United Airlines wants flight attendants to recognize 1K members with a personal greeting onboard, arguing it will lead to more loyalty. It also wants flight attendants to proactively apologize for the lack of food and beverages currently offered for sale onboard in economy class.
United Airlines Tells Flight Attendants: Please Recognize 1K Members!
In a memo to flight attendants reviewed by Live and Let’s Fly, United explains the rationale behind offering individual recognition to 1K members.
Although we want to make all of our customers feel welcome and special when they are onboard our flights, we must recognize our most loyal customers. Many of our top-tier Premier members haven’t flown since early 2020 and as they return to travel, it’s important that we proactively greet them and thank them for their loyalty.
Citing recent post-flight surveys, United explained that Global Services and Premier 1K members cite onboard verbal recognition as “one of the most impactful things we can do to increase their satisfaction”
Addressing the lack of complimentary buy-on-board food and drink items for 1Ks who are not upgraded,
“As a (Global Services or Premier 1K), I would like to thank you for flying with us today and being one of our top members. I’m sorry we cannot offer you a complimentary snack and/or beverage as that service is temporarily suspended due to safety protocols, but we truly appreciate your loyalty and for choosing United.”
-or-
“Thank you for being one of our top members in MileagePlus. We really appreciate you trusting us with all your travel needs. I’m sorry we cannot offer you a complimentary snack today as that service is temporarily suspended due to safety protocols. As we begin to bring back those items we will once again offer them complimentary to you. Thanks for you flying with us today!”
This memo was likely prepared in direct response to Kyle’s incident onboard a United flight from Ft. Meyers to Newark in which he was berated by a flight attendant for asking about a complimentary snack box when his upgrade did not clear.
United further notes that complimentary food and drinks for 1Ks will return in economy class (and indeed, will return on more routes this month) as buy-on-board service returns.
CONCLUSION
United wants flight attendants to “please take a second to say hello, thank them for their loyalty and let them know how much we appreciate them – they haven’t seen us in a while.” I think it’s a great reminder.
As a 1K myself, I certainly concur in how much I appreciate a kind word from a flight attendant about my loyalty and business. I hope that many flight attendants, especially the one who snapped at Kyle, will read this and take it to heart. For those who already do, thank you.
By the way, this folks, is how customer service is re-trained. One memo at a time. One flight attendant at a time.
I was sitting in economy when a flight attendant came back and said “Do you realize that on this flight you will have passed 3 million lifetime miles?” I knew it but I was surprised that she had read the passenger manifest and found this. She chatted for a few minutes and gave me a bottle of champagne to take home. Of all my years of flying that recognition was certainly my most memorable with a member of the flight crew.
The push back from United flight attendants will be massive against this !!
That would require them to do more work, god forbid.
When management needs to implore something to employees it tells a lot about the company. United is a disaster. I was a 360 member with Delta for many years. There was not a single flight I was not greeted by a FA with a huge smile on their faces. I was approached at Delta lounges by employees asking if there was anything they could do for me. I got couple times to my seat on the plane to find a hand written note from the FA thanking for my loyalty and that they were happy to have me on the flight. I am sure they were asked to behave like that but it was genuine and I never felt they were not happy to treat me like that.
Yes, just because of Kyle. You guys are really that influential.
I also expect men will start sporting a Boutonnière again.
And there are no female 1K flyers.
“As a (Global Services or Premier 1K), I would like to thank you . . . ”
The grammarian in me would point out the misplaced clause in the above, which makes it seem like it is the flight attendant who has the elite status.
@DTWNNYC LOL!!!!!! HAHAHA SPOTON BUDDY!!!!!
As a 1K/GS for several years, I really appreciate this. But it makes me wonder why they dont train FAs with this customer service approach when they are hired.
And suspended complimentary food/drink in row 7 (first row of E+) due to safety protocols, but in row 3 (last row of FC) is perfectly safe…
United did away with giving us manifests and they took away the regional aircraft’s United iPhones so I literally have no way of knowing who the 1ks are on my plane.
Well, all the other ideas they had cost money.
(As a former 1K for a number of years, dropped to Plat right before COVID, I recall getting greeted occasionally. But I would have preferred more upgrade space.)
This is nothing new… and the airline is not “imploring” anyone. I’ve been doing this for years… and it has always been appreciated by the 1K’s and GS’s….it’s always a nice touch to recognize the high-end flyers, just as hotels’ recognize their high-end customers. Not sure why you’re making it sound as it’s such chore and a bother for anyone to do this.
Not just onboard flights, but United is now also expressing appreciation to 1K flyers and Million Milers when we call in to their customer service desks.
It would be nice to receive my first choice again in First Class, too. They’ve been doing front to back the few times I’ve flown.
I’ve noticed that too!
I really don’t get why people feel so happy to receive that kind of recognition f4om a FA memorising a script..
My airline status is important to me because it gets me into lounges (or at least it used to before *A airlines started doing away with contract lounges) and sometimes gives me better treatment during IROPS. The occasional upgrade is also welcome. I see no benefit in being told that my custom is valued- if anything, when it’s done by the people who can’t even give me the benefits they had promised me (e.g. taking away things like lounge access and Gold Track), it adds insult to injury and may elicit a two word response ending in ‘off’.
Recognition counts? Maybe Kirby should think of that regarding the outsourcing in Denver (“Good job people! here’s your pink slip.”) Or reinstate rank and file bonuses instead of throwing money at execs. How can you expect your people to recognize customers when you treat them poorly in return? No wonder United customers and employees are unhappy.
PM, recognition from a FA memorizing a script may be the nicest thing some of us 1Ks have heard all day. Some people value any positive human interaction.
Christian, are you a FA? Should I be bitter and angry when talking to FAs because United hasn’t treated me as well as their own execs.?
I always make eye contact, smile, and say “Thank you!” or some similar positive comment to the FAs even though I am paying for my flight and they are being paid to fly. What harm can come from being kind to others?
I get the point re human interaction, but the fact is that *A has proactively been cutting *G status benefits over the past year, while many of their members (and certainly UA and LH, who seem to drive these changes) have been protected from the effects of the pandemic by politicians keen to spend other people’s money, sometimes creating real distortions to the post-pandemic aviation landscape in the process (RIP Czech Airlines).
While I don’t begrudge anyone who is happy to hear the FA’s script, I wouldn’t be able to disassociate it from the fact that their employers have been nibbling away at my taxes as well as my status benefits.
“This memo was likely prepared in direct response to Kyle’s incident onboard a United flight from Ft. Meyers to Newark in which he was berated by a flight attendant for asking about a complimentary snack box when his upgrade did not clear.”
Right. Just because of Kyle.
I flew back from Frankfurt on Thursday and was indeed greeted by name by the purser and other staff and thanked for my business. A very pleasant flight with great, friendly staff.
And no recognition of those flying paid First Class.
In the UA F cabin, all passengers are treated equally, except 1Ks are treated more equally than others.
I’m a, OW FF with BA being my main carrier as I’m UK based. BA, for all their faults, has long had a “Gold Greeting” policy and a quick look on the flyertalk BA Board will often pull up a “I DIDNT GETY GREETING IM NEVER FLYING THEM AGAIN”! Thread ( where they’re generally mocked and it’s suggested they get over themselves). I’m only Silver / OW Sapphire but more often than not I’ll get that same greeting and of its any kind of ‘special flight’ ( birthdays, requalification flights, flight/ mileage milestones) they’ll bring it up and invariably hand over a couple bottles of champagne to mark the occasion. That said BA crews have iPads with a program that, so I’m lead to believe anyway, will highlight such things to CC.
I never expect anything ( especially as it’s a “Gold thing” anyway) but it always feels nice and is always personal with them taking the time to ask you about X and why you’re flying that day. If it was scripted I think it would show straight away and not mean nearly as much and youd hope that the quotes given were ideas rather than “script to read” but y’all are probably gonna have a better feel for that with your experience on United.
End of the day as travel starts to re emerge I think suggesting some small recognition of elites is nothing more than good business sense. after all of they haven’t flown with you for a while then is their loyalty still as firm or could they more easily be tempted to try AA, Delta etc. it may seem silly in some ways but for many, not all, it’s the little personal touches that create brand loyalty.b
What I hate is when a UA agent (phone or in-person) says with a rolling of the eyes “Oh, you’re 1K”. It is as if they really cannot be bothered to go an extra step with a loyal customer – even though they know they should. That tone is so unprofessional.
Damn, I’m just a few thousand miles short of 1MM. If it weren’t for COVID, I would have reached it by now. On the other hand, I’m not interacting with United much these days either…
Way before this memo came out I was on a flight from LAX-EWR and didn’t get upgraded. The pilot came back before the flight was boarded, introduced himself, and thanked me for being a 1k. I think I was the only 1k that wasn’t upgraded because I just switched to that flight about an hour before hand. I thought that was very kind and I made sure he was appreciated for his efforts. I would say 1 out of maybe 20 fights I get thanked for being a 1k. My flying never slowed down as my job is essential and still need to travel every week.
You know what, I’m a million miler. I’ve flown over a million miles with United. I never get thanked for my longstanding loyalty to United.
How about some love to those who are Star Alliance Gold and above?
I read Kyle’s account. Why on earth did he ask the FA ‘why werent more boarded.’ He’s a United blogger – he knows a FA wouldn’t have the answer. He was looking for confrontation and sore he wasn’t upgraded.
He could have asked ‘if there are any extras, Id appreciate it.’
The language of this memo is so awkward as well. ‘Thank you for being a 1k’ would be sufficient. Or ‘thank you for being a 1k – we’re looking forward to more normal service soon.’