The famous Annie Walton, United Airlines’ rock star in Sydney, is the latest COVID-19 job casualty. While Annie herself is just fine, her position has been eliminated due to the pandemic. That’s reason for all of us to mourn.
United Airlines Sydney Legend Annie Walton Retires
Only one United airport agent has a dedicated thread on Flyertalk. Annie (and I call her Annie instead of Walton because she would have insisted upon it) does. First started 2008, the thread now spans 38 pages and is titled, “Annie is rock star.” Pictures and anecdotes relate time after time Annie has gone the extra mile for her passengers over the years. A key to her success? A photographic memory. She doesn’t forget a face and has reportedly recalled names even a decade later. But there’s so much more to her story than a good memory.
Here’s one memorable example and a great chance to meet Annie if you are not familiar with her:
I’m sad that I never met Annie. You’ll see my posts in that Flyertalk thread as well, going back to 2009. I’ve done four United trips to Sydney over the years and just happened to depart or arrive on her days off, most recently late last year.
Her kindness is displayed toward everyone…she doesn’t have an off-day. Here’s a cute story about an incident that occurred in 2012. A couple from Texas ran into a flight cancellation. With a thick drawl, the woman said, “Annie, you’ve got to get Bob on the plane because he’s got to go to a lunch.” Annie was curious about how a lunch could be so important, but got him home. A few days later she saw him on TV: blasting off on a rocket from Cape Canaveral. It wasn’t a lunch he had to get back for…it was a launch.
CONCLUSION
Dear United, my understanding is that she didn’t want to retire…that she was made redundant along with most of United’s staff in Sydney due to COVID-19. A colleague of Annie tells Live and Let’s Fly she agreed to a voluntary severance package. Whatever the case, what a sad day. For the good of the company and the good of all United travelers through Sydney, I hope United can find a way to bring her back.
Annie, you will be missed!
Have you experienced the famous Annie before?
Employees like Annie are worth so much more than can be measured.
Given the linked video and flyer talk threads etc it’s not conceivable that United doesn’t know who she is and what she is worth to them. So unless UAL is ceasing all Sydney service for an extended period it’s beyond belief that they would let her go. First of all her own managers should have been fighting tooth and nail to ensure that she stayed employed. Regional managers who should have known about her should have been doing the same. When a company is lucky enough to find and hire an Annie you don’t let her go. What you should do is constantly be using her as a case study for how things should be done.
I would bet my life that in her career United has received tens if not hundreds of millions in revenue as a direct result of customers who had such positive interactions with her that they made United their carrier of choice. What sane business lets an asset like that get away?
Ageism is Alice and we’ll at UAL
Ageism is Alive and well at UAL
Annie took VOLUNTARY redundancy.
I sent you an email…I’ve been told differently.
I am a United Purser and and am proud to call Annie my friend I first met her after 1986 the Pan Am merger with United afterc19 . I have never met anyone else in my 56 years with United that could come close to matching Annie’s customer service skills CUSTOMERS THAT GET ‘THE Annie experience in Sydney never stop talking about her.nCustomers come running up to me when they have seen me talking with her . At a church in Palm Desert Ca a woman overheard me mention my United rmployment a Nd the first thing she said to me.= was “Do you know “ANNIE’’?
I hope that when this Pandemic gets under control and passengers start filling our planes again that our customers will continue to call for. ‘THE RETURN OF ANNIE’
I’m certain if ‘annie Walton’ retired she did on her own want … UA gave us retirement packages we couldn’t refuse … so many many agents retired…. voluntarily. No one was forced to retire.
@Sheila: Are you U.S. based? Some foreign stations were not given the same options. Not sure about SYD.
Annie is truly a legend and one of the best United Airlines employees hands down! I have been flying from SFO to SYD for over 25 years and Annie always made me feel welcome and greeted me on arrival. I would say, Annie, how did you I was arriving today, and she would say of course I know darling and your here to see your family or are we working? Always brought a smile to my face! Annie is the quintessential
ambassador for United Airlines and it will be a loss with her leaving! So customer focused and solved problems with a smile and wink! Annie kept people on their toes! I suggest United dedicate an ANNIE Bronze Statue to honor the one and only United Rock Star!
Yet another causality of the Chinese virus.
Hopefully Agent Orange is the next one
It started in China but nonetheless its a virus so we appreciate it if you address it as the coronavirus 19 part of other coronavirus family of viruses. And just for your information Andy K the coronavirus started hitting the US when people were coming from Europe. Do we call them the European Virus? Oh by the way we should do so because the Flu and all other diseases that was brought to our first nation lands are from europeans during their hostile occupation of our lands.
And just where do you think the Europeans got the virus from,Jupiter? CHINA you bloody idiot THE CHINA VIRUS
Blue Sky, Europe is not a country. Your argument is stupid.
Let’s see, if you ran a business under these conditions that relies on people crossing a border – Australians are currently prisoners in their own country, even their own State! Time to study your history books folks!
Last time I saw that was looking at the business end of a sniper rifle in the hands of an East German Stasi assassin from an observation platform in Bavaria.
If you can’t leave your own country you are a prisoner and a slave, no doubt about it!
So with government essentially shutting down air traffic, Annie’s choices are slim and United is doing what any other business would do. I wish it wasn’t that way but it is and it’s time to take our collective heads back out of the sand. Here’s the ugly details….
https://www.traveller.com.au/australia-international-travel-ban-where-does-this-end-h1q8yw
@ Blue SKy
So we should stop calling it the Spanish Flu? Perhaps so as it reportedly originated in Kansas.
@ UA-NYC
Agent Orange will be a casualty of the Chinese Virus?
Yes society evolves in a generally more tolerant direction. Unfortunately there remains a few anachronistic people like you, who probably still uses terms like “colored” for people not like yourself.
@ Andy K
A figurative casualty at the very least
With his wanton disregard of all safety protocols, its amazing he hasn’t already gotten it
So sad I really love this lady ! I really can’t imagine going to Sydney and not seeing Annie! United has lost this one what a shame for them
I am in shock. I am a flight attendant for United and Annie always greeted me and gave me a briefing on her special passengers, not just GS, or 1ks but special folks she wanted me to look after, like the sweet couple that would come to Australia for cancer treatments every 2 months, or the many fans of the NFL in January. Annie was United Friendly always, I love her and I will deeply miss her, as will many other crew and passengers. It’s a sad day!
I have had the pleasure of meeting Annie several times. Such a consummate professional. Somehow she managed to remember my name. It’s not like we met that many times but she is so impressive. Companies that don’t realize the intrinsic work of employees like her deserve to fail.
We meet her before our flight to sfo back a few years ago. she was waiting to greet the US ambassador to Australia who was on our flight ✈️ she couldn’t have been sweeter to us or any of the waiting pasagers. Made everyone smile with her upbeat nature (not shy) attitude. Sydney won’t be the same without hrr.
I can’t believe they let her go!
I’m just curious. Not try to “stir the pot,” but how many of you “Annie fans” put pen to paper and let United know of this special diamond in the rough? I feel like I’m hearing Eulogies at a funeral. Maybe notes were sent. I hope so! I received upgrade certificates and tons of frequent flyer miles from two other US Cartier’s I’m a frequent flier on, fir sending such notes. One outstanding flight attendant allowed me to take her picture…which was sent with my letter. They saw her face and her name tag! My hope is United does have a file full of appreciation letters from travelers who encountered the now “orphan Annie!”
+1
@John: United has hundreds, if not thousands, of letters about Annie. What other airport agent would they do not one, but two stories on in Hemispheres, the in-flight magazine? Sadly, they probably could not have kept her and dumped the rest of the SYD staff (and to be clear, the entire SYD staff are gems. Annie often gets all the credit, but the SYD staff was really special).
Annie is an amazing person and will be greatly missed. I passed through SYD twice a year with my son and always enjoyed her energy and genuine personality. I am truly sorry to hear this news on many levels. All the best Annie and thank you for making our travels through SYD that much better!
Oh dear Annie! I wish I could have had one more flight with you to wish you the absolute best in your retirement! You have given with a true servant’s heart and all of the employees who have worked with you can learn from your graciousness. I wish I could have taken you to see Paul McCartney, like we talked about!
If anyone has a connection and can gift Annie with tickets to see Paul McCartney, she is a huge fan! It would be a blessing to her, and just a small token of the massive appreciation we all have for the work she has done in SYD.
I worked with Annie for the past 8 years and I agree she is a ‘ROCK STAR’.
I am honoured that she is my mentor.
How many times did I smile as I watched her professionalism, especially at functions that she would attend (in her own time I might add) always so loyal to United Airlines.
She taught me no matter what the situation, to be kind, to listen, and most of all to understand other people’s needs.
I will miss her great humour, her smile, and the red lips.
Come back Annie
Annie was such a positive example of how to show our customers how appreciated they are..I will miss her big caring heart, attention to detail and knowledge of everything that was going on around her. What an asset to this company. We will definitely miss her and all her Goodness!!
Gretchen Densley Purser Houston
Annie was always a bright spot in my day when I would work the trips from SFO. She would always say, ” Hello Danny…I hope you had a good layover/trip!” She was amazing with our customers and everyone loved her. The day I had my stroke leaving SYD for SFO…she was amazing and helped coordinate my care when we did the emergency air return. She was one of the first faces I saw when I came to the hospital. She will always hold a special place in my heart.
I was there the day this lady was put on another flight by “Annie”. I’ve worked with her for more than 3 years and can ABSOLUTELY assure you that Annie has literally 0% system knowledge. United checkin agents (or menzies staff rather) are all trained to rebook any customer that has missed their united flight free of charge to the next available flight. ALWAYS. This is not a one off and all Annie did was get credit for someones work. So sad.
To anonymous,
I believe you must be mistaking Annie for someone else. My family of 4 have been flying SFO or LAX to SYD and back at least two times a year for 21 years. She has watched our boys grow up and has always remembered their names and is easily the nicest agent we have ever dealt with. When we have had problems with flights or seat assignments she was always there and helped us out EVERYTIME. Your knowledge of the rules is also incorrect, United will book you on next “available” flight and may charge the difference in fare. It was not United’s fault someone was late. Annie was a credit to the company and we always looked forward to chatting with her in the departure lounge. She has always especially wonderful to our then 1 and 3 year old right from the start, even being in the lounge, right up until our last trip at ages 23 and 21. We had heard that she was retiring a few years ago and asked her about it, she replied “not yet that I know of!” She will be sadly missed and John, Tamara, Ian and Ethan wish her the very best in her next adventures!
You may have re-booked the passengers, but, I doubt you knew them by name.
Customer service isn’t just about rebooking, it’s the lasting impression that counts.
I can assure you Annie will be missed, and the love for her work was contagious.
Annie, you’ve left a gap I can assure you will never be filled by another. You’re one in a million, the whole reason why you stood out.
I too am a Menzies staff member and I miss your presence, your vivacious personality, and most of all, your genuine love and passion for United Airlines and the passengers.
So sorry to see Annie go!!
Many of us who flew so regularly out of Sydney would repeat her favourite line “we’re keeping you in lipstick luv”
Will dearly miss her beaming smile.
Whatever UA payed her was never enough.
Oh my
I am Just reading now of United letting Annie go. Mike and I were on one of the last flights out of Sydney March 16 2020 (I was only in Sydney for 8 days having to return to USA early)
We so hoped to see her this February but we will not be permitted in.
Since Annie was the PUBLIC FACE of UNITED in Sydney I am astonished she was let go.
Looking after every passenger as if they were the ONLY focus for that day was the special ability and demeanor of ANNIE. She could solve ANY problem with calmness and yet a sense of urgency When some 5 years ago our flight to LA was canceled, she was charged with housing the passengers at sydney airport, triggering bringing back all customs and immigration officials so we could leave the airport proper, issuing vouchers AND then greeting all her passengers the next morning having been rebooked. She IS SIMPLY
MARVELOUS and WAS a feather in United’s cap. United: I’m not sure letting Annie go is in UNITED’s interest!!!
Take note of these letters!
We love you Annie
Jill and Mike from Chicago