In a move that aims to increase transparency and encourage flight attendants to provide excellent service, United Airlines will start sharing post-flight passenger feedback directly with flight attendants from that flight.
United Airlines Will Share Post-Flight Passenger Feedback Directly With Flight Attendants
After you take a United flight, you have the chance to take a survey on your experience. It includes questions like:
- How satisfied were you with the flight attendant service? (on a scale of 1-5)
- Did the flight attendants thank you for flying United as you deplaned?
- Were the flight attendants visible and attentive throughout the flight?
- Did the flight attendants have a positive and friendly attitude?
- Did the flight attendants provide a warm welcome as you boarded?
In 2020, United flight attendants received over 20,000 compliments. That’s right: over 20K people took the time to write about a positive experience they had onboard (compliments exceed complaints on a 20 to 1 ratio).
In order to address the feeling amongst many flight attendants that “I feel like the only time I hear from my supervisor is when I’ve done something wrong,” United will start sharing customer feedback from a flight with the flight crew from that flight.
Starting April 1st, United will share customer feedback on “select routes” with flight attendants based in Chicago and Honolulu. United says, “We’ll start the test small so that we can learn and improve the tool.” A flight attendant memo shared with Live and Let’s Fly explains:
By sharing this flight-specific feedback with each onboard crew, you’ll be able to see the impact you’ve made on each customer’s experience and we’ll be able to better recognize you for it.
United stressed to flight attendants that the new more direct feedback is not meant to be “punitive.”
It’s important to note that this is not meant to be punitive, and instead, we’re working to provide more transparency into the feedback we hear from customers.
In the coming months, passengers will also be able to complete surveys about the in-flight experience on both the United app and seat-back IFE screens.
While sharing customer feedback directly with flight attendants may appear to be punitive, if compliments outweighs complaints on a 20:1 basis the sharing of feedback should spur even better service by validating flight attendants who are already providing excellent hospitality onboard.
Do you ever fill out post-flight surveys? (I’ll admit, I don’t…)
image: United Airlines