As United Airlines seeks to increase customer satisfaction scores, it is asking flight attendants to deliver four basics on every flight. While these service reminders are plainly obvious, they mark a return to a pre-pandemic mindset on inflight service.
United Airlines Asks Flight Attendants To Focus On Being Visible And Attentive
United Airlines has zeroed in on raising its net promoter score (NPS), a “would you recommend United to others?” score that it views as a baseline for boosting loyalty and winning long-term business. These questions appear in post-flight surveys delivered via e-mail.
In a memo to flight attendants from John Slater, United’s Senior Vice President Inflight Services (and former flight attendant), shared with Live and Let’s Fly, Slater actually goes beyond asking and instead tells flight attendants:
Here are the basics we must deliver on every flight:
- Provide a warm welcome to customers as they board
- Show a positive and friendly attitude
- Be visible and attentive throughout the flight
- Thank customers as they deplane
(bolding mine)
As a frequent United customer, I must say that most flight attendants already do 3/4 well, though the third element (“be visible and attentive throughout the flight”) is the most hit or miss.
There have been a handful of flights in which I’ve just been ignored while entering or the flight attendant is handing out wipes while turned and chatting with a colleague, but those instance are few and far between.
Same with showing a positive and friendly attitude. Some flight attendants are certainly just going through the motions, but all have been courteous this year and far more often than not I do experience a “positive” and “friendly” attitude onboard.
I’m also routinely thanked while deplaning. The only instance where I may be skipped over is when a passenger in front of me stops to chat with the flight attendant stationed at the door.
But the third point is a tricky one, especially in the coronavirus era. For over a year, many flight attendants have rushed through a drink service in the back or meal in the front cabin and then kept to themselves in the jump seat or galley. This was not necessarily laziness, but by design. Indeed, some were still very attentive, but that was the exception, not the norm.
Now flight attendants are being asked to be visible and attentive again, which I interpret to mean constantly patrolling the cabin to see if passengers are in need.
I think it is an important step forward from the pandemic mentality and hope that flight attendants are willing to engage, especially after all have had access to months to the COVID-19 vaccination.
CONCLUSION
Flight attendants are being asked to deliver four basics on each United flight. While nothing extraordinary, the instruction to be “visible and attentive throughout the flight” marks a return to pre-pandemic thinking on service.
image: United
Hey Mathew why are you silent on the air travel statement made by a large number of democrats coming out of Texas? Their statement, by them posting pictures of their trip, being that this large group of democrats clearly do not support wearing masks on a plane (or traveling by bus).
This large group of elected democrats making this position clear even when it is violating federal mandate (which is currently controlled by the democrats).
How ironic! Or hypocritical may be more appropriate. If its ignorance, boy does that shoe fit!
You have certainly made political posts in the past. Why not on this clear travel / masks news worthy event?
Again this group of democrats made their position clear by posting pictures of their travels.
The fact that masks are required on private flights, which they apparently are, calls out the absurdity of the continuation of the mask mandate in the first place. With that being said, I’m proud of the courageous action taken by these Texas Dems and I wish them luck in DC.
If you’ve read Matthew’s blog for any length of time, I hardly think you’d come away thinking he’s biased towards Democrats….
Which makes this comment even more ridiculous.
Matthew is not obligated to comment on anything political as he sees fit. This is his blog, which is about his interest and experiences in aviation. What’s happening in Texas is more so of a political situation rather than aviation, and he has every right to comment or not comment on that situation.
That’s true, of course. But, it does seem like a interesting idea/suggestion (to me anyways) for a short blog post – not necessarily the tiring political aspect, but from the perspective of trying to clarify a contentious aviation rule (ie. are jet owners/fractional-owners and their guests required to wear masks?).
I’ve read that the mask rule does not apply on an aircraft being operated for its owner(s), and perhaps even fractional owners, and that is why companies like NetJets don’t require masks aboard the planes that they operate. It may be that one of the lawmakers on board is the owner or a fractional owner of the plane they’re flying on. I suppose it’s like driving in your own car, with family and friends aboard – no masks required – whereas probably best to wear one in a bus full of strangers. However, even if this is the case, it would just be a technicality, as I don’t see how the situation is any different from a chartered flight, which does require masks for everyone aboard.
Slow news day on Parler?
Hopefully they will see how much improving food and beverage beyond what they have today will raise the NPS for premium cabin customers
@Greg, I couldn’t agree more. I think this is UA’s biggest weakness at the moment.
Short-haul, I really don’t care much whether I see them or not. Long-haul, the bulk of my travels, is going to be a different story in getting them off their asses. Recent experiences may have influenced the tone of this post.
And now they do all that while showing their nasty tattoos.
That would be on dulta. You have your airlines ass-backwards.
Problem isn’t on the plane it’s getting to and into the plane. Terrible connections, understaffed security checkpoints in United designated lines(takes way too long), understaffed boarding attendants. I see the staff always working hard, I don’t see corporate supporting the staff adequately.
3 out of 4 basics is a bit generous. Number 3 for US based flight attendants is objectionable behavior. As a 300k miler business traveler annually, I have always avoided US carriers. That lack of service in coach is magnified in business/1st class, in comparison to foreign carriers’ flight attendants.
As long as the tyrannical irrational mask mandate continues, it will create an adversarial relationship between the flight attendants and their customers. Now that vaccines are readily available to all in the US, these policies should be ended immediately and the risk placed upon the individual. The flight attendant unions and airlines have also used “Covid” to reduce drink and food service in economy class that further increases the appearance that the flight attendants no longer exist to serve their customers but to manage them. When you can’t even buy food or alcohol in economy class while it is all available in first class, you send the message that all of this is an incoherent, irrational policy. It is a policy that is not based upon providing valued service to its paying customers, but on a nebulous idea of “safety“ that provides them an endless justification to harass and threaten their customers. No amount of door greetings will overcome the problem. As long as the mask mandate and reduced service continues, the flight attendants will be despised by their customers, whom they treat not as paying customers deserving of their gratitude, but as inmates in a temporary prison in which they are the guards.
MAGAt much? Did you hear about the 24 year old who had a double lung transplant due to COVID? No mask, no vaccine = stupidity. Happy to call yours out Matt.
So by your logic, if one American is killed by an immigrant or in the insane BLM riots, immigration must be stopped and BLM banned? Good to know.
The lines between flight attendants & healthcare workers are blurring. Management is more concerned w “satisfaction scores” than safety & responsibility. What next, aero styled white-boards ? As a physician, I’m more concerned w the life saving & emergency response aspects of air personnel. What next, Air Denny’s?
The pax in seat 4G on my recent flight UA 2260 SFO-IAH on July 12, 2021 refused to wear a mask during the entire 3+ hour flight. Numerous FA and 2 GA talked with the guy during boarding and during the flight. Several pax, including me, asked FA why they did not make him wear his mask.
My wife was sitting across the aisle, in 5L, I was in 6L. 4G was loudly talking about CIA conspiracies, the need for civil disobedience, his body/his rights, etc. and he got away with it. He even had his lie-flat fully down during takeoff.
FA and GA must be tired of enforcing the federal mask mandate but my wife and I were shocked that this pax was not removed before departure. Maybe he was a politician or GS?
I have video and pics of this but am afraid that, if I contact UA, I will be punished for filming during flight (though I had my chest strap attached to my seatbelt and my lie-flat was in fully upright position with the green light confirming this).
United already does the four “basics” and they do it better than their competitors. I’ve never met an unpleasant or non-attentive flight attendant on United. It’s the passengers that are the problem. It amazes me how much better United handles cringe worthy entitled “”people” compared to other airlines. United, like all airlines, has its share of problems. Their flight attendants are not one of them.
United already does the four “basics” and they do it better than their competitors. I’ve never met an unpleasant or non-attentive flight attendant on United. It’s the passengers that are the problem. It amazes me how much better United handles cringe worthy entitled “”people” compared to other airlines. United, like all airlines, has its share of problems. Their flight attendants are not one of them.
UA flight attendants are hiding during the flight because they’re ashamed of the catering. Plastic cups in long haul biz class and no printed menus is pathetic
Tattoos are not allowed on airlines, but I express myself with a tattoo. I’m into tattoos. I like a tattoo. It is fancy. I’m looking for a temporary tattoo under breast for my wife. It will be cool to have a tattoo. I’m checking at this page: https://wannabeink.com/collections/under-breast
I’ve had very few problems with flight attendants on United, nor did I on Continental. FAs working the front cabin are usually delightful. Some do plop down on the jumpseat during a flight for long periods of time. There is often galley gatherings generating far too much noise. This is annoying to everyone and makes a bad impression. I’ve never understood how a flight supervisor allows this to happen. I’ve said for years that a FA is 90% of the positive flight experience. A professional FA who is sincerely interested in her job is always a pleasure to fly with.
I hear you! Recently took AA from FRA to DFW in Business. Our FA’s in Business were in such a hurry to get that food…..out. Then while pax were eating, drinking most FA’s up front were talking. relaxing, eating. Certainly not being visible and attentive. Sure could have used a cup of coffee after my meal. Then when I called it was brought lukewarm….not even hot. Oh, well.
The other commenter is correct. Foreign air carriers are better at service and attentiveness. Seems like (SOME) of the US FA’s are just marking time and waiting for retirement, a buyout or working only to get their family on trips.
I hardly ever see FAs in the aisles except if there is food service. The seat belt sign stays on more than necessary and that is their excuse.
JONO You are correct and right on!! Jerry You have no clue you do not get it…
Sir, i am just wondering what you think about the other airlines here in the USA? I think United Airlines is doing pretty good compared to American, Delta etc.