Delta Air Lines was planning on introducing a new way for passengers to recognize employees. A union blasted this as “creepy” (I say “a union” because Delta’s flight attendants aren’t unionized, so this union doesn’t represent flight attendants at the airline), and now the airline has paused this initiative for the time being.
In this post:
Delta’s new employee recognition tool
In recent days, Delta intended to launch a new way for passengers to recognize employees who go above and beyond. Specifically, as part of Delta’s pre-trip email, passengers were supposed to receive a link to a secure new website, where they could share positive comments about an interaction with a crew member.
This website would exclusively list the first names of the pilots and flight attendants on that particular flight, and only positive comments would be passed on to employees. Delta viewed this as a way for customers to have another opportunity to show how much they value each employee for their contributions to improving the travel experience.
Union blasts this as unnecessary and creepy
Delta is the only major US airline to not have a flight attendant union, as flight attendants have over the years repeatedly voted not to unionize. As you’d expect, there are always unionization efforts taking place.
The Association of Flight Attendants (AFA) is the biggest group trying to unionize Delta flight attendants, so the union is getting involved in this new initiative. The AFA is encouraging Delta flight attendants to tell the company not to violate their privacy. The union claims that:
- “Delta management is violating our privacy and potentially increasing risk to crews”
- “The reality is that this is a thinly-veiled attempt to manage us without being on the aircraft, implemented without our knowledge or input”
- “Sharing our names with passengers in advance of a flight is unnecessary and frankly creepy”
- “Many Flight Attendants have at least one story about a passenger who gets a little too ‘friendly,'” and “for those who have dealt with harassment, intimidation and even assault, the violation of our privacy is deeply concerning”
Delta puts crew recognition initiative on pause
There’s now an interesting update. After getting some backlash from employees, Delta has announced that it will pause its new employee recognition tool. The company has apologized “for any undue stress that the rollout of this tool may have caused.”
Delta’s SVP of Customer Service, Ranjan Goswami, wrote the following in a memo regarding this:
“We had thought that Memorial Day Weekend would have garnered so much grateful customer feedback that we did not want to miss the opportunity of sharing that with you.”
The AFA is labeling this as “a big win,” and states that “this whole incident is one more example of why we need our Flight Attendant union at Delta.”
My take on this employee recognition tool situation
Look, I’m pretty liberal, and I’m also pro-union (in the sense that I think work groups should have the right to unionize without intimidation, and that unions are an important balance to the greedy management we see at so many companies).
The reality is that Delta does a good job taking care of its flight attendants so that they don’t want to unionize, with everything ranging from proactive pay increases, to boarding pay. Delta flight attendants are better compensated than at the carrier’s biggest competitors.
Furthermore, Delta flight attendants are on average more customer focused than those at American and United — I’m not saying that’s because they’re unionized, but rather because they’re more aligned with the mission of the company.
I think the biggest issue with Delta flight attendants not being unionized is the lack of recourse they have when they get in trouble. Then again, Delta has treated some pilots pretty unfairly as well (labeling them as “bipolar” for being a whistleblower), but pilots are unionized, so…
It makes sense for the AFA to try to unionize Delta flight attendants, since of course a union would love to greatly increase its membership base. But to me this also feels a bit like manufactured drama.
With this initiative, Delta isn’t blasting out first and last names, marital status, and layover hotel information, of flight attendants. The company is simply sharing first names (you know, the same names that are on the name badges that all flight attendants have to wear). Furthermore, flight attendants can even opt out of this if they’d like.
Furthermore, this recognition system is being used exclusively for compliments, and not for any complaints. How on earth can a union claim that this is a “thinly-veiled attempt to manage us without being on the aircraft?” This is quite literally the opposite — it’s intended to improve morale, because who doesn’t like having someone show appreciation for a job well done?
A few questions for Delta employees, as I’m not sure what the answer is:
- Can Delta employees opt out of wearing their name tag while on duty?
- When the lead flight attendant makes their welcome aboard announcement, is it optional that they introduce themselves by name, because in my experience it always happens?
- When the lead flight attendant mentions the full first and last name of the pilots at the start of the flight over the PA, do they explicitly ask the pilots if that’s okay?
Let me of course acknowledge that there are some creepy passengers out there, and I feel sorry for situations where flight attendants have to deal with that. The flying public can be awful, and some people act horribly inappropriately.
But I don’t think the catalyst for any such creepy interaction is the first name of a flight attendant being given out so that passengers can write a nice note after the flight complimenting them for going above and beyond.
On the other hand, though, I do agree that Delta should have provided some advance notice of this initiative to employees, rather than just quietly launching it.
Bottom line
Delta tried to launch a new initiative whereby passengers could visit a website to compliment crew members for going above and beyond. The website simply listed the first names of the crew members on a flight, so that it would be easier for passengers to compliment them. This seemed like a well intentioned initiative, especially since the intent was for this to just be used for positive feedback.
A flight attendant union blasted this initiative as creepy and a violation of privacy. Following backlash, the airline has put this program on pause, so I’m curious to see if it relaunches in the future.
While I get that there are some creepy passengers out there, it seems to me like having an employee’s first name isn’t the issue here, since name tags also show the first names of crew members.
Where do you stand on this situation?
Question for NamelessBiscoffDealer: you say most of you are anti-union, but do you have any data to back that up?
The last union vote was in 2010 and a narrow majority - just over 50% - of votes were cast against representation.
With a lot of the older, anti-union PMDL FAs taking retirement or early out packages and a renewed focus on the importance of unions especially from the younger generation, how can you confidently claim that “most” DL FAs are anti-union.
Stay out of our business unless your a fa. Your article seems like a thinly veiled attempt at Union busting! Unless you work as a fa at this airline stop making assumptions!
I’m a current FA, and I’m pro AFA, the controversy and shutdown was before AFA took a stance on this program. AFA had little to do with it other than posting a statement after the fact.
That said, FAs were notified after the program launched (the same day) and after rumors of such a program were denied by the company on an internal page weeks prior. The program lacked the ability to opt out...
I’m a current FA, and I’m pro AFA, the controversy and shutdown was before AFA took a stance on this program. AFA had little to do with it other than posting a statement after the fact.
That said, FAs were notified after the program launched (the same day) and after rumors of such a program were denied by the company on an internal page weeks prior. The program lacked the ability to opt out until 3 hours after its announcement and even longer after it’s actual launch. that opt out ability takes 5-7 business days to process. There is no ability to match your name in this program to your wings. it’s your legal name, and due to the many reasons others have posted here, there are plenty of reasons to have your name obscured. I think it was a good idea that was very poorly implemented.
I make flight attendants very happy with my charm. AFA wants no fun.
Sorry, the way the world is.. Privacy is a must, giving passengers names of crewmembers isn't right first names or otherwise. Delta shame on you. You have no right or power to jeopardize crew safety. I'm sure their is some kind of financial gain in this scheme.
wow so many comments
While feedback and appreciation are undoubtedly valuable, employees should not feel compelled to constantly seek validation and positive feedback from customers, especially when “SAFETY” is quiet literally is on the line. This could lead to a shift in focus from providing excellent service to pleasing customers solely for the purpose of receiving recognition, potentially compromising safety and the quality of the overall customer experience. Also, as a Flight attendant myself, I hardly meet any Customer...
While feedback and appreciation are undoubtedly valuable, employees should not feel compelled to constantly seek validation and positive feedback from customers, especially when “SAFETY” is quiet literally is on the line. This could lead to a shift in focus from providing excellent service to pleasing customers solely for the purpose of receiving recognition, potentially compromising safety and the quality of the overall customer experience. Also, as a Flight attendant myself, I hardly meet any Customer that can’t find a way to say a simple thank you!. The majority of customers I serve everyday don’t feel the need to follow simple safety regulations, don’t have any appreciation to the safety aspects of a FLight Attendant job. If You want to thank your flight attendant, you don’t need a tool. You could simply comply with requests to stow your luggage, and laptops, respect the seatbelt sign, and say please and thank you! It’s that simple. Flight attendants aren’t you sky bartender, they are there to keep you alive in case of a medical or any other emergency.
As a Delta FA I don’t want passengers to have this prior information. I have private social media and have, on multiple occasions, had passengers track me down and reach out to me. Even one sending an incredibly inappropriate message. They are filtered messages but this is just more personal information that does not need to be provided. Some of our co-workers have incredibly unique names and would not be hard to find online prior...
As a Delta FA I don’t want passengers to have this prior information. I have private social media and have, on multiple occasions, had passengers track me down and reach out to me. Even one sending an incredibly inappropriate message. They are filtered messages but this is just more personal information that does not need to be provided. Some of our co-workers have incredibly unique names and would not be hard to find online prior to flight. We are not allowed to opt out of our wings (name tags) but many wear nicknames, fake names, etc. Flight leaders do introduce themselves but again often times not their given names. If you find of private socials it’s easier to figure out hotel details, normal routes, etc. it just seems strange to me that with a compliment/ complaints system already in place we need this.
As a current FA, I can tell you would never participate in this program. There a should have been an opt-out option for the crew from the beginning. People are already creepy enough. I don’t need accolades from pax. Period.
"People are already creepy enough."
What a wonderful employee you must be Becca!
Although Delta says it will only use positive comments they will also be reading negative ones. This could and would cause problems for the flight crew within their employee ratings.
I disagree with both Ben and the Union on negative comments.
Of course customers will use any such system for negative comments as well as positive ones.
And frankly that's a good tool.
The issue is about how sensibly management uses those negative comments, and I am sympathetic to those sceptical about many managements.
Customer opinions are valid input, but are only part of the evaluation.
"X negative comments" => you...
I disagree with both Ben and the Union on negative comments.
Of course customers will use any such system for negative comments as well as positive ones.
And frankly that's a good tool.
The issue is about how sensibly management uses those negative comments, and I am sympathetic to those sceptical about many managements.
Customer opinions are valid input, but are only part of the evaluation.
"X negative comments" => you are fired, is bad in many senses.
Always be aware of the possibilities of:
- biases of customers (E.g. a Latino on a Latino-heavy route gets overly positive skew, while an Africa American within the South get negative skew)
- biases of routes/times E.g. those on less pleasant aircraft (could be old with broken facilities, or new with smaller seats) get negative skew, or those operating out of crowded airports with more delays.
- malicious use (friends of FAs who want unions dissing those who don't, or petty personal vendettas)
- etc
And yes, the right way to do these things is to involve relevant staff right from the beginning to take on board their insights, whether objections or suggestions.
The whole nametag/staff ID approach needs rethinking in the days of social media and leaky government databases.
The solution I see is for the names shown to be indexes/keys, which can be changed whenever they get on to lists used by bad actors.
Much like the way that policemen in accountable countries wear shoulder numbers.
The employer keeps a table of Date+Location+NameShown -> employee ID.
But the keys can be actual names,...
The whole nametag/staff ID approach needs rethinking in the days of social media and leaky government databases.
The solution I see is for the names shown to be indexes/keys, which can be changed whenever they get on to lists used by bad actors.
Much like the way that policemen in accountable countries wear shoulder numbers.
The employer keeps a table of Date+Location+NameShown -> employee ID.
But the keys can be actual names, chosen by the employees, to make the atmosphere more friendly.
As there is a lot of duplication of first names, some differentials are useful - I suggest an initial, which again need not be actual.
So John Robert Smith can indeed choose to use John S, Jonny R, Robert S, Rob J etc but also Jon X, Chris P, Annan K, Mosi V, Ginger A etc.
New employees (and existing ones at implementation) should be encouraged to use something that is neither their legal name, nor a social media handle.
Arguably this is more urgent in Germany, where nametags show family name rather than first name - presumably from an idea of decades ago of "not allowing familiarity" but far worse for vulnerability to stalking/hacking.
Delta treats its flight attendants well, it’s ACS employees not so much. They need to unionize if anything
Nope.
Just positive comments? What about constructive criticism?
As a current DL f/A and hugely pro-union, (as about half the f/a group is, evidenced by only losing by 171 votes out of 20,000+ voting in the last election), my opinion is it is not necessary nor safe to give out personal information in advance of a flight. Yes we wear name tags but not all match their corporate name. I’m never told who my hotel/restaurant/car rental staff will be and I’ve certainly written...
As a current DL f/A and hugely pro-union, (as about half the f/a group is, evidenced by only losing by 171 votes out of 20,000+ voting in the last election), my opinion is it is not necessary nor safe to give out personal information in advance of a flight. Yes we wear name tags but not all match their corporate name. I’m never told who my hotel/restaurant/car rental staff will be and I’ve certainly written many of a hood letters AFTER the service provided. No one has bothered to give the employees the name of the person who came up with this project so so much for transparency.
Here is how this can be problematic:
1. Once established, these systems WILL work like Chinese-style "social currency points." If you don't generate X positive comments in a month, kiss your next raise/promotion/seniority bump goodbye. It will soon be prohibitive to opt out.
2. Such systems are potentially racist. If you're a Mark or a Susan, you'll probably be okay in terms of privacy. But if you have a rare first name... And unusual names...
Here is how this can be problematic:
1. Once established, these systems WILL work like Chinese-style "social currency points." If you don't generate X positive comments in a month, kiss your next raise/promotion/seniority bump goodbye. It will soon be prohibitive to opt out.
2. Such systems are potentially racist. If you're a Mark or a Susan, you'll probably be okay in terms of privacy. But if you have a rare first name... And unusual names are more common among minorities.
Wow… you just completely made that up. If you read anything, you would have seen there is a way to have your name removed for that reason. And pretty sure if the company puts in writing that it can’t be punitive, it can’t be. It’s hilarious that you pulled race as well. Is wearing a name tag with your unique first name racist, too? Don’t answer. Just keep making up the whoppers.
There’s a pretty glaring problem I’m surprised you didn’t cover. It’s not transparent whether any negative comments will be kept in some file for company eyes only. This is a flight attendant group with no Union—the math should be fairly simple?
As a loyal Delta Skymiles customer, I would love to be able to share good thoughts and supportive comments to Delta when I have a particularly positive interaction.
I have done this many times in fact.
But when I don’t know the name of the individual, either because the cabin is too dark to read the name, or the name is difficult to spell due to being unfamiliar, it would be nice for...
As a loyal Delta Skymiles customer, I would love to be able to share good thoughts and supportive comments to Delta when I have a particularly positive interaction.
I have done this many times in fact.
But when I don’t know the name of the individual, either because the cabin is too dark to read the name, or the name is difficult to spell due to being unfamiliar, it would be nice for the friction of this process to be removed.
It sucks, frankly, that the bad apples have to ruin this opportunity for the rest of us.
Hey Matt,
As a current FA your comments do in fact reach us. When you submit a positive comment, and you don’t know the actual name, just describe us or where we were sitting. Honestly it’s nice to have these comments in our file - but it feels better when you give us an in person compliment. It means more. Sure I want that in my file should I apply for a special program or...
Hey Matt,
As a current FA your comments do in fact reach us. When you submit a positive comment, and you don’t know the actual name, just describe us or where we were sitting. Honestly it’s nice to have these comments in our file - but it feels better when you give us an in person compliment. It means more. Sure I want that in my file should I apply for a special program or promotion. But the in person compliment means way more and affects me in a more meaningful way. When I work a stressful day that feels like it’s going off the rails and have been rerouted, haven’t eaten, am dying to get to layover and a medallion walks off and says great flight/crew or hands me a JWD certificate- it changes my day. Reading about it a week or two after the fact feels good but not as great as the in person compliment.
FWIW, the pilots' Union did nothing to help the "bi-polar" pilot. She had to seek outside counsel.
The biggest issue with Delta's new initiative is that no input from crew members was solicited and, by default, you were automatically opted in. Opting in should have been the choice.
I work as a flight attendant here and have no problem at all with this…I do a good job and my employer has always treated me very well….I have absolutely nothing to worry about….
I fail to see how this is a privacy issue, our names on on the uniform and they see out faces all the time. This is just going to make it easier for shite crew to get spotted
So you don’t think it’s a bad thing when customers can make a false claim about a crew member in an attempt to gain something from the company? This can already happen I know but this tool made it much easier and they don’t even have to try and remember the name they saw, or heard once during an announcement they probably weren’t paying attention to in the first place. In this day and age...
So you don’t think it’s a bad thing when customers can make a false claim about a crew member in an attempt to gain something from the company? This can already happen I know but this tool made it much easier and they don’t even have to try and remember the name they saw, or heard once during an announcement they probably weren’t paying attention to in the first place. In this day and age of cyberstalking, social media, identity theft, human trafficking you as a company should not be making it easier for your employees to become a victim, PERIOD! ESPECIALLY WITHOUT THE CONSENT OF YOUR EMPLOYEES!
You said yourself you realize that this can ALREADY HAPPEN. so because you don’t want the compliments, no one should get them? Did you read where it said ONLY positive things get through?
Unless you are a flight attendant you don’t get to say if they are treated right or not. It’s not for you to decide. With regards to the subject, it is creepy and unnecessary. There are already methods used to recognize flight attendants.
I read the first two words of the headline and immediately thought to myself, "Yes, Delta's creepy." I didn't need an article to tell me why.
This is and was creepy and should never happen. If a passenger wants to compliment the crew they can do so on the aircraft. I fully believe that this was an attempt to control all the crew. They initially wanted to put photos as well as names. I am a former flight attendant from many moons ago (different carrier) but I would have raised holy hades if I had worked for DL. Whose ever idea this was needs to be fired!
Hilarious! People can (and do) already complain in many ways. “Control” the crew how? Becaise getting compliments = “control”? GTFOH
How do you know what they initially wanted (photos & names) if no one knew? You don’t work for Delta but you know what’s going on inside the company?
Most of the time, the crew gets introduced by first name toward the beginning anyways. So I fail to see the issue.
If anything it's a way of making generally lackluster US-based FAs accountable?
Completely agree! I avoid any US airline when flying internationally and I live in the US!
There’s no service concept here and it will never change so long the majority are happy to pay for a crappy experience. Eventually it will catch up with airline and they will start focusing on service or make locality lucrative again (which is what they will do since they will never train their FAs)
Not an FA, but I do fly Delta.
This is an interesting idea to try to encourage more feedback from passengers, but I do agree that its current implementation was not well thought out.
As a passenger, I don't need the name of the flight crew before the flight. Real Name, nickname, doesn't matter. I don't use my real, legal, name on anything online, including these comments, so I understand FA's who wouldn't...
Not an FA, but I do fly Delta.
This is an interesting idea to try to encourage more feedback from passengers, but I do agree that its current implementation was not well thought out.
As a passenger, I don't need the name of the flight crew before the flight. Real Name, nickname, doesn't matter. I don't use my real, legal, name on anything online, including these comments, so I understand FA's who wouldn't want their legal names blasted out to every yokel who flies, especially in this current climate of boneheads on planes.
Flight crews can and do change last minute. An email sent to me yesterday with names of the crew may not even have the same crew on board if there was a crew change.
If Delta really wants to encourage feedback from passengers, then they should send the email with the secure link AFTER the flight completes and provide a field on the feedback form for the passenger to enter the Flight Crew / FA name, if they know it, instead of pre-listing the names of the crew.
They could also upgrade the in flight entertainment system to include a feedback form. The passenger could then leave comments and feedback during the flight if they wanted to.
How about any Airline giving the same type of feedback app/program/opportunity to the flight crew themselves? The crew could then leave company feedback about passengers if they wanted. Maybe a passenger was a complete jerk, but not enough of one to cause the passenger to be bounced from the flight or arrested, but the FA's could leave feedback about them with their company so that the company knows how that customer/passenger acted during the flight. Or maybe FA's would like to call out a passenger who was super cool, or helped in an emergency, or was otherwise a standout passenger on the flight. Delta or any other airline can then use that feedback to decide if they should blacklist someone, or on the other end, offer the passenger bonus miles, or whatever.
As a passenger, I would be MORE impressed with an airline and their service, if a passenger who got multiple complaints from the crew for harassment, etc, was blacklisted and no longer allowed to fly with that airline.
I don’t think delta is looking for honest feedback since they ignore feedback from their loyal customers…if anything they are simply trying to collect more positive feedback to quote on their next skewed ranking!
It is only positive notes for employees, not feedback. It is also first name only so if you don’t use your first name on your name badge, what’s the problem? They won’t know it’s you. And if you do, then what’s the problem?
I think a real creep would’ve gotten FA personal information (first name and social media) without this email.
I’m sure just like police needs to tell their name and badge number, if passenger requested, the FA or purser is obligated to provide the name to the passenger.
DL flight attendants have the imperative to organize just like the pilots. Nobody ever suggests that the pilots give up their CBA, so why should the flight attendants be without one? Pushing back against DL flight attendants organizing is often a sexist assertion peppered with fascism. Every single worker in this country should exercise their legal right to organize. Unions brought us the weekend, the 40-hour work week and safety regulations. We should thank them...
DL flight attendants have the imperative to organize just like the pilots. Nobody ever suggests that the pilots give up their CBA, so why should the flight attendants be without one? Pushing back against DL flight attendants organizing is often a sexist assertion peppered with fascism. Every single worker in this country should exercise their legal right to organize. Unions brought us the weekend, the 40-hour work week and safety regulations. We should thank them tremendously.
they also brought us Huge dues, which go to paying off politicians and not to strike funds or other initiatives to help their members. The leadership is all about anything but lip service to its members. Shop stewards that do the company's bidding. or do nothing to help a member during a hearing. Working with their paid off politicians to implement committees to determine wage and work rules, try to destroy the gig economy.
As usual the CEO class hasn't got a clue. Personally, I rarely remember FAs names and have no desire to. When they give exceptional service I (which frankly is going to be in a premium cabin) I give positive feedback to them direct.
This is just the AFA desperately trying to remain relevant with Delta. How is recognizing someone through a website creepy? They wear name tags with the same info...... read the room AFA, you're not wanted at Delta. While we're at it, neither are you IAM and Teamsters.
Most of the bad airline employees i have encountered have been on the ground, especially NYC. They should have name tags on,
While I’m currently a DL FA and very anti-union (as most of us are, which is why it keeps getting voted down) this was launched in poor taste. While the company says it ran a test pilot and feedback from employees and passengers involved were very positive, I’ve never heard of this until after it was launched. My social media name, due to working for Delta, was changed years ago because of passengers looking me...
While I’m currently a DL FA and very anti-union (as most of us are, which is why it keeps getting voted down) this was launched in poor taste. While the company says it ran a test pilot and feedback from employees and passengers involved were very positive, I’ve never heard of this until after it was launched. My social media name, due to working for Delta, was changed years ago because of passengers looking me up in the back in the MySpace years. All they had back then was my first name from interactions. From then going forward, I’ve never used my real name on any social media I’ve used because I have to use my real name on my work badge. They have become more lenient over the years of using middle names and nicknames on our names bars. With this day in age, proactively giving them our names before a flight could give the wrong person the “right” opportunity to know a lot more about us than needed. Also.. a lot of us swap schedules up until a few hours before the flight, and this happens very often, so the names that were introduced yesterday, more than likely will have nothing to do with the crew that actually flies the trip! Haha!
The company does listen to us for the most part. At the end of the day, this is a business. The AFA taking credit for this is nonsense and another reason I would never want to do business with them. You have a small crowd of people who yell “AFA” from the rooftops and you have the silent majority. Working here for many years, we are doing fine with out the Union.. and IF the opportunity to unionize were to actually be more imminent, I would hope and pray it was NOT AFA.
Whatever happened to AA's plan to have FA's walk the aisle with a tip jar?
They already do. It’s called the credit card applications/commission
Actually the "opt out" part of the employee recognition plan was ONLY added after the Delta employees began complaining about the entire program.
Haha! Complete lie.
The company is only passing the compliments to the employees. They are keeping the negative comments within the management. Could be used for future punishment.
An employer has the right to find out who is providing bad service, and act accordingly.
Oh! But that's not what this tool is actually for! Is it? Well, is it?!?
If everyone's name tag has their preferred pronouns, I don't see any issues.
Idk but I think this must be written by an anti-union flight attendant. At no point in time has D held to their word to not punish a flight attendant. Because there is no union there is nothing stopping the company from sharing negative comments. They change tack literally every other week. For instance, it was said that this program was not happening just a week ago, and now look. If it’s so positive why...
Idk but I think this must be written by an anti-union flight attendant. At no point in time has D held to their word to not punish a flight attendant. Because there is no union there is nothing stopping the company from sharing negative comments. They change tack literally every other week. For instance, it was said that this program was not happening just a week ago, and now look. If it’s so positive why didn’t FAs receive prior notice? All 26000+, not a few anti-union focus group favorites.
As a flight attendant I am more than qualified to respond to this article and explain why it is an issue. For the record, I am pro people being in a union but I do not want a union at Delta.
The reason it’s an issue is because if you put my first name (which is unique) and my home base ( aka where I live which is info we also give out) you...
As a flight attendant I am more than qualified to respond to this article and explain why it is an issue. For the record, I am pro people being in a union but I do not want a union at Delta.
The reason it’s an issue is because if you put my first name (which is unique) and my home base ( aka where I live which is info we also give out) you could easily find me on social media. Now you could argue that I should be more private on social media. But I argue that I should be forced to because my employer made it that much easier to get my information out there. Most of us use different names on our badges. Names that are still on file but differ from our social media stuff.
Furthermore, if we feel unsafe or uncomfortable with a passenger we have the ability to take off our wings and hide out names. It unfortunately happens more often then people realize. And many FA have been stalked by passenger. So our point is, why make it that much easier for them to look us up.
I've had passengers corner me in the galley, try to film up my skirt, masturbate while looking at me, snort drugs openly, throw a bag of throw up at me, try to follow me in hotels, and just in general verbally harass me. I've heard slurs and hate speech directed at my peers. Thank god those same passengers didn't have my legal name saved in an email before they even met me.
Yes, we...
I've had passengers corner me in the galley, try to film up my skirt, masturbate while looking at me, snort drugs openly, throw a bag of throw up at me, try to follow me in hotels, and just in general verbally harass me. I've heard slurs and hate speech directed at my peers. Thank god those same passengers didn't have my legal name saved in an email before they even met me.
Yes, we wear name tags (often with a nickname or false name because MANY of us have been stalked online by ill-intentioned passengers). On the plane, crews have the opportunity to shield that name tag and protect their identities from passengers who genuinely present security and safety risks. Our company can't know 24hrs in advance which person is going to show up feeling drunk, crazy, ageist, homo/transphobic, sexist, etc.
To all the perfectly reasonable passengers who can't see how this policy could create an unsafe work environment: please realize that crew members have hundreds of interactions each day, one of which is bound to involve someone with bad intentions. Your comments on a particular flight, regardless of if you know our names, will be passed along to us. Why risk my safety for no reason?
Then use your unlimited post 9/11 bestowed power.
Rather than use it on frivolous passengers, why don't you use it when it's an actual threat?
Go on power trip, divert the plane and let law enforcement drag these people off the plane.
Yes it is a bad idea. Yet, the company is listening and those FAs pro and against union are saying no thank you. The company has paused the rollout pending further review. Therefore, I do not know why these DL wannabes AFA, I say wannabes because we are independent from any 3rd party are acting like drama Karens. Just saying!
I'm a Delta flight attendant, and I don't mind paxs knowing my first name. I have my name on my wings and I introduced myself when I fly leader anyways on the PA. Yes....union likes to cause dramas and divisions. Who wants to pay for that?
Does this replace the job well done certificates? I never got mine this year when I got diamond. I've asked for them repeatedly and they don't send them.
Many flight attendants wear different names than their first name. Many wear their middle name. Many do NOT want their name given to passengers before the flight. The airlines already offer an opportunity for people to give positive feedback without knowing the flight attendants name. Leave it as is.
Why do they have to wear FAKE names
In my job my first and last name are fully known -also in advance- to customers. It is an obligation and I don’t see what is the problem with FAs not treated equally
I also get difficult, very difficult ones, sometimes resentful ones
And no I don’t have a guaranteed salary and I cannot by law have a union defending or representing me
...
Why do they have to wear FAKE names
In my job my first and last name are fully known -also in advance- to customers. It is an obligation and I don’t see what is the problem with FAs not treated equally
I also get difficult, very difficult ones, sometimes resentful ones
And no I don’t have a guaranteed salary and I cannot by law have a union defending or representing me
I don’t find it creepy I find it service friendly, but you might argue correctly that service is not in the current culture of airlines. Power trips and the phrases ‘let me mind my own business’ , ‘ignore those seated over there’ define the mode of operation of too many FAs these days
Fake names? No. Many of us have nicknames. From the time I was born, even my family has never called me by my given name. Others go by their middle name instead of first name.
And if your name tag is different that they names they show n the list of all crew, it wouldn’t be an issue anyway because it wouldn’t go back to the person under a fake name/nickname. This is a lot of drama over nothing. Pretty sure your first name is not a legal privacy violation
Sorry, but this is weird. If you ever want to make a compliment (or complaint), all you have to do is write a tweet or text message to the company saying flight number and date. The company has all that information already and gets that compliment to the crew member or calls them about the complaint. A hotel doesn’t email me the day before telling me who is working at the front desk. A cruise...
Sorry, but this is weird. If you ever want to make a compliment (or complaint), all you have to do is write a tweet or text message to the company saying flight number and date. The company has all that information already and gets that compliment to the crew member or calls them about the complaint. A hotel doesn’t email me the day before telling me who is working at the front desk. A cruise doesn’t email me the day before telling me who is working on my ship. It’s kinda bizarre, honestly. It does seem a round about way of the company following people. My friend is a flight attendant and she has deleted all social media because there were a couple times men found her online and sent her messages. Nothing super creepy but enough that she became really uncomfortable that people easily found her online. She doesn’t wear her name tag anymore - she has it in her bag if ssupervisor asks her to put it on but she takes it off on the plane. When you interact with possibly 500 people a day, chances are you’re going to come across some weirdos every now and then who don’t need to know your name. Nowadays, a first name is all that is needed and people can find so much about you online.
This is a very poor idea. Whatever happened to just doing the job professionally and the care and safety of those on the flight including the pilots and flight crew.
How many of these so call managers put their face in front of such a large septum of society. It seems there is a loss in prospective of what is involved in all of the members keeping the plane in the air. Giving out...
This is a very poor idea. Whatever happened to just doing the job professionally and the care and safety of those on the flight including the pilots and flight crew.
How many of these so call managers put their face in front of such a large septum of society. It seems there is a loss in prospective of what is involved in all of the members keeping the plane in the air. Giving out names and managing "that a girl/boys" given by Joe or Jane fly by night really is a waste of customers money. The customer paying (via ticket prices) for the time a group overhead (non front line) employees spend sorting out comments to give meanless trophies to very few, and shame others.
Who has been drinking the tea in the backroom.
I read this Union/Non Union bent on this post. I don't think that even needs to cloud the topic. Use common sense. I believe Delta is the only major carrier that doesn't have a Union for the flight attendants and mechanics. I think management would do better to not make ill advised new ideas if they don't want to have their employees question how they are treated?
An article with "Delta" in the headline has been online for more than 11 hours, without a predictably sycophantic response by Tim Dunn?
I fear that all is not well.
Wait, who here is naive enough to believe that this will be used, even in a majority sense, to report GOOD interactions?
Seriously?
As a former Delta flight attendant of 13 years, I must say the company took great care of us. The union has been trying unionize since the Pan Am acquisition to reap the financial benefits of one of the largest flight attendant groups in the country.
Unions are great for workplace conditions, but they've always tried to convince everyone that they can help get them more money. I hope they remember all the failed...
As a former Delta flight attendant of 13 years, I must say the company took great care of us. The union has been trying unionize since the Pan Am acquisition to reap the financial benefits of one of the largest flight attendant groups in the country.
Unions are great for workplace conditions, but they've always tried to convince everyone that they can help get them more money. I hope they remember all the failed airlines from the past. They couldn't save their jobs or money
Unions suck. AA Retiree.
Last month I was on a DL flight and had a Lead FA that introduced herself and the crew on the PA during taxi. She did an over the top job with FC, I was amazed, she was overly attentive, very personable, and just on the top of her game. I made a point of complementing her deplaning and she thanked me. I should have thought more about it and given her one of the...
Last month I was on a DL flight and had a Lead FA that introduced herself and the crew on the PA during taxi. She did an over the top job with FC, I was amazed, she was overly attentive, very personable, and just on the top of her game. I made a point of complementing her deplaning and she thanked me. I should have thought more about it and given her one of the employee recognition cards that we medallion members carry and kicked myself for not taking the time to do so. That being said this new system is perfect for the experience that I detailed above. I could express my experience to both her employer and the employee after the fact.
I fly 95% Delta, am PM, and I don't see this new program as a negative for anyone. As stated in other comments, the FA's have name tags that are usually visible because I will always look and address them by their name. As stated above most leads announce the crews names and their base during taxi.
As a businessman the only "maybe negative" is that if an FA consistently receives negative reviews and as stated in the article they would not be forwarded to the FA:
1) The FA would not realize how much their passengers dislike their actions
2) The employer now has knowledge of a potential problem employee with out the employee knowing
3) In this case Delta needs to use information obtained to improve employee performance
4) Typically if an FA is receiving negative comments, they know why and don't care
The union is just like politics right now, they jump on the other side for any small changes that they think will enhance their position with the subject. To the FA's, if you are so worried about this I would suspect that you are concerned more about the negative's that I outlined above! The first names of my flight crew prior to my flight is totally insignificant and what happens when at the last minute we have a no show and a reserve is in their place! As far as intoxicated and stalker PAX, they don't have anymore information than what they would receive from your name tags and those types would not even remember if they received a manifest of the crew. As to the fear that PAX will write unsubstantiated complaints about not getting upgraded or other stupid complaints, the Delta management team obviously know to filter out the garbage.
I think you would be surprised by the number of crew who do not use their actual legal names on their name tags. From my experience, it would be anywhere from 30-50% of female crew and maybe 10-15% of male crew.
There is no need for this. If a flight attendant goes above and beyond, I will notice the name tag without getting an email beforehand. I am perfectly capable, without being pre-emptively prompted, to write a positive review about a crew member. People have so little privacy anymore, why take away what little anonymity remains? Leave them alone.
I’m a Delta flight attendant, and I have NOT been given the choice of opting out. In fact, this article is the first I’ve ever heard about any of this.
In addition to providing feedback the link should also allow one to tip an FA using your credit card. That way FA salaries can be reduced (maybe even to below minimum wage).
Airlines are struggling, their CEOs are hurting and I think this is a small way in which we could all help increase their profits.
If the purpose is truly customer feedback what is the problem
Let the FAs list their fake names and communicate and record good and bad feedback, deciding at the human resource level with some collegiality what use you are going to make of such feedback
Don’t share names but I like the idea. It might motivate FAs to be kind, nice, and friendly (hospitality??!)
Ben - I find your comments surprising. Coming from the blogger that never used his name during the first few years on this site (how many years did you go by only "Lucky")?? The same blogger that has had his reservations canceled, and harassed in the Middle East (CAI)...and other things you have posted over the years....all because you could be identified and tracked!.
To not think this is a major violation of a worker's...
Ben - I find your comments surprising. Coming from the blogger that never used his name during the first few years on this site (how many years did you go by only "Lucky")?? The same blogger that has had his reservations canceled, and harassed in the Middle East (CAI)...and other things you have posted over the years....all because you could be identified and tracked!.
To not think this is a major violation of a worker's privacy is beyond me.
"This seems like a nice initiative, especially since the intent is for this to just be used for positive feedback". OMG LOL, Really? Connect the dots with a DL story from earlier this week. This WILL be used to spy on FA's 100%.
Agree - unions are useless. Run by power-tripping losers who are terrible at their actual jobs. They need to butt out of issues not pertaining to their own members.
Yes, they wear name badges, but most airlines require the crew member to flip the front of hide the badges while onboard. As I am almost positive DL too has this policy. This is indeed creepy. Glad AFA is stepping in to protect the privacy of the DL employees.
Hahahaha!!! And no, all airlines wear name tags. The crew hides their badge. Totally different identifiers. A name is just a name.
Interesting to see non flight attendants opinions. As a current DL FA, these types of changes are not necessary. First off, we are not required to have our first name on our wings. It can be a nickname.
If a passenger is having that great of an experience, they can ask the flight attendant for their name, talk to them and compliment them in person. If they choose to write in to Delta, cool...
Interesting to see non flight attendants opinions. As a current DL FA, these types of changes are not necessary. First off, we are not required to have our first name on our wings. It can be a nickname.
If a passenger is having that great of an experience, they can ask the flight attendant for their name, talk to them and compliment them in person. If they choose to write in to Delta, cool we still hear about it. There is a page internally we log into where we can see customer compliments.
I'm sorry, but a lot of passengers are creepy. They drink plenty on previous flights, sky clubs, then the next flight. I have had many situations where passengers cross the line. Especially my female colleagues. I have heard numerous stories of passengers finding them on Facebook or IG and receiving messages after the flights trying to chat them up. It's already easy enough to find someone on social media, we don't need our actual names blasted out to the passengers before the flight. Again, it's just not necessary.
If they want to compliment us, they can the way it's always been through the survey or on the delta website. There is a crew manifest of who is working the flight. If they have a complaint, same thing. If someone doesn't want to give their name for some reason, again, there's a manifest delta can get to the bottom of it regardless.
There's a reason many FAs here at D want a union. For our own protection.
My employer allows staff to have an approved fake name which is displayed on name tags and badges. If someone makes a complaint, HR know who the fake name belongs to.
I think that what the flight attendants are concerned about is that passengers will not only write good letters but also bad letters. Now the company will have letters from passengers that can be used against them. Let’s face it; people write bad letters because the flight attendants don’t give complimentary upgrades etc. since they have no union the company can and will use these letters against them.
I think it is intimidating to flight attendants! This is what delta does and makes it sound like it is to benefit the crew. They play nicey nice, to your face, but they have other alternatives. I should know as I retired from delta in 2019. They always have ways to check in on you! Behind your back, it’s another story. After 38 years as a airline technician, I’m glad to be retired and I recommend it to anyone.
There’s absolutely no privacy issue. Crew may give names if they wish. If it’s positive feedback as well as negative, it’s easy for the company to identify them anyhow.
Anyhow customers can use other channels for compliments and complaints
Can we get their pronouns too.
Waiting for PETA to come out to complain pre ordering meal violates animal rights, as if you would decide which kind of animal to kill for you meal.
Current DL FA, former OO under UA primarily. I used to loathe that I had to have First and Last on my name badge as someone who was a Cross Utilized Agent, working counter/gate/ramp, and as a supervisor. It absolutely led to stalking and harassment by dissatisfied passengers long after events had transpired, and sometimes due to misidentification. Can't remember how many times I had to respond to emails and messages about how a pax...
Current DL FA, former OO under UA primarily. I used to loathe that I had to have First and Last on my name badge as someone who was a Cross Utilized Agent, working counter/gate/ramp, and as a supervisor. It absolutely led to stalking and harassment by dissatisfied passengers long after events had transpired, and sometimes due to misidentification. Can't remember how many times I had to respond to emails and messages about how a pax was angry, only for it to have nothing to do with me; they just directed their ire at everyone because even the pax couldn't remember and lumped us all in together. Thankfully, on social media, I did not have real names attached, except LinkedIn. (Which has also since been changed)
On my wings, I do not use my real first name, I choose instead to go by my nickname which is nowhere on my HR profile or official documents.
I get where the higher ups are trying to make this a recognition thing and keep it positive, however using my real name is something I do not want, as my first name is rather unique due to spelling. If I could use my "Wings Name" that's absolutely ok, and I'm fine with it. I also have concerns for several of my coworkers who are transitioning or nonbinary, and have Dead Names because the paperwork and govt docs has not caught up with their life.
Unfortunately, yes the Unions have latched onto this and really created some fear mongering and that's sadly daily life here at DL. Anything the Unions can make a fuss over, they will, and this is coming from me, a general union supporter also like you, Ben. (I do not want any of the ones trying to represent us though here at DL. I do not trust management at those unions, and things *are* pretty good at DL, compared to OO friends who also went mainline at UA, AA, B6 and AS)
Delta is Number 1 in airline service !! I try to only fly Delta Airlines!!
Omg! Quick we need to get rid of their name tags on their uniform we’ve been invading their privacy for so long and just now realized it. GTFO
I will not be contributing to the employee recognition site. All comments--critical and praiseworthy--should be reported to the employee.
This is clearly part of the woke "everybody gets a trophy" movement.
No thanks, Delta. Your awful airline just missed a chance to improve with direct customer feedback. Shame on you.
lay off the Fox News
Ah, another of the unthinking "everything I dislike is 'woke'" yokels...
Delta is an awful airline? When was the last time you flew a LCC or ULCC? Fly Frontier or Allegiant and get back to me.
I can see how this would eventually get abused by any company, but I agree, it’s hard to see this as anything malicious by delta. I’m curious how much screening they’ll be doing of these compliments though. Is there some sort of auto filter for sexual and other unwelcome comments? Are they employing people to screen this sort of thing for ~20k flight attendants?
I worked for Delta 1966 to 1984 and the union was trying to get several departments to sign up then
I have to agree
once you have someone's full name, doesn't take much for a determined stalker to find out their exact hotel room.
There is NO FULL NAME.. someone has a better chance of stalking the customers because of the full names and addresses on luggage and full names on boarding passes
Flight Attendants were notified of this program on the 25th, with an active date on the 25th. There is an Opt Out form, but it takes 5-7 days to process. Unfortunately, with no heads up, flight attendants were not able to Opt Out until the form, which was released yesterday, became available. So, in hindsight, for 5-7 days, the program cannot be opted out of.
Additionally, a flight attendant brought this up in a company...
Flight Attendants were notified of this program on the 25th, with an active date on the 25th. There is an Opt Out form, but it takes 5-7 days to process. Unfortunately, with no heads up, flight attendants were not able to Opt Out until the form, which was released yesterday, became available. So, in hindsight, for 5-7 days, the program cannot be opted out of.
Additionally, a flight attendant brought this up in a company Workplace post a few weeks ago, and it was denied by the company that such program existed.
Please stop saying you are pro union and then literally acting as a mouthpiece for union busting talking points. A company treating its employees well does not replace workers having a seat at the negotiating table.
Seriously I have to agree with others, the people that lead the unions can care less about the membership. More membership means more dues which they can buy off politicians. I have been in unions and prefer not to be in one.
Delta takes care of their employees extremely well. Having a union involved means two things BS that comes with unions and dues that do nothing for the employees.
Workers are not having a seat at the negotiation table, it is the union management (power to be) who are having a seat. Although the terms need to be voted on by the membership, the union management are the ones who choose the terms.
As someone who was stalked because my name was on my tag, I’m with the AFA on this one. Companies need to take employee privacy seriously. There is no reason passengers need to know our first names, especially in an email. Having the name “R Turner” on your nameplate is much better and protective. I believe BA follows this nomenclature on their name tags.
That's the German approach, but I suggest that while it gives you an initial defence against familiarisation, it is much worse for defence against hacking, especially if your name is uncommon - there might be lots of Turners on a register, but not many Barlowes.
Hence my comment above suggesting that all names displayed are "fake".
One risk I have not seen mentioned is of burglary - in Europe quite a few soccer players have...
That's the German approach, but I suggest that while it gives you an initial defence against familiarisation, it is much worse for defence against hacking, especially if your name is uncommon - there might be lots of Turners on a register, but not many Barlowes.
Hence my comment above suggesting that all names displayed are "fake".
One risk I have not seen mentioned is of burglary - in Europe quite a few soccer players have had their houses burgled when they are playing away (because the burglars can work out when they will not be at home)
I'm so sick of armchair experts like you writing articles like these. You know nothing about our industry. First...for being so pro-union yourself, you should know that "the union" is US. That email you're referring to was written by one of our flight attendants who is part of those trying to organize a union. And they wouldn't be sending out such an email without hearing from flight attendants.
Second, you have zero clue the...
I'm so sick of armchair experts like you writing articles like these. You know nothing about our industry. First...for being so pro-union yourself, you should know that "the union" is US. That email you're referring to was written by one of our flight attendants who is part of those trying to organize a union. And they wouldn't be sending out such an email without hearing from flight attendants.
Second, you have zero clue the number of stories of people finding us in creepie way. Many of us have badge name tags with different names or nicknames so you can't stalk us on Facebook or other social media. It happens way more than you think.
Finally, more than anything, the issue with this is that we had zero heads-ups about it. Everything else they do, we're told months in advance. It's pretty sneaky that this was not even known by our own internal rep group.
My word. I had to wear a name badge/tag in several jobs in the hospitality industry. That’s how employees were recognized by the public. Silly to think that this would cause the union so much concern.
I agree with the overall concept of this article.
BUT if only the positive comments are being shared with the employee someone (unless it's AI) must read the comments to decide which will be forwarded to the employee. Potentially if an employee got a ton of negative comments these could be used against them as some sort of performance metric? Then again I don't see this as being too different than normal means of compliments/complaints.
I am hopeful that this intiative will bring postive changes. I like the idea that crew members will be motivated to receive more complements, instead of motivated to avoid complaints.
Wouldn't you need to know their first name anyway in order to post a compliment for them? Meaning, this new website isn't revealing anything you wouldn't already know.
Sounds like the Union is grasping at straws
couldn't they use an alias system? I know all Alibaba employees have an unique alias just for internet communication
I meant internal communication
Sharing their names is creepy? They literally wear name badges LOL
The creepy part is that passengers will know the entire crews name before even boarding the aircraft.
They'll know the first names of the attendants? Delta has tens of thousands of flight attendants. Knowing ahead of time the first name of the half dozen people who are working any given flight isn't exactly giving out much information.