It’s so easy to complain when something goes wrong, but I want to use this space today to offer great praise for a wonderful United flight attendant. She is truly a model flight attendant for United Airlines.
When I boarded my late-evening United flight from Washington Dulles to Los Angeles last Wednesday, I saw Dee Ann at the door and knew it was going to be a good flight. It had been a number of years since I had flown with her…the last being from Lihue to Los Angeles on a redeye in 2011…but I remembered her like it was yesterday.
She offered a big smile and hearty welcome aboard as I found my seat in row two. Her announcements were crisp, succinct, and professional.
After takeoff, she introduced herself to each passenger in first class and offered a detailed choice of meals. Instead of just “burger or salad”, she described the menu items.
Mr. Klint, tonight we have a beef cheeseburger on a brioche bun served with lettuce, tomatoes, pickles and a side of grapes. Alternatively, we have a mixed green salad served with a breast of chicken on the side. What would your first preference be? I’ll do my best to accommodate it but apologize in advance if I run out of one of the items.
What a difference a few extra words make!
She was on her feet for most of the flight, ensuring that glasses were full in the 20-seat first class cabin. She engaged in small talk and had a contagious laugh.
I know that is not the most flattering picture of her, but she was beautiful in every way. A beautiful face of wisdom and grace. A beautiful attitude and a clear love of her job. And beautiful interactions with every customer, as she did her best to make each first class passenger feel like a guest and friend.
I was tempted to ask her to allow me to take a portrait photo, but did not want to let on at all that I would be writing about her.
As we approached Los Angeles, she approached every first class passenger, shook their hand, and thanked them for flying United Airlines.
Everyone appreciated the final gesture. As I stepped off the aircraft, she said, “Take care Mr. Klint. See you next time!”
Wow…
CONCLUSION
If you ever have the pleasure of flying with Dee Ann, be sure to say hello. I was blessed to fly across the country with her last week and hope to do so again soon.
How bad is it that I just want to be ignored by FAs at this point?
I’d prefer robots with no emotions to the stream of utterly rude FAs I’ve been getting. Like. I’d rather risk no interaction than occasionally get a gem. Pretty sad, huh?
That is sad. You’re flying the wrong airline! 😉
I work at that airline…we work with minimum crew…only what the FAA requires for an emergency. We do not have time to be pleasant. As per the picture…she is one of the sweet darlings that can not retire due to losing their pensions. I am Continental that took over United. I will retire at 65. The United FA’s can not.
This is precisely the problem. You ALWAYS have time to be pleasant. A smile is free. A “welcome aboard” or “thank you” should not be considered extra effort.
Lol, you ideologues are funny.
That is so very true and well said. Politeness should be a common practice in everyday life. Thank you for sharing.
Agree 100%
Right on, Matthew!
How is it that I can become “so busy” that I fail to be aware that my very existence as flight attendant is because people FLY on MY aircraft, on MY airline. It’s not a matter of “being too busy.” It’s a matter of being BURNED OUT.
It’s a matter of me not taking very good care of myself. I can take care of the needs of the flying public out of my ABUNDANCE. If I care about ME, then I can take care of others. If I do not take care of ME, then I am incapable of taking care of others. . . .
you ALWAYS have time to pleasant!!! it’s not that hard. just a smile is pleasant…I flew too, I know. 🙂
Then you should also know just how rude some pax can be. It can be really hard to maintain the pleasantries when you’re understaffed, overworked, and then deal with entitled pax who wont remove their headphones when you talk to them, forcing you to repeat yourself over and over.
Some pax act like they were raised by wolves the way they toss things around – and how impolite they are to pax around them and crew.
The lady in this photo – jeez… in an emergency I have some concerns about her performance.
I’m sure she’s lovely at the service… but emergencies are what FAs are really there for.
If it’s true that she was unable to resign because she lost her pension, that is terrible and I feel very sad for her.
really sad as I was real United. We came out of bankruptcy and worked hard to continue the excellent service that real United was known for. It takes a nano second to say thank you, work with the customer, guest, passenger, whatever we are calling them that day. And yes, with minimum crew. Four on a transcon 57. Unfortunately, when CO “took over” as you like the say, your junior people took your lazy attitude and destroyed an airline that was premiere. I worked with Madonna, who was #2 at UAL…quintessential flight attendant at 80+ years old. God rest her soul. So, Miss, Mrs or MS or Mr. Linn…shove your CO attitude. She can retire anytime and as long as she passes requal she can continue to fly. Maybe you should learn something about the real United way of life. Bitter…yes. But I want to put you negative Nancy’s into your place. The airline is named United for a reason.
As a retired UA employee (35 years), ground staff customer service, I’m pleased to finally read a ‘great employee’ story of late. I truly, truly miss working for United but took the buy-out shortly after the merger. I’ll just say that Continental style/management -takeover had a lot to do with my choice. It was so evident in every area (customer service, flight attendants, even ramp side) that the dumbed down, can’t help you CO mindset was at the forefront. Still annoys me to this day. It was hard to imagine after that point that pre-merger UA employees would not get swallowed up by a whole different way of doing business. Of course they did. Nothing to be done (now six years after the merger).
Perfect reply Bob. Love it.
“Real United” huh….it’s funny that at the time of the merger, CO was known for having the best customer service of all legacy US airlines and had maintained that status for 12 years straight and the “real United” was known for having the worst. CO would still be in the top spot if not for the “real United” employees and their pissy and entitled attitudes.
In my experience, Continental FAs never offered the best customer service, especially the Houston ones. CO did offer the best food onboard.
Wonderful that you took time Matthew, to write such a lovely revue about one of our lovely colleagues. I love this! Her presentation shows, she loves her job, her customers and she represents herself, and our airline with grace and dignity! Thank you De Ann for leading by example! I started my career inflight with CO 1990. As United employees we represent, a industry, a company, ourselves and our colleagues. Judgement comes from all directions. We must take pride in our presentation and De Ann is a role model, a star that shines brightly in the skies above. Matthew, your article / blog was meant to acknowledge this beautiful flight attendant. It is a shame that some colleagues choose to have a negative opinion on your commending letter of gratitude.
I was a FA with United for 43 years we did not lose our pensions the PBGC took them over as a retired FA I am making the same and maybe more than if United was paying my pension those that were hurt were high pay scale employees like pilots. I did not take level income and retired with my full amount from the PBGC. If this FA has flown for many years she is triple dipping. That means she can take the PBGC pension, Social Security and still fly.
Good for DeeAnn – hope she is triple dipping and loving it. You might be an exception about your pension amount from the PBGC. I probably collect about half of what I would have gotten directly from United after 35 years. Not complaining – I still collect from the IAM Union and Social Security. I would have been nice though to get what United “promised”. CO employees will still get their pensions written as UA checks/deposits. This is why we feel strongly about United restoring our pensions, they are making billion$. Just restore it (not even retroactively) like from this point on !
It is not true that ONLY UA high pay scale employees like pilots were hurt by the loss of pensions. Your age determined what your PBGC payment would be at retirement. And like JoEllen (comment below Pattie), my payment will be a fraction of what I would have gotten and the age difference was a few years.
Yes, it would have been nice to get what was promised AND it was not necessary to destroy the quality of life of the employees who contribute so much to a company over their lifetime vs. the few who are there for the short term and the greed.
BUT /AND that has nothing to do with how I treat passengers or any other human beings that I interact with!
Linn, I also work for that airline and we do NOT work at FAA minimum, we always have time for a smile or a few words, we are not poor darlings and your patronizing attitude is despicable.
Lynn – I also work at UA – which for your information was NOT taken over by Continental. If you take the time to find out, you will see that UNITED – not Continental is the majority owner. Sadly, we did get mostly Continental management which has a different attitude towards running an airline. I too am one of “the sweet darlings” who still work as a FA – I’ll work with us any day of the week, over the ones who choose to work 120 or more hours in a month – guess you’re just too tired to be pleasant. We “sweet darlings” still like our jobs even with all the trials and tribulations introduced by management. Obviously, you no longer do.
You need to do your research, Continental Airlines had over $4 billion at the time of the “Merger” United was barely surviving. CONTINENTAL bought United, the only reason why United’s name was kept was so that all of United’s debt could be refinanced instead of blowing all of Continental Airlines Money. The Tulip screwed its employees, yet thye keep crawling back.
United was 55% of the merge. And, CO was “…eeking out a hand to mouth…” existence. As Smisek tesifyfied before Congress: https://www.c-span.org/video/?c4005673/smisek-congress-6162010
Linn, I’m sorry, but you should be let go. I also work for United Airlines and have for 24 years now and I ALWAYS find time to be pleasant with our customers. I rarely have issues with people as I treat every passenger that walks through that airplane door with kindness. If you treat people badly you will be treated badly in return. I’m not sure how things were at Continental before United purchased/acquired the airline, but I ask you to please reconsider employment with us now if you truly don’t have the time to be a caring employee.
There is always time to be pleasant. What a terrible excuse. I worked in the airline industry for 20 years and people’s still remember me messages I was nice – to everyone. Customer service can’t be taught – you either do it naturally or you don’t.
I am ex United and now work for a British carrier… regardless of being under crewed on your flights… manners and a smile cost nothing… we also fly A319s with 3 crew and still find time to be pleasant, it’s called people skills! Maybe you are in the wrong role! Being respectful and polite is a virtue that not many possess! Last thing… Continental did not take over United… the two companies merged!
United took over continental. But took continental managment.. which now they realized that didn’t work out.. so now they are going back to United s way of managing.. which worked. Enjoy!
Umm, you did not take over United BTW.
You don’t have time to be pleasant?? Seriously??? I’ll remember that when you show up at my hospital—regardless point of entry.
I’d love to be on board with a cabin attendant like Dee Ann any time. She does not have to look like a beauty queen as long as she is warm , caring and friendly, which she is.
However, I would avoid cabin crews like Linn. With attitudes which she has, she is the type that gives other hard-working United crew a BAD NAME. Does she even care for the company she works for, I wonder?
Linn, this is the saddest statement ever! I worked as a Flight Attendant for 12 years. Any and every time a person boarded my plane, I gave out a smile and a hello. I did this for many reasons, one it set my mood better, (selfishly) I hoped that if the person entering my plane had a bad experience with check-in, gate agent or just a bad day, it would turn it around just a little, (this makes things go more smooth) lastly, you are trained to be aware of who is on your plane for many reasons! If you cannot find the time to be aware and give a smile, you should not be working in this business, you are putting yourself, your coworkers and the passengers at risk by not doing your job! Shame on you. Time to take a leave and think about if you are cut out for this job.
United bought out Continental.
Co did not take over ua. Just watch Smisek at the hearings.
By chance did she mention how long she’s been a flight attendant? Just curious
Nope. I didn’t ask her.
If she is working at United and triple dipping, she is getting her PBGC pension which is very close to what the United pension would have been, she can take her Socisl Security and can make a full salary and fly as much as she wants. It is not about money, believe me she is making a lot if she is over 65 and can take all this. She just left keys her job.
My best friend Amy S. is also a flight attendant for United. On a recent trip to Mexico she called in ahead of time to let them know my son and I were flying on United. As we boarded we were greeted by Miss DeeAnn.
She was very welcoming, kind AND had Upgraded us to 1st class. Her disposition was incredible. She met all the criteria you mentioned in your article. Being she had never met us before, she made it a point to get to know us. My son especially had a great flight. He had a grin from ear to ear. I appreciate you writing this article and sharing the positivity and just a simple good-hearted woman who deserved recognition in your eye. Whether it simple or complex… the fact you took the time to write about a kind soul is something we could use more of in this world.
I read some of the related comments and how some people find a negative in everything no matter what joy you try to spread. That’s unfortunate.
Continue to do good deeds and always pay it forward.
Much Aloha & Mahalo
Stefany B.
Pathetic.
I do find United’s FAs to be OK, certainly better than EVERYTHING ELSE about the WORST airline in the U.S. Are you a paid shill for United? You are constantly touting how great they are, but every customer-satisfaction survey ever taken says otherwise.
I have had so few bad FAs in my years of flying that I can count them on one hand. But the truly outstanding ones are never forgotten. Pride in your job is seemingly lost, but these FAs didn’t get the memo. Flying with a real pro is SUCH a treat. Of course, I haven’t flown in coach for years except for flights under two hours. I have always been fascinated by the combination of personality traits that make up a very smart human who will save my butt in case of emergency but who is also happy to bring me a glass of orange juice.
Mattt, you write about not wanting to take risks with whether or not flight attendants will be automatons or human beings.
I’m now well into my 75th year on this planet and I’ve changed my mind regarding risk-taking. Looking back and although I know not taking more risks than I did (it’s”water under the bridge,” I know) it directs me to look forward to whatever time remains for me and to risk more, to take bigger chunks of life, bigger bites at life’s banquet table. . . .even though I’m quite certain that I’ll have to spit out some of the big-bite-chunks. Some of the food will be spoiled, will have gotten through the security check points, and onto the banquet table.
It’s only been within this last year that I’ve come to realize something, for me, very important. I greet people! And sometimes people don’t say, “G’Morning” in response. I’ve come to realize that my greeting others acknowledges ME! MY existence. So, I risk myself to others—-including flight attendants—-because I am saying, “Hey! Yeah, you! I acknowledge my existence in acknowledging you, too, exist!”
The closest I’ve had to that kind of service was in Etihad’s apartments. Wow!
Enjoyed this post. Thanks for offering us this example of a FA who is classy.
Lovely to read about Dee Ann and how good she is at her job. Thanks for acknowledging a class act.
There are many very good FA’s on United. Unfortunately it takes only one crummy, lazy, ungrateful person to wipe out all the others good work.
Sorry, Donald, but that’s a dumb attitude. Revel in the good ones and ignore the bad.
Thank you very much for the update on Ms C! Many regulars on the LAX-LIH route like me wondered where she had gone and miss her tremendously. Your words to describe her are spot on. United should model every flight attendant after her. Ms C is the ultimate professional and very classy in every way.
Experience pays in spades when it is applied correctly. Three cheers for De Ann.
This is meant as a compliment so I hope everyone takes it that way. Assuming by the photo that she has been an FA for many years, she’s from the the time when service was the key. Not like it is now. “We’re here mainly for your safety”
Kudos to her!
Lovely story Matt!
Thanks for taking the time to recognize De Ann.
There’s one Delta FA in particular that I’ve had on all of my (once annual for the last three years) flights from Orlando to Los Angeles. Jim I think…James? He’s not quite as old as she is, but operates in a similar way. He just executes every part of his job perfectly and with such kindness and grace. He’s so impressive, that I spent a good portion of my flight just watching him. I’m the type of person who forgets your name as you’re saying it to me, but I went through email, Twitter, and Facebook to make sure I was able to give him the compliments he deserves.
What a great story, thank you. I hope De Ann keeps gracing the sky’s with her smile and wonderful service.
I have been so blessed to fly and work with DeeAnn. She IS one of every ones favorites. We love her soooo much!!!
Thanks for your comment.
Did I spell her name wrong? Are there two E’s?
And you, Mr. Scott, are of the same ilk as De Ann. I’ve had the extreme pleasure of flying with you and observed your professional and friendly service to both passengers and crew alike.
I am surprised she didn’t try to set you up with her niece. She must think you are gay.
She and her niece are famous.
I was wearing a wedding ring.
Don’t feed the troll.
Or she saw his wedding ring.
@Debit, stick to your political posts. That post was terrible.
All old women try to setup their nieces with good looking guys.
Sounds like Aaron didn’t get asked either and is still bitter.
What wonderful service you had with De Ann. I only know of one AA FA who is just as good. I haven’t seen her for many years. I also know of another AA FA who is just ok but has a nice Instagram feed. I once had two nice Singapore Airlines FAs but do not know her and his name or remember how she and he looks like.
I heard that Captain Denny Flanagan of United retired a few years ago as did Hoot Gibson of Southwest many years before that.
That’s so lovely, thanks for sharing. Hope this post somehow gets to De Anne so that she knows are greatly appreciated her job is.
People complain about the “more senior” FAs on United long-hauls, but for the most part I’ve found that most are very professional and often very pleasant (if you are in return). Sure they get the more desired routes based on seniority vs looks/personality/language skills (like some East Asian carriers), but I’d rather have their experience along with a side of jaded attitude on occasion. Esp on the upstairs cabin on the old 747’s, the service was always more personal and definitely an air of the old “friendly skies”.
Merci pour vos commentaires Cher Matthew.
C’ est effectivement exceptionnel d’ avoir un service d’une telle qualité sur UA même à l’avant de l’avion…
Monsieur Munoz a encore du travail , la concurrence est rude et certains FA de United sont à la limite du correct.
While I have the most positive vibes for the FA since she is fully devoted and liking this job, and therefore big thumbs up…. at the same time I feel sorry for her and for an entire society where way beyond senior people have to go on working hard and delivering. She is a FA responsible for security, and not a librarian. I have seen quite often beyond senior FA and I agree when you say they are professional and calm.
But isn’t the airline the one insisting FA are here for my security and not to make sure my glass is full?
I believe she would have calmly and effectively evacuated the plane in case of emergency. I have full confidence in her.
Second, I don’t believe she is working out of desperation. I believe she loves her job. My own grandmother was a teacher until she was 108. It wasn’t because she needed any money. It was because she loved doing it and it kept her sharp.
Matthew, thank you for defending this woman. She sounds like a true gem, and a seasoned professional. She deserves ALL of our respect and admiration
Thanks for posting. I am 67 and enjoy work and interaction with people. You gotta do something. I have 2 seasonal jobs and enjoy them both, keeps you young.
She’s too old to be working
I emphatically disagree.
Why?
Because she gave no sign she was any less capable of performing safety functions than a FA half her age.
That wasn’t meant for you. It was a response to the person stating that she is too old to work.
That wasn’t meant for you. It was meant for Chad.
If we are being honest here she looks 30 years too old to be a flight attendant. I appreciate that she is kind and nice and provides warm and great service. But this is the service industry in the hospitality and transport sector. In Europe most of the flight attendants and receptionists at hotels whether 3 star or 5 star are young (18-35). Once people are beyond that age they really don’t belong walking down the aisles of airplanes. In Europe they move on and have families or work in an office job better suited to the needs of middle aged people. Aside from maybe the male and female lead purser in their 40s or early 50s I don’t want to see a senior citizen anywhere near my cabin crew. In the U.S. because of the unions and culture we not only get the worst people and type of people as flight attendants (not the attractive ones both male and female in Europe, on middle eastern or Asian carriers) but also the oldest. It’s the reason why U.S. airlines tend to have poor service even in business class.
I strongly disagree. I feel most safe with those who care about their customers. Dee Ann is beautiful. She may not be young, but she is beautiful.
John,
I’ve actually had this lady as a flight attendant and she is easily the best I have ever had. I’d take her any day over any other FA, even the younger ‘better looking’ ones.
I think if you had the chance to fly with her, you would think the same.
Tom
John Thompson: Your ageist and sexist attitude belongs in the last century. People in the hospitality industry are not less able to do their jobs when they turn 30. In fact, it’s the more experienced staff that can provide the superior service that their junior staff doesn’t. And having both groups on the crew is the best of both worlds.
John Thompson, you need to get your head out of the fifties and revisit your values. Mature women are experienced, and for the most part, better at the jobs they do than are the cute little girls they work alongside. I am 70, and I wish I had had the knowledge and sense of calm that I have now when I was working as a school administrator. I’m hoping she passes on her manner to the younger, cuter women you seem to prefer. If you have daughters, I hope they never read your response and see that what you value in women is appearance.
No daughters yet as I’m a mid 20s millennial. When I have daughters (hopefully) I still am not going to want a 70 year old flight attendant nor will my daughter’s if they have any sense to them. I have great respect for people working in their 70s (father is one of them) but in office jobs (even doctors) but not where they are going to have to provide service and pacify passengers in a metal tube. I appreciate experience and more sensible politics with age but you really don’t believe having 60 and 70 year old flight attendants is reasonable. You feel warm about this woman and but you are just making excuses to justify it.
I am a retired United FA (33 years) and I cannot tell you how much I appreciate what you wrote here. There is no placing those of us who grew up in an airline industry that still offered service that we could be proud of… to serve passengers who were still excited about the experience of traveling… where we could be so familiar with our passengers that we could have real conversations… where we were allowed by our airline to comp champagne for anniversaries or birthdays… where we had a commaraderie with our passengers.
Thanks for your comment Dinah.
I bet she was a former Pan American flight attendant. Either way United or Delta we still shine. We knew how to give excellent service with a touch of class.
Yes, we knew how to serve gracefully and professionally, didn’t we? I took the last Pan Am early out, finished my senior year in college, became a mom, and taught school for 20 years before retiring. To this day, I miss flying!
Thank you Maria , you read my mind ! The few , the proud !
I’m a retired airline pilot and for thirty years watched the decline of service by cabin personnel. It is so refreshing to find a flight attendant that is willing to do the job they promised to do while being interviewed and begging for the job.
Thanks for pointing out Deeann, the sad thing is good service is so rare that it stands out above the rest.
As a Pilot surely you should be aware that the conditions for FAs have decreased, dramatically. The golden days of great rosters, decent pay and high crewing levels are well over.
When I compare the rosters of today the rosters in the 90s, and the 80s.. they are HUGELY different.
FAs are doing much more flying hours and subject to a lot more jet lag than ever before. A lot of Airlines are constantly in cost-cutting mode, this includes reducing crewing levels to what they can get away with and maximizing the output of the labor force they have.
They also reduce some of the comforts in the cabin and the resources that crew have to work with -w hich impacts on pax experience.
As pax experience has suffered through some of the adjustments to HARD product, and the experience of going to the airport and processing through security and immigration is pretty unpleasant… so to have some pax become very unpleasant.
Many FAs are now rather overworked, in terms of duty hours a month and their responsibilities on board (staffing levels, and less resources to work with) they lose more sleep, are more jetlagged and facing a public who are less happy with the whole flying experience overall and generally have a higher sense of entitlement.
Maximus R. you are absolutely spot on in your comment. Not everyone flies first or business class. Because of Dee Ann’s seniority she does not have to be on the other side of the curtain. With the lack of civility today just on the ground it quadruples inside a tube and airborne. This article is bursting with adoration for a wonderful flight attendant. I applaud Matthew for writing the article.
I’ve never flown first class, but I wouldn’t expect anything less then the attention you received. Now, can you get that pleasant attitude when just flying coach? You Can if you fly Southwest!! They are the best in my book. I got at least once a year and can’t remember the last time I didn’t use Southwest.
I’ve worked with Dee on a number of occasions. She is the epitome of beauty and professionalism! She only motivates me and I hope others to be more like her!
Hi Joe! Looks like you tried to include an image in your comment. Feel free to email me or send via Twitter (@liveandletsfly) the image and I can add it.
I am so proud to be associated by role and uniform with such an old-school service professional! What the author describes is rapidly becoming the exception to what was once the rule and it deserves recognition for what it is: class, substance, professionalism.
This past weekend, I picked up a London trip on the Dreamliner, working aisle in the premium cabin with a new friend, International Purser Mark F. I’m very proud to say that the very things Dee Ann’s customer remarks upon are what I consider my own “hallmarks” of customer service. It all starts with a genuinely warm, anxiety-reducing individual welcome: “Mr. Smith, Welcome to UNITED! My name is Tony and I’ll be serving you today with Betty and Mark, our purser. Have you had a chance to look at our menu?”
(Betty came to UNITED when Eastern went out of business in 1991, having started flying in 1979. Altogether, Betty is in her 40th year of service. Mark is a UNITED lifer, among the first men hired as Flight Attendants in 1975. Together, we were quite a throwback threesome in the aisle, manifesting together that certain je ne sais quoi that can’t be taught.)
Of course, warm, caring service can be quite challenging, given the time constraints involved. But hospitality is seldom “quick” and NEVER rushed. On this trip, all but 2 of our customers had earned UNITED’s highest loyalty status, meaning they enjoyed certain perks and expectations, like first choice on meal. A professional can make make that problematic situation (3 choices but an exact total of 36 meals for 36 guests) appear effortless, even when it clearly isn’t.
Everyone, even the non-status customers, received exactly what they wanted.
I don’t know Dee Ann personally. But I “know” Dee Ann. I respect and admire her and strive to uphold my end of the hospitality bargain to honor her the way she honors me. A wonderful era of gracious inflight service is on the wane. But it doesn’t have to be.
Not if we choose otherwise. We, each of us in this crazy wonderful profession, have that power. Genuine hospitality requires no training, special tools or permission.
It’s a simple matter of choice.
#FlyTheFriendlySkies
I am an ex F/A of an Asian airline from days gone by. We are expected to go above and beyond for our passengers on each and every flight, always with a smile and service from the heart, no extra effort needed as it comes naturally to be kind and helpful to our fellow human beings no matter at any age and it is always nice that someone pays attention 🙂 Great observation !
All old women try to setup their nieces with good looking guys.
Sounds like Aaron didn’t get asked either and is still bitter.
I mean, good for her. But be serious – sweet demeanor professional customer service issues aside – in an emergency, you putting your life in her hands? Again, not trying to be rude, but Matt…I would be interested to get your thoughts on whether, given your interaction with her which seems wonderful, if that flight were on the ground burning…you good with Dee Ann being the pivotal difference?
Honestly, I would trust her with my life.
Dxs5651 Miss DeeAnn recertifies her qualifications on a yearly basis as do all flight attendants with United Airlines. There is not a doubt in my mind that she could evacuate an airplane in under 90 seconds which is required by the FAA. I am a UNITED flight attendant and I would gladly work a flight with DeeAnn any day. It would be an honor.
Matthew- Thank you for writing such an amazing article honoring one of our best! This made my heart smile.
Thank you for your kind comment Maggie.
As a flight attendant myself I know she would of loved it if you had acknowledged her drive and asked for a picture together with her! She wouldn’t of necessarily gathered you’d write about her; but I will say for future reference we don’t take kindly to our pictures being taken without permission. Happy to hear a positive experience & safe travels to you!
@Dxs
I flew SYD-LAX last week with Delta (economy, oy!) and one of the FA’s must have been 75. Her head MAYBE went 4 inches over the seat headrests. Tiny. I’m pretty sure not one person on that flight had ditched into the South Pacific (my point, “You can’t do this!!!”) and I know it never occurred to me to ask how she was going to throw my carcass into a life raft.
I concluded that I’d be fine and she could bring me a few red wines. I was right.
If you want this service consistently, fly an Asian carrier but in particular ANA or Singapore Air. This is the norm rather than the exception and they do this with all passengers, not just first class. Unfortunately Pan Am was the last time in the US recieved great service with smile but I degress as that is a long gone era. Sadly service with a genuine smile is the exception here in the US and hence the article making a big deal out of it. A rare moment and gives us hope that perhaps one in a million chance we too might get this type of super service (and only then of upgraded to business or first!)
Matt – What a wonderful tribute to a great employee. I am reminded of a quote I keep on my desk at work:
“Pretend that every single person you meet has a sign around his or her neck that says, ‘Make me feel important.’ Not only will you succeed in sales, you will succeed in life.” – Mary Kay Ash
I also find when I fly that superior service has a correlation to how I treat the team working in the cabin. People might be surprised by how far a little acknowledgment and genuine kindness and empathy will take them.
Thank you, Matthew. It is always so nice to recogonize someone special like Dee Ann. I am also a flight attendant for 40 years and I can tell you it people like you that makes this job great along with my peers and the traveling and seeing the culture of people and places. Like Dee Ann I am blessed.
Matthew, thank you for sharing this positive, beautiful episode! Gave me a smile and made my morning. Some of the comments here are just crap. Too many people who have nothing but sarcasm left.
Well said Bob!!
I have no doubt she is a wonderful FA and person, but wonder if she works in other than 1st class? I know 1st class has its issues with FAs as well but I dont think it’s as rampant as it is in the other classes. Unfortunately I will never have the luxury of finding out since I cannot afford it.
I flew EWR to Munich on United this past Friday evening. Despite a late plane arrival (horrible winds) and extremely fast turnover in EWR the FA’s when we boarded, and head FA especially, in J were so nice! I know they were rushing around trying to get everyone settled but still managed pre-flight drinks (no problem Ms. Stenberg, I can get you champagne! and then like a salmon swimming upstream she fought to get to the galley against the flow of economy class passengers boarding) and getting my seat mate and I slippers etc. They did a very nice job start to finish, with a smile and even some joking. Also, I was pleasantly surprised that the dinner was really terrific. I don’t know the last time I have finished everything on the plate 🙂 The issue here is that I was pleasantly surprised, most often I get perfunctory service on United in J, alas. I wish I remembered their names so I could properly thank them but I will write United a note. Maybe this will become more common.
Thank you for not only writing this article but also sticking around to field the comments.
As a woman who has raised a family, has a newly empty-nest, who is slightly over 50, and chooses not to dye her silvering hair, I REALLY appreciated this article. I am in the process of entering two, not just one, very narrow career fields which are certainly among the top three jobs where ageism would typically dictate that I try harder to look like I’m only 28. Your non-judgemental observations of Dee Ann’s work during your flight is refreshing! I’m down for a world with more Dee Anns and Matthews!
I know there have been numerous articles about Betty Nash at AA, I would love to know more about Dee An and her story. I will be following you on Twitter so that I can be sure to see any “sequels.”
Thank you for writing such a good review.
This warmed my heart, thank you for finally posting a feel good story on FA’s!
God bless you, Matt, and the other 2 gentlemen who touched me about the real heart and soul of Flight Attendants, or Stewardesses, as we at United called ourselves in the early 70’s. I graduated with the FIRST class of Stewards in April of ’72…and I can honestly say that flying, whether in first class OR coach was always a joy on a United flight, even at stressful times. Traveling is, let’s face it, stressful for nearly everyone, at some point or another, and it was both our duty and delight to make every flight…block to block…a time for our passengers to destress, unwind and enjoy themselves in an atmosphere of peace and tranquility…mixing great food, drink and ambience, with confidence and safety. We LOVED our passengers, and loved caring for their every need. We treated the rude ones with as much respect as the sweetest, as we were trained, putting out “fires” with ease and grace. Dee Ann is from that time period, I know, yet I believe there are a lot of beautiful young and well trained F/A’s with United now, as there were in our time, because I KNOW the quality and caliber that UAL is famous for and demands. It was much easier for us in the “old days” to have pride in the extremely classy, high-end service we provided our passengers, then the sadder ones of today, and I often wish everyone could experience that quality of in-flight service of long ago. I believe, truly believe it will return again.
I have been repeatedly saddened by the truly terrible press that United has recieved and feel, at times, that it’s an orchestrated conspiracy. Let me just say, there is NO OTHER airline on earth, I would trust my life to, than United Airlines, and the Dee Ann’s of the industry are the cherries on top. We have to repeat Recurrent Training every 6 months, and that means everything from lifesaving techniques, putting out fires, and mastering all the heaviest of equipment. If anyone fails Recurrent, they dont fly. I guarantee Dee Ann can hoist a window exit up and out as well as any 25 year old.
Thanks, Matt, for your very wonderful words, kindness and beautiful heart.
Gail Kazmer
Former UAL Flight Attendant
EWRSW
JFKSW
I am in my 46th year. Different airline. I will be 69, in Aug. I plan to fly until I attain 50 years. If my mind and body can, why not? I still love the job and, yes there is added pressure, these days but I know we all try the best we can. A few apples in the bunch doesn’t generalize the Flight Attendant force, for any airline. That’s for the article, I appreciated it.
Thank you Matthew for taking the time to recognize someone doing their job well and with grace. I was a FA for 26 years and lived thru many issues cited here. After United’s bankruptcy I found myself succumbing to the negativity of some of the industry and decided it was time to go. On the surface it seemed like a foolish decision, no comparable job with “ benefits “ like United but for me the only choice to live a whole hearted life.
Whether I am in the convenience store or at the Dr. I notice and appreciate anyone who chooses everyday to be a light in the world! Our culture does not support doing what you love for fear of never having enough. I am guessing Matt that you are content with your life and thus able to appreciate others who are finding their way to make the most of each day! Carpe diem!
This post was a wonderful tribute to Dee Ann and so many others of the same ilk. Even the comments were glowing. For once, it appeared that our team was going to enjoy a “clean win”, something that seems to elude us since our merger.
Then one of our own felt the need, for whatever reason, to spoil it with petty, self-focused ugliness.
“IT WASN’T ABOUT YOU!”
It was all about a wonderful colleague who has spent decades perfecting her craft and elevating the profession. Something that you, rude commenter, obviously cannot or will not grasp.
I don’t feel sorry for Dee Ann, though. She will go on doing what she does for all the right reasons, representing us with pride and honor. She will represent even you, small bitter person, because that is the sort of person she is.
Thank you, Mathew, for taking the time to recognize excellence. Dee Ann deserves it. So do many others. But evidently not all.
If there’s a mandatory retirement age for pilots there should also be a mandatory retirement age for flight attendants.
PLEASE OFFER AN EMAIL SUBSCRIPTION OPTION LIKE EVERY OTHER BOARDING AREA BLOG.
That’s great you had a nice flight and thankyou for recognizing De Ann. Yes, I agree it doesn’t take much to show appreciation and say thankyou despite problems life throw at you. De Ann cares about UAL customers and proud of her for that. By the way UAL was the majority owner in the CO takeover and merger. Management is now more former CO. De Ann obviously passed her FAA annual required safety classes like all the other employees. It’s nice you took the time to notice and write about her service.
Awesome you had a nice flight with De Ann. Despite life’s problems it doesn’t take much to show appreciation to your customer and say thankyou. I’m proud of De Ann for showing that. UAL was the majority owner in the takeover merger of CO. Management now is more former CO. Now both are United. De Ann obviously passed her annual FAA required safety classes like all the other employees in order to remain employed. Thank you for taking the time in recognizing her great service.
As a frequent flyer on unfortunately United, I have to say the level of service is so low that I am so surprised when I encounter a truly great United flight attendant. Unfortunately this only happens about once a year of my 100K miles I fly on United. My good friend made the switch to Delta, even though Denver is not a hub and is so happy with the level of service in any class and all the useful perks of being a Diamond Medallion flyer. We joke about the plastic coasters I received for being 1K. I always ask the attendant that gives an appropriate level of service for there card and send a note to United hoping that someone is listening. The standard in business class for there long flights is to give you a big meal that finishes with a nice ice cream sunday and then forget about you until pre-landing meal. Heaven help you if you are hungry in between meals as the snack cart is joke at best or empty. I now bring my own food on board in case the meal is no good. To get a drink, you have to leave your seat and find someone in the galley who seems bothered to help you while they are on there phone. I understand that there are many a holes that make crazy demands of the attendant, but to treat everyone like they are a bother is so sad. There is a serious leadership problem in United and it starts at the top.
Mathew,
This is going to be a real safety issue when some kind of problems arises when you have to deplane at any emergency situations. TOO old her self to quickly deplane!
how would you know this? Have you tested her response times? How dare you!~
How do you know that? How dare you discriminate an FA ? She goes under training every half year and if she couldn’t pass it she wouldn’t be there!
Bless you, Matthew, for your kind comments. I’ve been a flight attendant for 40 years (Braniff, Eastern, USAir and Southwest) and appreciate the respect that you show to all of us. We are happy to return the favor. My very best to you and yours … and safe travels!
I’m a 3 years FA. I’m 32 years old. I love working first class no matter where we go. I like to think my passengers enjoy my service, except the ones who don’t like openly gay guys, like me, which I don’t care. I still provide them an awesome service (I hope!).. after all, without passengers I wouldn’t have a paycheck or flight benefits!… however, after working a Dallas-LAX turn and then add a third leg to Denver.. The Denver service, as much as I try and try, it’s not going to have the same level of service because, unfortunately, I’m a human and I get tired.. Passengers notice that as being lazy, but I usually tell them something like: what would you like to drink with your lunch, when its dinner time, then I throw something like omg sorry! I dont even know what time zone is, and that usually works! So.. sometimes your FA is not lazy. Sometimes we are tired from LONG duty days with SHORT layovers. Trips that we didn’t bid because like myself, I am on reserve (this is another story). But I always try my best of my best to give the best customer service I can. I would enjoy working with ladies like DeeAnn and learn some new tricks! I’m totally using the full description of the meal from now on!
I was a flight attendant for AA for 24 years, I know have been with. SW for 1 year. Your article brought tears to my eyes. Thank you for featuring this lovely lady. I appreciate people like you.
It’s only in America that one can get on a plane and upon seeing the Ruth Bader Ginsburg lookalike, realise that she’s an FA and not a passenger ( not a pejorative comment, there’s something admirable about it).
You should meet Ms. Giovanna Mossini, in Alitalia. She is the kindest/sweetest cabin attendant. I hope you will meet her and write about her. Thank you for taking time to write about flight crews. Best wishes, Annalisa ( a cabin attendant for Alitalia) .
I would love to meet Ms. Mossini! Thanks for your comment.
I would prefer a younger FA even though I am probably older than she is. If they were all this old, I would stick to flying Asian airlines.
Nice lady, but seriously- A cheesburger in a cross country flight First class? I know I’m not buying the food. But I have turned down many “first class” meals on United in favor of food you can buy from the back. Clearly United gives their food concession to the lowest bidder
This was a 10pm departure.
I’m a UAL FA as well-former Continental. It’s not about which subsidiary bought who & minimum crew. I fully understand long duty days, delays, angry passengers etc.. However, the way I look at things, is we are meant to work together & not worry about what subsidiary we came from. Since we merged, I’ve been fortunate & met many kind souls & made many new friends. But I think it has a lot to do with attitude. What you put out is what you get back 🙂
I’m proud to say I worked for Continental but also proud to say I work for United. I truly love my job & like most have said in this thread, it doesn’t take a lot to be nice. We were all hired bc the recruiters saw empathy, kindness, willingness to help etc. Yes, some people faked it during the interview & somehow slipped through the cracks. I can always tell when I fly with those people. I wish I had a magic wand & could zap them away bc they give the rest of us flight attendants a bad name. I have come to work over the years where I have had life situations ranging from divorce to health issues & have still always managed to live by a simple motto ‘Leave your personal stuff behind’ when you step on that aircraft you are there to do a job & not bring personal drama on the plane.
Being kind is simple, being angry takes a lot more energy. I’d rather start my day on a good note. I’ve also found when people are nasty (& yes it happens more often than I’d like to admit) I don’t stoop to their level but rather make it a point to be even nicer bc most times, passengers will adjust their attitude or even apologize. Sometimes all it takes, is asking if there is anything I can do to help or just listening. Simple as that! We don’t know what people go through before they board an aircraft. It could be anything from an accident, sick child, custody battles, funeral….not everyone on the aircraft is going on vacation.
When passengers board our aircrafts, they rely on us for service, safety & a good flight experience. People react differently & I have often heard big burly men say they don’t like being in a metal tube where they can’t make decisions if something goes wrong. So people rely on us for more than just service, sometimes a smile or a few kind words goes a long way & can make or break a persons flight.
A flight attendants smile & demeanor can set the tone for the entire flight & a crappy attitude can ruin a persons flight/start to a vacation & even cause that person to never fly us again.
Matthew I love that you acknowledged this kind soul. We don’t get recognition often & that’s ok. Always nice when it does happen but I don’t expect it. I’ve witnessed many flight attendants do extraordinary things over the years & not expect anything in return. From giving their own food to help a diabetic passenger, giving their own clothes to an elderly passenger who soiled himself (that actually happened), holding babies for mothers who just needed a break..I can’t even begin to tell you the kind acts I saw after 9/11. Many people don’t see these things occur & if they do they say ‘ oh that’s nice’ but don’t write about it. However if someone witnesses a rude flight attendant, they are quick to write about it on social media & blast the airline. Somehow over the years & thanks to social media, people who generally would never confront someone in person, have a whole new platform where they can basically start a ‘hate thread’ as I call it & then many jump on that bandwagon. It’s kind of sad that some people enjoy spreading hate. I sometimes think that people who aren’t happy in their own lives feel better about themselves when they write negative things about others? And it’s just not right, but sadly I can’t change that. All I can really do is have a positive outlook & hope that people will in fact acknowledge kindness.
I’m glad to see that you, Matthew have used the social media platform for a good cause-to recognize an individual who deserves to be in the spotlight.
As for her age, as many have said, we are required to pass requalification every year, so I would be quite confident in her capabilities. Things aren’t always as they seem. Just because someone is younger, doesn’t mean they are more capable. I have witnessed ‘older’ women who have worked 3 times as hard as the ‘younger’ ones.
When did being young & beautiful equate to giving great service & being capable of executing safety related duties more efficiently?
We all age & beauty is in the eye of the beholder. But stamina, strength & capability come from within. Yes people slow down with age, but I’ve seen ‘older’ people break world records in many different fields & do extraordinary things.
For the people who made comments about feeling sorry for her bc maybe she has to work..she doesn’t have to. Many ‘senior’ people still work bc they truly love their job & it’s evident.
As for being underpaid, I assure you, there is no need to feel bad for us as we are compensated quite well. Many flight attendants earn 6 figure salaries, myself included (Predominantly those of us who have topped out in wage)
I’ve been doing this job for almost 20 yrs & I’m in my late 40’s. Age & how long one has been working for the airline has nothing to do with it. It’s all about attitude. If you are kind most people will respond kindly. And if they don’t..well I can’t change that. I still choose to be nice & I will always choose to be nice.
Matthew thank you for recognizing Dee Ann. Nice to read a positive article over the many negative ones out there. I guess blasting an airline or profession gets better ratings these days. Sad but true. I still have hope in people when I read things like this.
Thank you from a very grateful flight attendant!
Love this. Thanks for sharing. Great service, good people and kind words are hard to come by these days. Appreciate both of you.
Best.
Mathew,
What a nice story about Dee Ann and her ability to provide the care and service which was indicative of air travel in the 1950-60’s era. Kudos to her. I had a similar experience on a UA GUM-HNL flight years ago. Sadly, some of these flight attendants must continue to work well into what would be retirement years, and some even pass away while on layovers after a lifetime of hard yet unappreciated work. Thanks again for your kind tribute!
Thank you for informing others that there is a kind thoughtful FA at United. I wish I had run into DeeAnn.
My observation with United is that they are nice to businessmen. If you are not in that category skip that plane.
A camera could document the number of seconds of attention non businessmen receive on a United flight and compare it to others. It’s not the only international airline that does this but those others are based in other parts of the world.
Southwest is a happy flight.
Japan Airlines can make you feel very pampered and special.
Point A to point B is a chunk of life so go where you are wanted and welcomed.
Each company seems to have a target audience, find your fit!
I fly United only if: someone else buys the ticket or there is no alternative.
It’s good to see a positive post (amid the negative comments). These types of FAs are few and far between. While a lot are just fine, its nice to see ones that really go out of their way. I’ve actually started to carry around a little notebook and pen in my jacket. Every time I come across these types of people, whether in the air or at a hotel. I jot the name, date, flight # etc. This way I can remember in a few days when the company sends me a survey. I name drop in hopes that they will get the recognition they deserve.
I was surprised by the comments about how great United customer service is. For years, we used Continental (out of Newark) and loved their commitment to customer service. We were so disappointed, after the merger, by the surly FAs on United, their lack of enthusiasm for engaging customers, and overall sense that customer appreciation was buried with the old debt.
I’m sure service is better in first class, but I fly economy. It’s not the same experience. Now I try to fly Southwest whenever I can (I’m based in Phoenix) because they are lighthearted, comedic at times, and more engaged than any flight attendant I’ve come across on United.
Matthew: Your very kind essay has also revealed just how angry, petty, and disconnected America is becoming. You wrote a simple tribute to someone who probably gets little notice for her dedication and devotion to her job. Instead of accepting and appreciating what you had to say..way too many readers just had to turn your tribute into a platform to criticize, demean, or challenge the Airlines, this woman’s work, and even her life. How terribly sad it is that we continue to lose our sense of decency and propriety. The criticisms and anger here are totally inappropriate.
Yes, the Airlines have become consistent bad actors. Yes, service has been cut back and FA’s are among the more abused workers in the American labor market. Yes, there are (as in ANY job) a few FA’s who are just lousy. But this is NOT the place for those arguments. This was a column to say thanks to someone who cares. To all the complainers, try accepting something that contains happiness and joy. It might make YOUR day a bit better.
This is a wonderful story. For those of you who are bickering about whether CO or UA was the better airline, you are the reasons that Dee Ann’s service is so noteworthy. She clearly understands that, for any company, making your customers happy is what sets a company apart from its competitors. Forget the word “customer” for just a moment. Regardless of who you are or what your job, don’t you feel better when you have helped put a smile on someone else’s face? Do you ever feel good when you have caused someone a sour experience? The merger was almost 10 years ago. It’s time to move beyond CO vs UA.. You are one. I can say that, I’m a UA retiree of 32 years who is now in a new career. Even though I can fly any airline, I CHOOSE to fly UA whenever possible, and achieved 1K last year. As several have said, staffing is not an excuse to be rude. If you feel your situation entitles you to be rude, you’re wrong. Fortunately, I’m experiencing an increasing number of UA F/As who understand that. Dee Ann; you go girl!!!
Matt, as much as I can appreciate a nice flight attendant (your chance to find one at UA is smaller than being thunderstruck) I wonder how a lady of her age and frailty would handle an emergency situation (pushing or lifting the cabin door, help carrying unabled passengers, etc.) because *this* is at the bottom line what flight attendants are trained for.
Elena, she is tested on this every six months. If she can’t lift the emergency exit door, she’s out. I had full faith in her ability should an emergency have arisen.
I guess I’ve been lucky on Delta … maybe because I’ve been turning left on boarding most Delta flights over the last 6-8 years, but I’ve encountered many Dee Ann’s …maybe even on 2/3d of my international flights in J. And the MAJORITY of them are north of 60. Or young. Personal experience is the 30-50 age group that are having rougher days (yes it’s a generalization but certainly my observations). Given their physical evals (i.e. will they have a heart attack and can they open the emergency exit) if they can meet the standards PLEASE stay on!
Talking about standards, though,I have also quite honestly been surprised by some FA’s “of size” … (Please…. no flaming here … not a judgement but an objective assessment) …. that I HONESTLY don’t know how some of the FAs I’ve met could physically get through the overwing emergency door.
I think it’s great FA’s continue to work well into their 70-80’s. I hope to work at least till 70. My only concern is the propping up and using of the elderly to gain great story lines that the airlines support. Not this article, btw.
I know as a fact Betty Nash of American has had special door openings in private to get her through her yearly training required. FA’s are the first to talk about being here for your safety first. Special treatment for a good story isn’t only inappropriate, but unsafe.
All that said, if a 70-80 year old can properly open a heavy exit door, keep on flying. God knows, the older we get, the more loss we encounter. Flying provides a home away from home that many not in the industry will never understand.
After almost 36 years, it’s still the best job, regardless.