I’m curious to see if this ends up proving helpful or not…
In this post:
United Airlines tests real time surveys
United Airlines is taking an interesting new approach to feedback. With this, the airline will introduce new methods for soliciting feedback, and also new ways that this feedback will be shared with flight attendants.
First of all, United Airlines will start soliciting feedback through real time surveys. That means during the travel experience you’ll have the ability to complete surveys about your flight directly through the United app or through the seatback entertainment. You’ll be asked about various aspects of your experience, including the service.
There’s more, though — United Airlines will start more directly sharing feedback with flight attendants from the flights they worked. This is starting as a trial, with Chicago and Honolulu based flight attendants being the first to receive this feedback.
As United Airlines explains this program in a memo to flight attendants:
By sharing this flight-specific feedback with each onboard crew, you’ll be able to see the impact you’ve made on each customer’s experience and we’ll be able to better recognize you for it. It’s important to note that this is not meant to be punitive, and instead, we’re working to provide more transparency into the feedback we hear from customers.
It’s not surprising that the intent here (at least initially) is to share more positive feedback than anything.
It’s claimed that in 2020, United flight attendants received over 20,000 compliments, and that compliments exceeded complaints at a 20:1 ratio. I can’t even begin to make sense of that, because it suggests that United received only 1,000 complaints about flight attendants in 2020, which would be around three per day. Strange.
Customers will be able to share feedback through seatback entertainment
What United’s flight attendant union says
The Association of Flight Attendants (AFA), which is the union representing United flight attendants, has now chimed in on this new program. The AFA is addressing the concept of real time surveys, rather than the concept of feedback being shared with flight attendants.
Here’s the concern United’s flight attendant union has:
While the program is geared to focus on constructive or positive feedback, we all understand that this also offers an opportunity for less positive responses as well. We’ve all been in situations where we get frustrated, and after some time and perspective feel differently. The instant gratification of this concept could lead to potentially negative reports that lack objectivity.
The union is reminding flight attendants to file incident reports on the spot when things go wrong, so that flight attendants can share their perspectives:
Having said this, it’s a good time for a reminder on the importance of completing an IOR when required and when we feel our perspective on a particular interaction needs to be accurately documented. It’s important for us to take actions necessary to give a clear picture of any questionable interactions.
The union acknowledges that this initiative “may be well intentioned,” but says that it’s “easy to see how misunderstandings can occur during our typical work days.” The note finishes by stating that it’s “prudent to take the steps to make sure we are not at a disadvantage due to the unintended feedback that may result from this new program.”
The AFA acknowledges that this initiative “may be well intentioned”
My thoughts on United’s new feedback program
The concept of United Airlines’ feedback program is commendable. Looking at the US airline industry more generally:
- The lack of a real feedback loop is one of the major reasons there’s so much inconsistency when it comes to service at US airlines; flight attendants don’t have much accountability
- In addition to the lack of a feedback loop, another major issue is that not much is actually done with feedback, or at least it doesn’t have many implications; flight attendants generally aren’t rewarded for good service, since seniority is the most important metric in terms of pay, bidding, job security, etc.
- Nonetheless lots of flight attendants do an exceptional job, not because they’re incentivized to do so, but rather because they just choose to come to work happy every day and give their all
- While there are definitely situations where this might not work as intentioned, it’s still a great concept — it allows people to provide real-time feedback, and also allows flight attendants to hear what passengers think, both positive and negative
- I do wonder if this is the ideal time to launch a concept like this though, since at this very moment flying isn’t really about the service; are passengers going to give flight attendants bad ratings if there’s no drink service (due to company policy), or if the flight attendants ask passengers to wear their masks?
Could a feedback loop help improve airline service?
Bottom line
United Airlines is doing something innovative (at least among US airlines) when it comes to soliciting feedback. The airline will be seeking instant feedback from customers through surveys in the app and the seatback monitors, and then that feedback will be shared with crews.
I think this is a step in the right direction, as a feedback loop can be valuable. That doesn’t change the fact that there’s not much of an incentive to provide great service, but baby steps.
What do you make of United Airlines’ new feedback program?
On my return flight from SAT to IAH, (UA1347, 9/25/2023) an agent insisted that I would need to pay for and check a bag despite the fact that the bag had food items for my flight. I reminded her that individuals are allowed a food bag for consumption. She disagreed, and I offered to consolidate my food items with my clothes.
When I arrived at my gate, I noticed this rep calling the other agents...
On my return flight from SAT to IAH, (UA1347, 9/25/2023) an agent insisted that I would need to pay for and check a bag despite the fact that the bag had food items for my flight. I reminded her that individuals are allowed a food bag for consumption. She disagreed, and I offered to consolidate my food items with my clothes.
When I arrived at my gate, I noticed this rep calling the other agents to the rear of the podium for a private meeting. As I commenced to pre board, the gentleman that was seen going to the rear of the podium with her told me I that I had to check and pay for my computer bag. I ensured him that the bag fits under the seat and it was a computer bag I purchased online and showed them. He then consulted with another agent that approached the podium, of whom confirmed that the bag fits under the seat.
As I was boarding this rep continued her antics. I reminded her how her actions are now harrassing
from the counter and now the gate.
I am a wheelchair passenger that is temporarily disabled from ankle surgery, and did not need to be harassed in this manner. Furthermore, this customer service ability is deplorable, condescending, belligerent, and Harrassing. Not only does she give a wonderful airline like United a bad name, it appears that she is discriminatory against budget travels, that are particularly people of color. This behavior is inappropriate and unacceptable.
I contend that this rep requires additional customer service training that underscores customer empathy and good service, discrimination of any kind (I.e., budget fare, ethnicity, wheelchair passenger), as she is a representative of United Airlines that puts their customers first. As we are well aware, SOCIAL MEDIA has become an EXTREMELY POWERFUL tool to air grievances because it reaches SO many people that could impact revenue stream.
Would like to… Thank All the People, Pilots Flights Attendants, Registration, Etc involved on my trip from Atlanta to Fresno Ca.. Very polite, I never flew United before… Was very pleased, Thank you to all of you, Keep up the amazing job everyone
They charge us for our suitcase, first time in my travel experience.it’s really disappointing.:( just because they said that we have our ticket thru third party.. we have our ticket for package deal with American Airlines and delta they allow our packages coz we always have our tickets on Orbitz. The customer service said that we are not American Airlines or delta, so rude … im not gonna travel with united airlines again. I will...
They charge us for our suitcase, first time in my travel experience.it’s really disappointing.:( just because they said that we have our ticket thru third party.. we have our ticket for package deal with American Airlines and delta they allow our packages coz we always have our tickets on Orbitz. The customer service said that we are not American Airlines or delta, so rude … im not gonna travel with united airlines again. I will pass this on to my family and friends .. we paid our tickets and no courtesy bags omg… so if u travel no carry on lol … I don’t like to pay :( all airlines allow us to put it on compartment except united airlines:(
Thank you Agent Neil from United Airlines. He was outstanding and needs to be commended for his above and beyond help in doing four reservations during our difficult time. My brother, the Father and Grandfather to the four passengers that needed to get on flights to attend the funeral services, with one passenger that needs to arrive a different day to receive dialysis, was a very difficult task. Neil handled it was ease and compassion....
Thank you Agent Neil from United Airlines. He was outstanding and needs to be commended for his above and beyond help in doing four reservations during our difficult time. My brother, the Father and Grandfather to the four passengers that needed to get on flights to attend the funeral services, with one passenger that needs to arrive a different day to receive dialysis, was a very difficult task. Neil handled it was ease and compassion. His professional attitude along with his sympathetic approach has relieved our family from the stress associated with this task. Thank you Neil for your outstanding customer service and may you be recognized for your outstanding abilities.
Respectfully
LucilleHaley
I would like to leave praise for one of your employees at the Charles de Gaulle Airport in Paris. I believe his name is Lardi. He worked at 7:40 am on October 3, 2022 at the Premier check-in desk. We were flying on flight UA986. My confirmation #NF9XKZ. He was extremely efficient and very friendly. His explanations to us about the location of the gate for our flight, the fact that we could use the...
I would like to leave praise for one of your employees at the Charles de Gaulle Airport in Paris. I believe his name is Lardi. He worked at 7:40 am on October 3, 2022 at the Premier check-in desk. We were flying on flight UA986. My confirmation #NF9XKZ. He was extremely efficient and very friendly. His explanations to us about the location of the gate for our flight, the fact that we could use the Air Canada Club and its location (we are members of the United Club,) the times associated with our flight, that we had t to claim our baggage at the airport in Chicago (international flight so we had to go through customs and immigration before our connectiong flight) and in all other respects. He jotted down the various times and locations.
Edward Lipton
I have flown the last several weeks Sunday from IAH to FLL and returning FLL to IAH Friday nights same flight. They're is an issue with the bag size with people's carry on luggage. I sit in row 7 or 8 every week paying for the upgrade and I'm lucky if I get my 1 carry on over head in rows 18 to 20. My carry on is perfect size limit. I measured it to...
I have flown the last several weeks Sunday from IAH to FLL and returning FLL to IAH Friday nights same flight. They're is an issue with the bag size with people's carry on luggage. I sit in row 7 or 8 every week paying for the upgrade and I'm lucky if I get my 1 carry on over head in rows 18 to 20. My carry on is perfect size limit. I measured it to be sure I didn't get flagged to save time waiting for a checked bag. They're are people taking bags 3 times my luggage size and not allowing me to get off the plane because I have to wait for the people to get off to go to the back to get it to get off flight. Not to mention how hard it is to get back to my seat when I place it up top on boarding to have to beg people to let me by to get back to my seat. I get to be home for 24 to 36 hours because of work to spend time with my kids. It's take me a couple hours to drive to and from the airport also. Every hour I waste playing with getting my luggage and the constant delayed flights takes away the minutes I have with my babies. Please enforce the bag size and limit. Please! Stop letting 1 small baby board with 10 family members also. There has to be a limit with this madness. I stopped flying Southwest for the same reason. I need every minute with my kids I can get. Please.
I am not the type to write comments and reviews, however I feel that the very special and unusual genuine
care and concern that I both witnessed and experienced, can not go unrecognized. I was on flight UAL73 from Tel Aviv to Dullas Washington on Sept 18 2022. Seated next to me was a young child who's parents were in a different row. This was a night flight, and the child fell asleep .Even...
I am not the type to write comments and reviews, however I feel that the very special and unusual genuine
care and concern that I both witnessed and experienced, can not go unrecognized. I was on flight UAL73 from Tel Aviv to Dullas Washington on Sept 18 2022. Seated next to me was a young child who's parents were in a different row. This was a night flight, and the child fell asleep .Even though he was wearing a neck pillow, his head was not in a good position. One of the stewardess noticed this child and went to get him additional pillows and spoke to the mother to get permission to reposition the sleeping childs head. She carefully propped up his neck and head while he slept so he should be more comfortable and breathe better. I slightly helped her with this. This stewardess came back with a first class kosher meal and gave to me with a thank you for helping her . She came back multiple times to check on this child, and asked me too if there anything I could need for myself. Her name is Jessica , and I very much want her supervisor to know what a special employee he has! Extremely unusual and very much appreciated! I don't know how to send this message to the appropriate address. If anyone knows, can they please forward this to Jessica's supervisor. Thank you very much. Also if you could inform me that it was indeed sent I would very much appreciate this. My email is [email protected]
I recently booked a flight to Las Vegas with one of your agents thru my frequent miles. Her name is Jasmine, it was a pleasure to work with her. She really took her time to help me find
the right flight i wanted. You should have more people like her working for the Airline.
She was very kind, helpful and very pleasing.
More power to you Jasmine!!!
On August 31st, 2022, Iwas suppose to fly UA9842. To Newark NJ, and catch a connecting flight UA1032 to Tampa. My flight from Vienna to Newark was canceled due difficulties with plane I had stay Vienna overnight and flyout the next morning. Due to this issue I had to miss time from work on Friday, feel that I should be compensated for this issue.
d been changed leaving at 1115 arriving at 116 pm Sept 15. I have had to change my flight to the night before in order to get a transfer the next morning. I will have to stay in a hotel the night before does the airlines give any compensation for having to pay for a hotel room the night before. Now leaving at 625 arriving at 830 pm on the 14th. Thanks.
Hello, my name is Lavern Pennant i was on flight UA4182 to Newark-Liberty to connect to flight UA1747 While on the flight from Washington the plane was taxing when i received notifications from the other flight was boarding .thenwe got off in a rush to get the shuttle us over to gate C .when we arrived on the shuttle there were no driver on the bus i kept coming off the bus to ask why...
Hello, my name is Lavern Pennant i was on flight UA4182 to Newark-Liberty to connect to flight UA1747 While on the flight from Washington the plane was taxing when i received notifications from the other flight was boarding .thenwe got off in a rush to get the shuttle us over to gate C .when we arrived on the shuttle there were no driver on the bus i kept coming off the bus to ask why are we leaving the bus is boarded with everyone who is trying our best not to miss our connecting flight she put us all on the other bus.when i got to gate 86c was told that my gate now is 81, tired and exhausted iwas got to the gate to told that my flight had left felt so defeated with all my efforts still there i was trying to get the next flight home i was given a boarding pass for 7.04 next morning .i ask pease can i be accommodated for no fault of my own why i miss the flight.i was told no by your attendance at the Gate 81C . i had to sit up for over 12 hours with a bad back and hip complications i notice that everyone else was no where around in the airport but me from that flight when i saw them at the gate the next morning they asked where was i because the all got hotel accommodations and food vouchers .i was even more upset at the disregards of our badly i was being treated my airline representative i would like to be compensated for all the health problems i suffering from now that i had to sit up all night long for 12.hrs and more
Gentlemen of united, I would like to express my discomfort at the events that occurred on Monday May 17, arriving from Chile to Houston we had our connection with flight UA1068 to Los Angeles which was canceled, from that moment our nightmare began, we only informed ourselves by the screen, we went to C3 to ask for information, but at that time everything was deserted, we went to E24 using logic since our flight left...
Gentlemen of united, I would like to express my discomfort at the events that occurred on Monday May 17, arriving from Chile to Houston we had our connection with flight UA1068 to Los Angeles which was canceled, from that moment our nightmare began, we only informed ourselves by the screen, we went to C3 to ask for information, but at that time everything was deserted, we went to E24 using logic since our flight left from that gate, at 7:34 am but it never went, no assistants, no staff , nothing at all, we dialed a QR code for 2 hours without getting a response, all the people who had the same problem got together and headed back to C3, in front of this customer service, on this occasion they were attending, Blanca Melendez an angel attended us in this unpleasant episode, she helped us looking for an alternative to return home, we were devastated, tired, disappointed, but she solved everything like a great professional, she got us the U flight A2675 IAH-LAX, plus 2 vouchers to eat and recover our bags that had been sent to Las Vegas, they arrived before us in Los Angeles, after this odyssey, it had a happy ending thanks to Blanca Melendez thank you thank you thank you.
Tried to get touch with someone to help with the ticket that I bought last year. But nothing is happening
i suppose to come 11th march 2022 but they cancel my flight so i bought with etihad air line and paid more money my name keshavbhai r patel and ff no. tp082535 and my wife name savitaben keshavbhai patel. ff no.vv841126 and another flight was very expensive so please help me out
I have been a frequent flyer customer for a couple of decades. United is my airline of choice. I want to suggest/start/or help get a program for other United customers and myself to be able to donate a charter flight to get refugees out of Poland by use of our mileage program.
Even though it would not be a money maker for the airline, maybe it could be a tax deduction or donation/expense for...
I have been a frequent flyer customer for a couple of decades. United is my airline of choice. I want to suggest/start/or help get a program for other United customers and myself to be able to donate a charter flight to get refugees out of Poland by use of our mileage program.
Even though it would not be a money maker for the airline, maybe it could be a tax deduction or donation/expense for the airline. I am a out of work accountant but would be able to help administer the program with my skills or at the very least just donate a flight for someone who needs it. Thank You, Maryann Halley
I fly weekly. Most are good but more and more of the obviously liberal attendents are on a power trip enabled by the stupid mask mandate. Just makes flying miserable. I hate it. They are just plain rude
Thereis no empaty to the to the traveler, my fly was change ones and the gate was changed three times from end to end. From gate 72 to gate 82 from gate 82 to gate 105. I do understand that I purchase a low fare ticket, but i have pay around 300 dollars for regular logage. At first have being truying to upgrade my ticket for almost two weeks but it was inposible. Every time...
Thereis no empaty to the to the traveler, my fly was change ones and the gate was changed three times from end to end. From gate 72 to gate 82 from gate 82 to gate 105. I do understand that I purchase a low fare ticket, but i have pay around 300 dollars for regular logage. At first have being truying to upgrade my ticket for almost two weeks but it was inposible. Every time I ask a question i was answered with and actitude from the representatives of United airlines. Regardles of the ticket i beleave you should not ruber in thw dace that is a economy ticket and have a smarck on your face. If you cant provide a good customer service to all, you should not sales this tipe of tickets. I always travel with America airline they always treat me with respect.
FLIGHT UA 3629, SARASOTA TO NEWARK, I FLEW FIRST CLASS AND WAS ATONISHED AT THE SERVICE I RECEIVED. THE STEWARDESS HAD A PLASTIC TRASH BAG HUNG ON THE ENTRANCE OF THE FLIGHT WITH THE HAND SANITIZERS, NEVER SUGGESTING YOU TAKE ONE, NOR WAS THERE ANY ON BOARD GREETING. SHE RATHER BE ON HER PHONE TEXTING, EVEN ON TAKE OFF AND LANDING WHEN PHONES SHOULD BE SHUT OFF OR IN THE BATHROOM FIXING HER HAIR. SHE...
FLIGHT UA 3629, SARASOTA TO NEWARK, I FLEW FIRST CLASS AND WAS ATONISHED AT THE SERVICE I RECEIVED. THE STEWARDESS HAD A PLASTIC TRASH BAG HUNG ON THE ENTRANCE OF THE FLIGHT WITH THE HAND SANITIZERS, NEVER SUGGESTING YOU TAKE ONE, NOR WAS THERE ANY ON BOARD GREETING. SHE RATHER BE ON HER PHONE TEXTING, EVEN ON TAKE OFF AND LANDING WHEN PHONES SHOULD BE SHUT OFF OR IN THE BATHROOM FIXING HER HAIR. SHE SHOULD HAVE PAID MORE ATTENTION TO HER APPEARANCE BEFORE SHE LEFT HOME AND IRONED HER UNIFORM. THE ONLY TIME SHE SPOKE TO US WAS TO ASK,"DO YOUS WANNA DRINK". HAVE NEVER BEEN MORE DISATIFFIED WITH AN AIRLINE IN MY LIFE. HOWEVER, THE DEPARTING FLIGHT UA 1215 WAS A DREAM, THIS STEWARD WAS ON TARGET. HE PROVIDED GREAT SERVICE, WAS POLITE, COURTEOUS, A TRUE PROFESSIONAL, GREAT AT HIS JOB! I BELIEVE JUSTIN WAS HIS NAME. KUDOS, TO JUSTIN!
My usual issues are not with the flight attendants. They are with delays that seem to happen on every flight. No tow bar available, No crew, mechanical problems,
United Airlines is the worst airline I have ever dealt with rude employees and delayed flights changed gates several times flew out of Orlando to Houston then to Monroe never again
My Husband and myself had tickets to fly out of Albany on November 22nd traveling to North Caralina & with a return date of November 30th.
We had a family emergency Our Son had to be admitted into the Hospital and I had to go to North Caralina earlier to be with my Child and Grandson.
My Husband did travel on the 22nd as planned. When we were to return on the 30th...
My Husband and myself had tickets to fly out of Albany on November 22nd traveling to North Caralina & with a return date of November 30th.
We had a family emergency Our Son had to be admitted into the Hospital and I had to go to North Caralina earlier to be with my Child and Grandson.
My Husband did travel on the 22nd as planned. When we were to return on the 30th of November we got to the Raleigh/Durham Airport and my husband had a ticket and I also had a Ticket, but I was told it was no longer valid due to the fact that I did not travel on the 22nd so I had to Purchase another Ticket to get home. I did not know that was a policy so it costed me over $200.00 more than it should have, also made me pay 35.00 for my husband's luggage when traveling into NC it was ok as a carrier on but returning for some reason it was not. I was very dissatisfied with the way I was treated.
The question is what will be done as a result of the survey. Will passengers take this seriously? Will action be taken? etc or are they just going through the motions of doing it.
My only answer to any of their questions would have to be stop wasting money on all of this garbage and pass the savings on to us in our ticket prices.
Maybe they should do something about the 2 1/2 hour hold times for Customer Service or the Customer Service reps that hang up on you that have passengers furious before they even board the planes. Once we use our flight credits for our canceled flight, I will never fly United again as long as I live.
During the merger between United and Continental Airlines, Continental dropped the 1- 800 we care 2 feedback line. I was able to use this number many times after being miss connected, delayed or once being verbally abused by a captain who had been handing out his political propaganda at the gate prior to boarding the plane.
I think it’s a great idea.
In most cases, people do their jobs and we all go...
During the merger between United and Continental Airlines, Continental dropped the 1- 800 we care 2 feedback line. I was able to use this number many times after being miss connected, delayed or once being verbally abused by a captain who had been handing out his political propaganda at the gate prior to boarding the plane.
I think it’s a great idea.
In most cases, people do their jobs and we all go on our separate ways.
In some circumstances there are people who deserve recognition for going above and beyond. And unfortunately, there are situations where flight attendants have presented themselves as air marshals with a heavy hand.
By the time you get off the flight with one of these individuals, it’s not as if you want to write a book report to the airline to report an A-hole.
Unless United wants to hire “secret shoppers”, this should help them recognize problems in the air that can be avoided in the future.
It is not the flight attendants who need reviewed by passengers, but the gate agents who in my experience have always been condescending (especially to people of a different ethnicity than theirs). In my experience, the flight attendants have been kind, gracious and hard working and helped passengers who were humiliated by gate agents as my experience was with Delta. United agents were that bad too, but the flight attendant made up for the pain...
It is not the flight attendants who need reviewed by passengers, but the gate agents who in my experience have always been condescending (especially to people of a different ethnicity than theirs). In my experience, the flight attendants have been kind, gracious and hard working and helped passengers who were humiliated by gate agents as my experience was with Delta. United agents were that bad too, but the flight attendant made up for the pain by her kindness. United was made aware of the situation, but other than a response that they will look into it, I have yet to hear back.
Alaska has been doing this for a few years now, sharing the comments directly with flight attendants, gate agents, etc. You can submit a survey in real-time, they even solicit for it with alaskalistens dot com and a manager has 24-48 to review the comment and reply if necessary.
@INS Vikrant - I disagree with you, in comparison to all those paid and sponsored bloggers out there he seems to show us the real non-bullshit world of travelling. I don't think you can grow a channel this big and influential if you make these things up. Anyways, he is much more realistic than Sam Chui.
I have observed too many passengers taking out their frustrations on cabin crew.
Seats, upgrades, meal choice that the passenger is unhappy with of which cabin crew often have no immediate responsibility or any control over.
I’ve even overheard other passengers taking out their frustrations about the weather and TSA on the cabin crew. After bad encounters elsewhere (even a fight with the significant other) and many are just looking for a target....
I have observed too many passengers taking out their frustrations on cabin crew.
Seats, upgrades, meal choice that the passenger is unhappy with of which cabin crew often have no immediate responsibility or any control over.
I’ve even overheard other passengers taking out their frustrations about the weather and TSA on the cabin crew. After bad encounters elsewhere (even a fight with the significant other) and many are just looking for a target. Who is most often standing right in front of them?
The cabin crew.
I’ve flown a lot of miles on a lot of airlines. Nearly all of the FA’s have been great. great. In the past 10 years I’ve flown exclusively on United. At first it was great but in the past few years it has gotten increasingly bad to the point that I am done with them. They are NOT the friendly skies any more. It’s not just the FA’s but it includes them. I’m going to...
I’ve flown a lot of miles on a lot of airlines. Nearly all of the FA’s have been great. great. In the past 10 years I’ve flown exclusively on United. At first it was great but in the past few years it has gotten increasingly bad to the point that I am done with them. They are NOT the friendly skies any more. It’s not just the FA’s but it includes them. I’m going to cash in my travel rewards in for the trinkets in the sky all and turning in my credit card. Management needs to look beyond but include the FA’ instead of mere reviews on them. The whole airline is flying too close to the sun.
I’m going with Delta
I'd like to start being compensated for feedback beyond a "Thank you for your feedback" email. I'm inundated with requests for feedback from numerous companies with whom I interact - not just airlines/hotels, and I feel like I've never seen a positive change as a result of fairly common complaints (based on my anecdotal evidence, of course). Some of these surveys are also quite time consuming and detailed. I'd be more inclined to participate if...
I'd like to start being compensated for feedback beyond a "Thank you for your feedback" email. I'm inundated with requests for feedback from numerous companies with whom I interact - not just airlines/hotels, and I feel like I've never seen a positive change as a result of fairly common complaints (based on my anecdotal evidence, of course). Some of these surveys are also quite time consuming and detailed. I'd be more inclined to participate if I felt there was something in it for me beyond an empty promise to take my opinion into consideration. Specific to the airlines, they're already kind of shafting all of us, so why should we take time out of our day to help them be more terrible?
I'm curious as to what substantive change collecting this data will actually impact. Is UA somehow empowered to provide incentive or disincentive for its unionized employees as a result of feedback?
Is the intent to link compensation, bonuses and performance reviews to this somehow? Will there somehow be disciplinary action tied to a pattern of negative feedback? My understanding is that none of those things are terribly applicable with how the industry is currently set...
I'm curious as to what substantive change collecting this data will actually impact. Is UA somehow empowered to provide incentive or disincentive for its unionized employees as a result of feedback?
Is the intent to link compensation, bonuses and performance reviews to this somehow? Will there somehow be disciplinary action tied to a pattern of negative feedback? My understanding is that none of those things are terribly applicable with how the industry is currently set up.
As far as I can tell, the only real impact that arises from this is better situational awareness for management.
I would suggest to United for this to go both ways sort of like Uber drivers can rate you, this will weed consistent misbehaving pax and FA can expect them.
Well, if it's feedback attached to the seatback ifen, it will eventually be a model where:
1. On boarding, the passenger ID is associated with that seatback device.
2. Standard, long-ass TOS/Waiver to use the device
3. Feedback is announced as being aggregated and shared anonymously with cabin crew.
4. Prior to that stage, however, feedback is collated with the airline's data on the flyer. Is this person a racist? Drunk?...
Well, if it's feedback attached to the seatback ifen, it will eventually be a model where:
1. On boarding, the passenger ID is associated with that seatback device.
2. Standard, long-ass TOS/Waiver to use the device
3. Feedback is announced as being aggregated and shared anonymously with cabin crew.
4. Prior to that stage, however, feedback is collated with the airline's data on the flyer. Is this person a racist? Drunk? Complains all the time? What kind of customer are we talking about?
5. Both passengers and FAs lose
Most passengers are idiots. This won’t end well.
Yay. More companies that think every interaction with a customer requires a survey. Just let me alone - I'll give feedback if I have it. Don't need to be constantly surveyed.
That said - if I see a flight attendant asking customers to follow policy and mandates by wearing a mask, I would happily give them kudos / positive feedback for doing so.
If they can fight through union, it would be at least some improvement for UA, as their service is really unfortunate now, everyone just treats it like a pure “job”, I would rather spending 30-50 dollars more domestically just to avoid flying UA; I also witnessed a first class passenger asked for help to fix the plug, the FA directly told the passenger quickly “No, we were told not to fix that as we might...
If they can fight through union, it would be at least some improvement for UA, as their service is really unfortunate now, everyone just treats it like a pure “job”, I would rather spending 30-50 dollars more domestically just to avoid flying UA; I also witnessed a first class passenger asked for help to fix the plug, the FA directly told the passenger quickly “No, we were told not to fix that as we might make it worse.” Cold and quick with no emotions. If it is on DL, I would imagine the FA will at least have a try to comfort the passenger even if she or he can do nothing. You get a feel that on DL, they are happy.
So... they point out that spur-of-the-moment feedback may be unbiased, and then immediately prompt their members to file incident reports as fast as possible. Seems borderline hypocritical.
One can only hope. Nothing in the past decade has resulted in UA FAs conducting themselves in a way to show they value customers. Always exceptions but in my experience that is more the norm on UA.
@ Duck Ling, you make a good point. I don't think FAs will see comments in real-time, and that instead they will be read and collated and included, if relevant, into whatever personnel file UA keeps.
UA should be able to distinguish legitimate criticism from hateful comments, and not include the latter. But I also hope that if there is a significant volume of that, UA will offer some kind of help/mental health support to the staff who actually has to read all of it.
@JBM — Josh Cahill never gives a completely positive review. There's always something wrong / bad for him. Be it the actual service, a seatmate, or something else.
There are many travel bloggers out there; how is it that he always somehow finds himself being targeted? The common thread in most situations involving Josh Cahill is Josh Cahill himself, so it's likely that he's the problem.
While I do think it's prudent to think about ways to mitigate the potential of momentary passenger frustration/overzealus reaction, making it easier to offer real-time feedback is overall a good thing.
I imagine many complaints never actually get lodged because it's too time-consuming after-the-fact to complain, the process to do so is not obvious to most passengers. Furthermore, people complain for the most part when they are actively frustrated, and not because a FA forgot...
While I do think it's prudent to think about ways to mitigate the potential of momentary passenger frustration/overzealus reaction, making it easier to offer real-time feedback is overall a good thing.
I imagine many complaints never actually get lodged because it's too time-consuming after-the-fact to complain, the process to do so is not obvious to most passengers. Furthermore, people complain for the most part when they are actively frustrated, and not because a FA forgot ice in their Coke.
It will also be quite easy to distinguish between things that are the FA's fault and not the FA's fault. If this results in more accountability for bad FA's great. I can see why the union would be wary of that, but if there is a real dispute over whether something merits investigation and disciplinary action, the union will do its job.
Did we learn nothing from Josh Cahill and Malaysia airlines and what a horrible situation he was in after giving feedback in the air? I, for one, won’t be giving feedback until I’m on the ground.
They'll need thick skin for these passenger comments.
I flew with BA as an F/A until taking Voluntary Redundancy recently as we had similar software where we could access passenger comments about flights we worked.
So, they were all about the friendliness/professionalism/efficiency or lack there of, no?
Many were. But there were also a lot complaining about the physical appearance of the FA's, race, weight, age (a LOT of these), perceived sexuality - you name...
They'll need thick skin for these passenger comments.
I flew with BA as an F/A until taking Voluntary Redundancy recently as we had similar software where we could access passenger comments about flights we worked.
So, they were all about the friendliness/professionalism/efficiency or lack there of, no?
Many were. But there were also a lot complaining about the physical appearance of the FA's, race, weight, age (a LOT of these), perceived sexuality - you name it. The software had a built in mechanism where certain words were detected and XXXX out but some people were creative with their spelling (or didn't spell correctly in the first place). I hope United's system is more robust.
But you would think that most FAs are thick-skinned and discerning enough to know which complaints should be taken constructively and which are just unreasonable rantings.