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! 😉
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