Day In The Life Of A United Flight Attendant: Hmmm…

By: Ben Schlappig

Published: December 11, 2018

32 comments

A few days ago United uploaded a video to YouTube entitled “a day in the life of a United flight attendant.” I was briefly excited when I saw the title, because as an aviation geek I generally like these types of videos.

Cathay Pacific did one a while ago for flight attendants:

They also did one for pilots, and they were fun to watch:

Well, United uploaded a video that I thought would be a similar concept, but it’s… well… not. In this case I think the video is worth posting not because it’s actually interesting, but because I can’t quite figure out what United is going for with it.

Here’s the video, to start:

This video is obviously extremely scripted. There’s nothing wrong with a scripted video, but this is scripted to the point of bearing little resemblance to reality.

All of the flight attendants featured are young new hires who make everything sound really glamorous, like:

“Working weekends and holidays is a reality here at United Airlines, but the best part, for me, I got the chance to work for 4th of July and experience the fireworks over New York City. What other job gives you that opportunity?”

A job that doesn’t make you work on July 4th?

Or they talk about how United customer experience is at the center of everything they do:

“I get a thrill knowing that I made a lasting positive impression on a customer.”

“The minute I step on that aircraft, I feel like it’s my party. My job is to make sure everyone is taken care of, that they enjoy our great customer service, and that they want to come back and fly with us.”

“At United we put our customers at the center of everything. I try to treat them as if they’re guests in my house.”

Anyway, maybe it’s just me, but I think it’s all just a bit much. I’m sure all of these new hires are lovely people, and I’ll assume they really enjoy their jobs. But the way United scripted this really makes it come across as insincere, and I think most of us would agree that this doesn’t reflect the customer experience you get most of the time on United (or most other US airlines).

Having them say they like their jobs? Sure, that’s great. Having them fist-bump in the crew room and having them wave goodbye to planes? That’s a bit much.

I think Andrew B. got it right when I messaged him about this:

Does anyone have a different take, and think United actually did a good job with this?

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Econometrics New Member

December 12, 2018, 2:34 pm

OMG. That was dripping with unrealistic hyperbole.

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Patrick Guest

December 12, 2018, 8:18 am

@SSS - Cops did that...

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SSS New Member

December 12, 2018, 1:14 am

“I get a thrill knowing that I made a lasting positive impression on a customer.” -> Like knocking their teeth out and causing permanent injury!

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SD Ron Member

December 11, 2018, 11:05 pm

@Ben and @Charlene Ben/Lucky I would just like to comment on my appreciation of OMAAT. When I signed up, I expected an email from time-to-time, but now I get one daily, and I really look forward to it because it's amazing that you are able to produce so much info in such a short time. Critics are critics, but keep up the great work as I believe the majority of us appreciate your work. Yes, more info on PE would be great for many of us. Charlene: Pan American in the 6 days? Must be in the 60's. Name familiar, might have met you on a 707 from Tokyo to Guam. Nothing personal here...just a comment on professional service back in the day. As a sendoff, my friend's father in Tokyo started us on drinks at his house in Naka Megro and then at the airport hotel in Haneda. We were loaded and walked on the plane with hi-ball glasses. It was a kinder and gentler time back then. Maybe it was you that said we cannot bring drinks on board, and that you would have to serve us drinks. I handed my glass back to you, and asked that you serve it to me. You were flustered and didn't know what to do. The senior purser came by and gave us a hard time by saying that we would be escorted off the plane unless we cleaned up our act. We gave him the glasses and decided to wait until we were in the air. When seat belt lights when off we rang for service. You? came over and we asked for French 75's. You? said you didn't have any. I asked if you had champagne and cognac. Yes, well bring them. You came back with champagne glasses. Oh, oh, senior purser came up the aisle and spotted the glasses. I thought we were in big trouble. He asked if we were having champagne? Yes, I replied, but didn't add d--k head. He said, "If you are having champagne, may I chill your glasses?" This is how a professional handled a situation back in the day. We calmed down and had a nice flight. Those were the good old days folks! I apologize to OMAAT and all of you, but as an old guy I have lots of interesting flying stories, and most of them involved pre, predeparture drinks. Happy Holidays to you all!

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Greg Guest

December 11, 2018, 9:39 pm

I think it is just a United Airlines commercial to encourage people to apply to work for them. I couldn't watch the whole thing. Horrible. I agree with you the Cathay video was quite interesting.

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