A memo from United Airlines to flight attendants urges cabin crew members to create a “wow factor” onboard for passengers and offers a number of tips they can use to achieve that goal.
United Airlines Offers Tips To Create “Wow Factor” Onboard
A number of flight attendants shared a memo with Live and Let’s Fly that went out last week on the topic of in-flight service. It was included in a memo on recent catering updates and is relatively short, so I will first share the memo before commenting:
Flight attendants play one of the most critical roles in providing customers with excellent service. A recent study shows, “Service is more important to customers than price.” For our customers onboard this starts with boarding and ends with deplaning:
- Creating the WOW factor when the customer boards with a simple smile and offers a greeter item, is a great way to welcome customers onboard and set the tone for a great flight.
- Offering to hang coats for customers seated in our premium cabin creates a great moment for customer engagement.
- Create a relaxing environment by minimizing galley and overhead bin noise.
- Deliver a welcome beverage in our poly-carbonate glassware (internationally) and ensure all non-disposable glasses are collected and stowed prior to door closure; if a customer wishes to keep their welcome beverage, transfer the contents of the glass into a blue disposable plastic cup.
- “Thanking customers” for flying with us. It sounds easy, but this can change someone’s day during deplaning and help to create lifelong customers!
I would be quite interested in reviewing that recent study: the memo has no footnotes. Is service more important than price? That statement is probably too broad to be helpful, but I do think that we will pay more for the carrier we are loyal to: I certainly will. But always within reason, though. In any relationship between price and service there will reach a point in which price determines purchasing patterns.
Overall, I think these are all great reminders for flight attendants and most United flight attendants I encounter already do all of these things (maybe not the “thank you” part, though I have seen more of it lately, including on my last two flights).
This memo went out before the memo from the union urging flight attendants to “self-report” bad service. Is there a connection?
At some level, the contract negotiations currently underway cannot help but to influence any discussion of service. As flight attendants flight for industry-leading wages, there is more than just hourly wage or other pecuniary benefits at play, but working conditions onboard.
The timing of this memo and the fact that it was almost casually stuck into a memo on catering updates suggests to me that United is priming flight attendants for what may be explicitly increased service requirements in exchange for raises in a new contact. But that’s just a theory.
United wants its flight attendants to create a “wow factor” onboard by offering excellent service, including a smile and warm greeting. These customer service gestures should be a given already, regardless of contract status.
I have no way of gauging whether these memos are effective beyond my own experiences and the comments that you leave. Sometimes a simple reminder is all that is needed and this memo does strike me as a great reminder, though I must also add that more flight attendants than not are already doing a great job in terms of onboard service.
image: United Airlines