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.
CONCLUSION
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
I think this is a good move. Transparent feedback is always a good thing as long as there is an understanding that more dissatisfied people take the time to write complaints vs happy folks that write compliments. I’m this would give me an incentive to compliment more often for good service.
I had the most Amazing experience with United flew from Chicago to Pensacola Florida
I had a boot on so needed a wheel chair along with my friends one had a plate in her ankle so the service from Chicago O ‘Hare to Pensacola Florida was superior! In Pensacola the ladies were waiting at the gate then took us to r rental car stayed with us until we got r car. Return flight back to Chicago O’Hare
was the same!!! I even got to sit in the pilot’s seat on the return flight when we landed, flight attendant mentioned kids can get a picture in the cockpit, I a senior asked can I get c it to attendant said of course took a picture on my phone, I was so excited, never saw a cockpit before. It was thrilling!!
Thank You United staff & crews
I’m glad they’re going to do this. I’ve actually changed some of my behavior at work based on feedback I’ve read on blogs like this and flyertalk forums. I’m a good flight attendant, but knowing what I’m doing right and wrong on a flight-by-flight basis will be helpful for me to see if what I think of as good customer service is actually being perceived that way by the customers.
What if a flight attendant gives a fake name as they often like to do? Will the fake flight attendant or the real one get the feedback?
“ 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).”
I can’t make sense of this.
Assuming this isn’t per flight attendant – since 20,000 would be way too high – are you saying United received 20,000 compliments systemwide (seams reasonable) and only 1,000 complaints (which seems totally unreasonably low)?
People tend to be more likely to leave negative feedback after a flight (or any experience in general) since it tends to get people more worked up / leaves a more indelible impression vs a good experience. Even with reduced COVID passenger numbers 20k seems way off
This is what the internal memo said, but I suspect it is specifically regarding flight attendant complaints versus compliments.
Oh Please. In 27 years of flying I could count the number of people I flew with who used a fake name on one hand. AND, that fake name was registered with the company.
I almost never get their names (or I fail to recall them at survey time), so I just note the cabin and seat I was in. UA will need a way to route feedback to the right FA.
If UA gets serious about this, each FA could offer a card w a personalized QR code and invitation to a survey. No name need be given on the card. (And I understand and fully accept the desire of any FA – of any gender – who may not wish to give their name to a pax; sad commentary about the times we live in, but true).
Excellent idea. I was on 2 United flights today. One had an amazing, very personable, caring FA; the other flight had an FA who was not rude but just went through the motions. I would like to compliment the great FA.
I hope that the flight attendants will receive anonymized feedback. Real customer information could make for an awkward situation.
I’m astonished that United had not done this before. I have written positive comments about many United flight attendants over many years, and I assumed that they were reported to the flight attendants too. Why in the world would an airline keep these comments secret? About five years ago we had a wonderful flight attendant in business class on our way to Hong Kong, and I learned from her that United had a flight attendant crew base in Hong Kong. I sent a note to United about her, but apparently she never got it. Shame on United, but better late than never, I guess.
When I want to submit a compliment for in-flight service, I make a point of getting the flight attendant’s name. Often he/she/zie will simply show his/her/zis employee ID with the relevant information so that I can take a picture of it. Was this a useless exercise?
There are some flight attendants who clearly enjoy their jobs and take pride in providing excellent and caring service to passengers. They not only make the flight more pleasant; they also help redeem one’s faith in humanity. I think many of us would want to smash in the faces of some passengers (for their safety).
I do provide post flight feedback, either good or bad experience. But if something is wrong, i will also reach out to CS to “share the experience” in a nice way so hope they will improve.
I have provided feedback many times. When our son was younger, there were many FAs (and pilots) who went out of their way to be kind to a young passenger. I’ll admit I have locality because of our experiences. I haven’t reported bad behavior as those instances weren’t too severe, just annoying.
Unfortunately, the ranks of flight attendants includes some really riff raff. If they get even slightly unfavorable comments, I expect a small number to retaliate against passengers, even stalking them on social media or trying to damage the passenger’s small business, if the passenger has one.
@Lorenzo
Yeah right! We both know this happens. Something for your reading pleasure:
https://liveandletsfly.com/update-kicked-off-flight/
I left a compliment for the ramp team at O’Hare for their care in repacking a bag that spilled while being taken off the cart.
At TWA and AA, any customer feedback that named a member of the crew was forwarded to that flight attendant and placed in their file. Having “orchid” letters was very valuable when anything negative occured and could offset a discrepancy. I had many so thank you to all who take the time to comment for exception care. When there were surveys passed out on chosen flights, the crew was given a copy of the ratings.
I wish American would do this. I’m based in Chicago and find ORD-based crews to be great. CLT, on the other hand, is horrible and I actively avoid any flight that touches Charlotte. CLT crews are unprofessional, rude, and mostly incompetent. I always wonder if legacy US Airways held recruiting events and North Carolina trailer parks as that’s the aura of the FAs.
43 years at United. Just separating now because of covid and I always rec’d feedback. Loved my “orchid” letters. Had very few “onion” letters. What they are speaking to here is the direct survey from your specific flight. And btw, for those wondering, United always knows which fa you are talking about. 🙂
Usually, the UA flight attendants I’ve dealt with have been fairly good. The ones that would rank a low score (with any airline) usually interact with people while holding one hand over their ID badge to protect themselves from complaints sadly.
Direct feedback is great if it is limited to behavior on the specific flight, not appearance or “feeling”.
Many times, people are upset over feeling “slighted” about something. Examples include but are not limited to buying a cheap seat, but wanting to sit in a premium seat; buying the cheap seats, checking the box that their group would not be seated together and now wanting to be together; not getting their choice of meal (The airlines have a hierarchy.); having the overhead bin above their seat full (It is shared space.); not wanting to wear a mask and expecting their flight to be completely empty. Since there are two sides to every story, it would be a better read and probably much more entertaining if the flight crew gave feedback in return.
Good morning.
Just wanted to comment on the exceptional experience I had during my flight to San Pedro Sula Honduras on United 1487 on May 4th /2023.
I was well taken care of by flight attendants Tisha and Johnnie. They made my flight stress less..
The service and their attitude was perfect. Made me feel a very valued Customer.
Keep up the excellent work guys….
We just returned to ORD from KEF on Wednesday May 21, 2025 on the most extraordinary flight with F/A’s Michelle,
Rachel & Patrick. The greetings, smiles, attention & service was superb! On this 3 week vacation we flew 3 International carriers and none could hold a candle to this flight. Thank you to this crew!