements, be loyal to, and continue to support UA when it faces difficult time. It is not that UA just gives out 1K status for free. Should UA set the requirements that noone can achieve 1K? I am sure you and many readers here have flown with Asian carriers before. They pamper guests and provide great service in flight. They want you to come back again and again and again. and they never think that “we have too many 1Ks. Let’s weed them out”.
Sounds like the flying waitresses are starting to treat men the same way they have been treating female passengers for years.
Yolanda clearly has CHIP ON HER SHOULDER. All she had to do was say they are for first class only.
Maybe you have to record every interaction if the United FA’s view passengers as “the enemy”?
I’ve gotten weary and increasingly intolerant of any business using the CCP virus as an excuse for poor customer service. I don’t hesitate to let a business know how I feel. We have permanently stopped patronizing dozens of businesses this past 12 months for this, or for rubbing their version of politics in our faces. And if a business shows contempt for us as a customer it’s over, despite how much I may have preferred or enjoyed their product or service. We did so on Valentine’s weekend, at arguably Houston’s finest Italian restaurant. They insisted on invading our privacy with a temperature check as a condition of dining (no such invasion is required by any state or local order). We walked out and will never return.
Just for grins next time you fly, count how many times the onboard announcements include “mask” versus “emergency exit” or “life vest”. Let that sink in…….
Well said. Same here. It’s not like one ‘needs’ their services to live. If everyone took the same action to put an end to the madness it would bring results. But many people are gluttons for punishment, they love it, pay for it and go back for more. Not moi. Once burned, there’s no twice. Period.
Of course you’re correct to question the policy, and to do so without fear of recrimination. Some flight attendants have an exaggerated view of their own importance; it seems this has intensified during the pandemic. The tendency to ‘believe their own PR’ is humorous on one level but disconcerting on another: they like to promote themselves as being essential service workers ( if not actually similar in value to stretcher-bearers, then something not far short of it), and Mother Theresa types to boot.
While most are good, far too many are petty martinets, revelling in the power and opportunities for intimidation outlined here. They need to be sanctioned and retrained. A smaller group still: the shrill harpies who appear to be itching for a confrontation/ opportunity to ‘lord it over’ passengers: they need to be kicked out ( unfortunately virtually impossible in most workplaces)
This entire post is embarrassing and not even 100% credible. Obnoxious in the entitlement.
Care to elaborate?
It’s horrible. LALF is getting removed from my bookmarks because I can’t stand this guy. Too bad because I usually enjoy Matthew’s work; I just can’t stand to read even the headlines of Kyle’s nonsense.
Is that you, Yolanda?
She tracked you down….anyone else would read pass your post if they didn’t like you and move on 😉
And Dwight, I’ll bet you’re a blast at parties. Upset over a temp check on Valentines day, whoever you were with thought you were hot, lol
Jeez, of all the posts that Kyle has made that left me a bit triggered, this was the least. Go back in the archives and find a better one to get upset at, lol.
I am so sorry you were treated that way. There is no excuse for the flight attendants to treat our customers that way. I try to treat everyone as if they are my own guests, but some of my coworkers are just obnoxious. It embarrasses me and makes my job harder because the customers then expect antagonism from me, too. Again, I am sorry.
And, not at all any sort of excuse for these flight attendants, but sort of another topic…I think most of us who use the explanation “because of covid” don’t mean it’s because of the actual danger of spreading the Covid-19 virus. It means we have changed our policies and procedures this past year during the pandemic for a variety of reasons: the virus, cost cutting, lack of available supplies, reduced staffing, reduced passenger loads, some mystery decision from management, etc. We shorthand that to, “Because of covid.”
I can understand both side of this, the original flight attendant misspoke by stating they weren’t on the plane when she should have stated they are not available in coach. The second flight attendant should have been a bit more understanding as well and not so quick to jump to conclusions. But at the same time it also seems like you may have pushed the issue a bit more than you are leading us to believe especially if you honestly did not know snack boxes were no longer being served in coach. I have flown on American, Delta, and United all since the pandemic and all of them hand customers a small plastic bag with a small snack.
What I’m wondering is since you are a 1K have you contacted United Airlines to report this incident and if so what was their response, first to how you were treated and secondly why they aren’t selling snack boxes onboard when Spirit Airlines is.
What’s silly with the policy is that it’s obviously not a health concern since alcohol and food are served for free in first class…. yet the airline could use extra revenue and won’t sell food or alcohol in coach. I sent UA a note on this the first time I experienced the disconnect but never even received a response.
Live and learn. Sounds like the FAs were tired, stressed, pissed for whatever reasons. I think if I were in your shoes, I would have just zipped it after the first response & just done what you’ve done here – write about it.
First off, I completely believe that Spirit has better service than United. I flew with United for a few years, before finally leaving them in 2010 due to similar service issues. I flew Spirit a few times, and thought the service was great.
That being said, asking for the box wasn’t an issue, but starting to ask about policies is probably taking it too far, and the FAs are probably getting constantly beat up over COVID restrictions. Now, she was out of line for immediately suggesting that the police should be involved, or confronting you like that as well, but I do think the question was probably not something you’d need to bring up with an FA.
It’s been – been – a dangerous world out there for some time. You encountered a ‘Karen’. A new species out there. Seen that old made it up snowflake ‘you make me feel uncomfortable’ jive. It’s the word weapon of choice for these rats to scream ‘help, police’. Been going on for some 30 years. Never saw this before the 90s. Lies, denunciations, accusations, recriminations. Welcome to the real world, the Stalinist world where the skies and earth are not so friendly. You got lucky, doesn’t take much to land (pun intended) in trouble for nothing. Innocence is no longer fashionable with these people. I’m sure the world of U.S. air crews have long discussed themselves how to fend off unliked passengers, just scream like a 5 year old ‘I’m scared, you make me feel uncomfortable!’
Battleship grey flight attendants I’m sure. And to think they have the tools to recover from this but unfortunately don’t care to be bothered. Scottyyyyy?
Funny, another very frequent United flyer suggested that the FA was likely an “ex-Con” (former Continental flight crew.)
Did you send a similar write up of the incident to UA customer service / UA management ? What has been their response ? Or please let us know when and if they address your report of this incedent.
I’ll let you know what they say.
Bwahahaha! “Yolanda on United 422 this week.” #badass
How did United respond as to how the events played out this day?
We will find out, I suspect.
Scott Kirby, “And we’ve continued as we’ve gone through COVID, as we talk about innovating for the customer, putting the customer at the center of everything we do, getting our customers to like us. And it really is different and I can feel it. Our customers can feel it every day.””
Can you feel it?
Oh, I am feeling it.
United Airlines has always sucked. This has been going on for at least over a decade. Customer service and attendants are rude, curt, and just plain bitchy. They all look like they hate their jobs and their customers. They also never lend a hand and are sure to threaten you if you question or comment on anything. It’s a total abuse of power and authority. Bullying at its best. I never fly United because of this. The name itself is a joke. I only fly Hawaiian to the mainland. Hawaiian flight attendants can teach their attendants a thing or two about etiquette and courtesy. United attendants reminds me of the “ugly American” stereotypes. No class, yet THEY’RE victims. Talk about backwards. Not to mention their planes keeps breaking in flight.
As a avid traveler I would expect you would
Know that flight attendants don’t make the policies, if you are a 1k why not ask United directly about why snack boxes aren’t
Loaded in economy? As a 1k your voice and your blog have more importance than a fa getting a company response. Of course the flight attendant will say they aren’t loaded because they aren’t loaded for economy and it will not lead to further explanation with a earful of 1ks listening. If a flight attendant is rude…speak to United, flight attendants have their duties and no higher up information.
This is all about cost cutting, I think the flight attendants would want a bounty of boxes so they wouldn’t have to hear us asking about it repeatedly.
To all of you know it alls…did u ever think that due to Covid they stopped selling food in economy so that the Flight Attendants do not have to constantly handle dirty credit cards?!!! Once United gets this updated where thier system becomes touchless, I’m sure u will be able to enjoy one of those disgusting snack boxes!! Geesh find something a little more important to complain about and bring your own food!! And fyi everything in 1st class is free which is why they get snack boxes and alcohol, not because u are peons in Economy! United gives u a bagged snack, but of course that’s not good enough! Again, bring your own damn food!
No credit cards for 1Ks in the back getting the same snack box so…
My smart self would have asked the same question as you, and once threatened with the police I likely would have said yes please have them meet us along with United management since there’s enough other passengers around me to acknowledge that I never once harassed you or your fellow crew and that instead I’m being harrased for asking a question.
I still had to make it to my destination for a meeting, was only there for 16 hours and I couldn’t risk them disregarding witnesses and keeping me from moving along to my destination.
It reminds me I once had service issue at the Moxy Timesqaure, this hotel has it’s managers desk located right behind their front desk pods, which is not fully enclosed and only has a curtain over the doorway and shutters to restrict the view into the space if they wanted.
I had been waiting since the day before for the manager to call me after I found their housekeeping team left my foot wide open.. the desk agent keept saying she wasn’t around, when I could easily see her thru the frame of the window.
The manager later tried to say it was unfair I was making her staff uncomfortable. I politely explained that the only one who made her staff feel that way was her, because she’s asking her staff to lie to the guests face when both her staff and myself the guest can see she’s standing behind the shutters five feet away.
Needless to say her attitude changed immediately, she seemed to have an ahh hah moment and dropped her attitude.
I have gotten the feeling that FA’s do not want to be flying and seem very distant from their passengers. They do what they have to do and sit down to read for the most part-staying away from us. I was pleasantly surprised on a United flight(2 hours) last month in that they had wrapped sandwiches and drinks and they talked to customers!! Also las night on a 5.5 hour flight with Delta again the FA’s were friendly and did many walk throughs for more water. The only serve the snack pack and FC and D+ get hummus or salami boxes..
As a fellow 1K who requalified for status in 2021 through personal spending, your post made me think about my quest to requalify for 2022. Business travel is down and I’ve been spending my own money to get there. Is it worth it?
United’s training program is obviously led by frustrated, and overly aggressive, rejects from other airlines. Fly Delta.
Why not try Southwest. No first class section but you get to check two bags free. Unfortunately there are no doubt some airline personnel who are a bit over the top on the mask issue but nothing near as outlandish as I have heard about on United, Frontier, et. al.