In an organization as large as a network carrier like United Airlines, it is hard not to be just a number. Yet an extraordinary number of flight attendants were recognized for their service in 2023, which importantly reflects that passengers do care and recognize excellent service.
Over 50K Compliments In 2023 For United Airlines Flight Attendants
A flight attendant shared a memo with me from John Slater, United’s Senior Vice President of Inflight Services, because one of my articles was referenced in the memo. What caught my attention, though, was a section on compliments:
Did you know flight attendants were recognized 54,685 times for various achievements in 2023? Of those, 12,947 of you received more than one compliment and recognition! Most of these compliments come from customer post-flight surveys, but many come from emails to myself, Scott or other company leaders.
That’s impressive, even as United has made it easier than ever to leave post-flight feedback via surveys which often hit your inbox moments after a flight lands.
United has about 27,000 flight attendants. That means that, on average, each flight attendant was recognized twice for their service. Of course, we know how this works: some of the most stellar flight attendants may have been recognized dozens of times, but am I the only one surprised by just how many praises were received?
United has teams that log these compliments and affix them to an employee’s permanent file.
I don’t tend to fill out post-flight surveys. Maybe I should, but if I have a particularly good experience (or bad experience), I will use the platform of this blog to write about it. It seems, however, that many passengers are taking the time to write in and I can only hope United is thoughtfully and analytically processing all this data.
To the flight attendants of United: it is very clear who loves their job and who does not. When you provide good service, it makes the entire travel experience so much better. Indeed, it has been the kind and compassionate care of flight attendants over the years that has kept me loyal for over 1.5 million miles on United (and one bad apple that almost drew me away a decade ago).
Keep up the good work: think long-term, not short-term. Don’t let contract negotiations spill into poor service onboard. When you are happy, your passengers tend to be happy.
The memo did not state how many complaints were received! 😉
CONCLUSION
United Airlines’ flight attendants were praised 54,685 times in 2023, which at the very least shows that many customers do care about service and also take the time to write when something goes well. The feedback is a testament to the service I am used to on United and should be a motivator to continue providing kind, caring, and compassionate service to every guest onboard.
image: United Airlines
Perfect timing for their contract negotiations.
The hidden good news about United does not really surprise me as the media tends to prioritize headlining bad news for more clicks and viewership. Passengers with modest expectations (i.e., not expect Singapore Airlines premium service), do their research, and behave in a civilized fashion will generally have a good flying experience with the Big 4.
How many complaints? Because this is like a gambler bragging how much he won without mentioning his losses lol
@Jan: +1. Typical of social media. Have you seen anyone posting their failures on social media? It is always success stories, accomplishments, wins. You never hear about their failures.
I’m sorry that your glass is half empty,…mine is half full!
@Matthew what happens when the compliment is attached to their permanent file? Would I be correct in assuming it doesn’t actually make much difference?
That I cannot answer. Maybe a flight attendant can?
Al we get is an email. Nothing much comes from it. I did go above and beyond for one specific family who had a child in the Make a Wish and I too had a similar story growing up so it touched home. I later got an email from my I flight director at my base and I got rewarded with bravo pints. Not much but typically, you just get a pat on the back.
they love to fly and it shows.
I’ve noticed more baseline consistently friendly UA flight attendants in recent years, though fewer of the ‘high finesse’ premium service types.
pmUA FAs used to be more inconsistent – you’d more often find either out of the park great or downright hostile, as Matt experienced – than you do now. That cuts both ways – fewer of the out of the park great, and fortunately fewer of the hostile.
We appreciate these surveys from United and compliment the fight attendants by name when they are extra friendly, humorous, or attentive. It’s an excellent way of leaving a non-monetary “tip” and encouraging continued positive service. Years ago there was a corporate training program called “The One Minute Manager.” One of its training principles for managing employees was “Catch them doing something right.” If you point out to someone that you notice and appreciate their good performance then they are likely to repeat it. When we board a plane, we always introduce ourselves by first names to the FAs and say that it’s an honor to fly with them. We have received 95% outstanding service for decades.
@InLA … +1 . On a long-haul in FC , I also tip her a new $ 100. in an unsealed envelope at the beginning . I ask her if I can ask for certain food to Not be given to me , ( for example , No nuts , No cheese , No fish ) . I also say I will ask for certain foods ( if they have them , for example , steamed vegetables , salad , soup , etc. ) She has always proved deserving of the tip . However , cannot do this on JAL or NH because of their culture .
And still united management refuses to negotiate the new contract fir the flight attendants. Of thec3 major airlines, United, American and delta, United flight attendant ate paid the least. $27 while the others pay $33. United flight attendants are not paid during boarding, they basically work for free till the doors of the aircraft are closed.
@Josh and Matthew:
Yes the compliments go in their employee record, at least on United. We’ve asked the FAs. That’s why we make a note in our phones about the date, flight number, and names of the FAs we would like to compliment. The power of saying “thank you” has long lasting effects. If service is just ok, we still thank them in person but don’t make a written compliment.
I did LHR-EWR on my birthday and the pueser made a point of stopping at my seat, wishing me a happy birthday and offering me a drink.
When I declined the drink he brought me a dessert from Polaris which was very thoughtful.
I made it a point of letting United know after the flight because I appreciated the personal touch.
A compliments to complaints ratio would provide a valuable metric that would provide some perspective. How do you improve if you have nothing to base improvement on?
27,000 flight attendants plus at United not 23,000
After 29 UA flights in the past the three months, I can truthfully say that “The Friendly Skies” are back! Thanks for jobs well done.
I’m a UA (CO) fight attendant myself and always go to work with a good attitude. One never knows what other crewmembers or passengers have been through (or are currently dealing with). In 25 years of flying I can still count on one hand complaints about me personally and I take them seriously. Most complaints are out of my control (no bin space, no luggage allowed at bulkhead, no meal choice) but a smooth, even-keeled response as opposed to a reaction makes a huge difference. The average intelligent person knows when you’re “doing your best” and many upset people cool off and apologize later for their behavior or language, which is gracefully accepted. I average 180 hours a month and deal with 1000s of customers and hundreds of crewmembers yearly. A friendly demeanor is natural, not taught in training.
Tip to customers: While deplaning, sincerely thank your crew if they did a good job. These in the moment interactions make a huge impact. If you noticed the crew you like was in the back for takeoff, thank them personally earlier since you won’t see them upon deplaning. Many times a passenger comes during the “after service/before landing” downtime and gives a heartfelt appreciation to all of us at once. This is great. Sidenote: if you have an issue, voice it during the flight and not as you leave (“My screen didn’t work!”) Nothing can be done at all at that time. Most issues can be resolved during flight.
@EWR2TXL … Thank you and may goodness follow you forever . You have a very demanding job , and I sincerely wish you well .
I have been with United for 35+ years now. they are the only Airline I use because of the way the Flight Attendants greet you, make sure that you are AOK, and if you require anything, they are there to help you and if necessary guide you. The are TOPS is my book. Also, so are the Pilots, they get you from place to place. Great Service that I know will keep on and on. Cheers JT
Really easy to say to not let contract negotiations bring down the level of attentiveness and service when the compliments and thank yous from passengers don’t mean a thing. I get maybe 13 compliments a week, it literally means nothing. It’s a notification on our work app, passengers are the worst in the last two years than in my decade plus working, it’s like a silent rage carried. The company doesn’t care, the passengers only care that they have their perks while we’re treated inhumanely at times, overworked and underpaid. A lot of suicides within the company and massive bloggers writing about the “subpar experiences” while the flight attendants are a second away from crying. The industry is not what it was, we have to take everything with a smile or get hit with the “if you don’t like your job quit” we like our way, we just want to be compensated fairly and treated like humans.