Starting in February, United will reduce the number of flight attendants on some international flights by one and start pre-plating meals in business class.
In a leaked memo to flight attendants, VP John Slater defended this change and offered an explanation:
This decision was made after months of effort during which we listened to our customers and analyzed our competitors’ staffing levels. For example, we added an incremental position on the 777-300ER, when load factors warrant, matching American. However, on the 787-8 and -9, American operates with one fewer Flight Attendant than United. Similarly, Delta has one fewer Flight Attendant on some of its 777 and 767-400 flights. We’ll be matching their staffing level on these aircraft, along with removing one Flight Attendant in the economy cabin on international 757 routes to operate more efficiently and align with our peers.
Based on the conversations I’ve had with many of you who regularly bid the international premium cabin, I know this is difficult news. However, this is a necessary step for us to stay competitive and continue growing.
Basically, we are doing it because American and Delta do it. What a horrible reason for change. From what I hear, times are bad at American Airlines. That’s not the airline United should be emulating right now. Slater also asserts that “growth only works if we can do it efficiently.” That goes without saying, but a vague search for efficiency is not always best for the bottom line.
This change has Scott Kirby’s name written all over it. He’s United President and well-known for his bean counter mentality. This odd move, on both the plating side and staffing side, are directly related.
The Circle of Life in Polaris Business Class
Let me speak directly as a customer now. When United introduced its Polaris soft product in December 2016, it promised a whole new level of dining and service in international business class.
That simply has not been the case. What we have today, with few exceptions, is what we have had since the United-Continental merger in 2012. There is no more innovation. That is not always a bad thing; I have lauded several delicious meals on United this year. But many of the elements that made Polaris special have been eliminated. I’m talking about things like wine flights or the Bloody Mary and Mimosa carts or extra pillows. This wasn’t because passengers wanted to sleep; it was because alcohol consumption was far exceeding projections and customers were stealing bedding.
Look, overall I am very happy on United. The airline has boasted great operational performance and service onboard has been much better over the last year than in years’ past. And it’s not like any flight attendants will be furloughed. Quite the contrary, United intends to hire about 2,000 more FAs in 2019.
But my concern is that when you make meals less visually appealing, customers notice. Will meals be served in cafeteria-style casserole dishes now like on domestic flights? And if customers want more sleep onboard, why slow down the meal process by eliminating a FA in the galley? When you cut staffing during a time of record profits, FAs begin to lose trust. Customers feel that effect.
CONCLUSION
Will FAs still garnish meals with herbs?
There is no reason that United cannot continue to grow without cutting its premium product. Saying one is necessary for the other is a false dichotomy. No single change in itself is ever enough to move the needle, but over time the compilation of changes actually radical transform the product, or in the case of United Polaris, bring it back to a pre-Polaris era.
images: United Airlines
I vote for pre plating meals any day any flight, period.
For hygiene reasons?
Yes! You really do not want to watch cabin crew plate your meals ….
The alternative is some entry level kitchen employee in a warehouse having done it…..Were they wearing gloves and a hair covering? Did they wash their hands, etc., is the warehouse clean/sanitary? I guess we would all be crazy if we start “imagining” how food is handled by warehouse people, etc., all the way back to the farms.
It’s a UAL trademark that’s gone on throughout my lifetime. Start a service with splash and promise and gradually whittle away at it. Everything they’ve ever done has followed this trend. It’s why they’re so unpopular. Rather than start a service like Polaris slowly, then add to it with enhancements benefitting the customer…..they begin boldly and take away from it. This has happened with most elements of the mileage programs, onboard service, etc. Polaris will be here for awhile, then fade into history, just like Red, White, and Blue service from my childhood to Allegis, to countless varieties of transcontinental service. The list goes on. UAL is a follower in customer service and a leader in diminishing customer service.
One step forward, two steps back. You gotta love it. Here’s a novel idea: have a better product than your competitors, which will attract more business. Instead, this just illustrates that there has been too much consolidation in the domestic airline industry.
Maybe Scott Kirby will now start offering million-milers a sample of dog poo….because Delta does it.
OMG! Too funny!!
Airlines are acting like car dealerships more and more every year.
If XYX is doing it we better do it as well…….without thinking the ramifications thru.
You’d think United would take this time to lick American while their down. Start a fare ware at ORD to solidify their position. Sure United investors won’t be happy temporarily, but it would hurt American more.
Kick* American while their down.
But I guess lick can also work 🙂
However, when AA eliminated carry on bag fee on basic economy ticket to match Delta, United said they won’t follow them.
Good point.
Another great reason to fly Star Alliance partners up front. United’s inability to compete will just be magnified.
I noticed the drop in service. Have to ask for pajamas and slippers. Food and wine quality dropping. After being 1K next year, will be taking my business class fare to another airline. Most likely foreign carrier.
UA competes – or fails to compete- in the premium cabin on price, not on quality.
Matthew, do you think United will begin making cutbacks to Polaris lounges as well? That would be a shame!
I sure hope not. That would be a shame.
I fly SFO to HKG and back again on a bi-weekly basis (on my own dime). After the noticeable drop in product value for the Polaris cabin in 2018 I have switched to using EVA and Air Canada.
It is sad that safety is not even considered or mentioned by United leadership. Handling the amount of passengers they are fitting on a plane is not an easy task for the crew, neither for the passengers with less help and guidance.
This is so frustrating! How many articles have been written about surly United flight attendants who clearly lack pride in their jobs and the product, or how great and positive Delta flight attendants are because they have pride in their product? This just sets the bar even lower- especially with the epically slow roll out of the hard product in Polaris. How sad for United and its loyal flyers. It is never more apparent that US airlines are in a race to the bottom! Yet another reason why I will be spending more money on Turkish Airlines for the better service, after I have achieved the necessary spend to get my 1k status (hey wait a second, do you think this is something everyone does and is a reason why they upped the MQD?!!).
i think a blanket elimination of staffing positions on the flights is a dunderheaded, C Suite, counterproductive move. They should do it based upon booked loads. Work with the FA’s and establish when and when not to have the extra person aboard. Whacking staff based upon C suite paper metrics is bad business. They should know that these kind of top down decisions are counter productive.