United Airlines flight attendants are being asked to report when they’re not able to offer a good experience for passengers, as noted by Live and Let’s Fly. What’s interesting is the party making this request — it’s not management, but rather the union.
In this post:
United crews told to file marginal service reports
The AFL-CIO, the union representing United flight attendants, is encouraging its members to file reports when they feel that passengers aren’t getting a great experience.
Management and the union are currently in contract negotiations, and this initiative is related to that. Over the years we’ve seen many airlines reduce staffing levels in order to cut costs. This has caused a decrease in service quality, leading to increased frustration and dissatisfaction among passengers.
The union also argues that lower staffing levels have an impact on safety and fatigue:
“When fewer crew members are available to handle emergencies or other safety-related incidents, the response time to such incidents may be slower, potentially putting the safety of passengers and crew at risk.”
“In addition, changes to staffing and service may also impact crew fatigue levels, which can negatively impact safety. For example, longer duty periods and shorter rest periods can lead to increased fatigue, which can impair crew members’ ability to respond to safety-related situations.”
With that in mind, the union is claiming that it wants the return of service that everyone can be proud of, which aligns with the mutual goal of being the best airline in the world.
In the interest of providing constructive feedback about difficulties and challenges, flight attendants are being encouraged to file “marginal service reports,” which provide union officials with specific information about changes that need to be made to provide a higher level of service.
Therefore union members are being asked to share detailed, specific information on how staffing and service changes have adversely impacted passenger safety and service.
My take on this union initiative
In theory I think this is a reasonable initiative on the union’s part. The reality is that most US airlines have cut staffing levels to the FAA minimums in so many markets, and this has had a negative impact on service.
This is true across US airlines. For example, I remember that back in the day American had two flight attendants working a 16-seat first class cabin, while nowadays the airline has one flight attendant working a 20-seat first class cabin. Of course that has caused a reduction in service.
That being said:
- I’m not sure management at major US airlines care; as much as United loves to claim it has the goal of being the best airline in the world, it won’t ever achieve that in terms of service, and I think the airline is fine with that
- Similarly, I’m sure United management knows that its premium cabin catering is very bad, but also doesn’t really seem to care
- I suspect that there will be a bit of a reporting bias here; a lot of flight attendants manage to provide a great experience in spite of low staffing levels (and passengers recognize their efforts), while I imagine it will be those playing Candy Crush in the jumpseat for much of the flight who complain that they were overworked and weren’t able to provide a good experience
- Personally I think it’s a bit of a stretch to also make this about safety; the reality is that flight attendants in the US do a phenomenal job with safety related matters and they deal with a lot of problems from passengers, even with FAA minimum staffing levels
Bottom line
United’s flight attendant union is encouraging members to report when they’re not able to provide a high level of service due to low staffing levels. This is an initiative intended to help with contract negotiations, as the union understandably looks to have increased staffing levels on some flights.
I appreciate the idea behind this, but I don’t think a whole lot will come of this. Don’t we all (management, flight attendants, and passengers) know that staffing flights with minimum crew members will result in subpar service? It just seems like an investment most US airlines aren’t willing to make.
What do you make of this marginal service report initiative?
That’s a really proactive approach. I applaud Scott Kirby’s and his managements’ idea. I work for another major airline with the most complaints and we are the complete opposite. No one in management wants to hear whats wrong. So take the opportunity and run!
Tks God we have gulf airlines exist and we have no choice but to travel domestic with these American carriers
There's more to this dilemma than just the flight attendants. The passengers and the world today are way different. Look at what some people wear on airplanes (TSA screening process is another discussion for another time) and in quite a few cases, feeling self entitled. I only fly Delta when I fly for my job in the air medical community as an A&P (FAA Airframe/Powerplant license) doing my job all over the US. I worked...
There's more to this dilemma than just the flight attendants. The passengers and the world today are way different. Look at what some people wear on airplanes (TSA screening process is another discussion for another time) and in quite a few cases, feeling self entitled. I only fly Delta when I fly for my job in the air medical community as an A&P (FAA Airframe/Powerplant license) doing my job all over the US. I worked ATA Airlines after 13 years on Army Blackhawks prior to ATA. And todays passengers can just be flat out terrible. I bring up my Army time as I flew many flights with my whole unit on an airliner (TWA, World, ATA, PanAm) and even that type of service was pretty awesome. But, down to the issue, just as an example, when I fly first class, the only thing first class, ultimately, is the seat. The days of getting meals on the 2 hour flights have been gone a long time. I flew IND-SLC (3 hours in Comfort +) and no offer or option for food other than the cookies or sun chips and no offer of alcohol (supposed to be offered to Comfort +). It was an Airbus A330. I bring this up because a widebody (2 isles) and just crazy busy FA's with demanding passengers. Ultimately, staffing (minimum) and the amount of more demanding passengers is really crazy. I don't blame the FA's, it's the airlines (staffing/greed) and the flying public that are to blame. In reality, I get better service on the regional jets (Endeavor, Skywest, Republic) in Delta colors ERJ 170/175 and CRJ 700/900. The flight attendants are 2 or 3 and you just get a better service with a much faster load and unload time. So, yes, there are some FA's doing the bare minimum, we all have bad days. But, I'd still recommend you make it known to the senior FA onboard, and/or let the airline know too.
Interesting since AFL-CIO is not the Union for United Flight Attendants. Not sure this is even factual!
There is an affiliation
I can’t make this comment without coming across as “ageist” but it has to be said. Many of the UA long haul FA’s are older individuals. Long haul flying will take its toll. I know this because I am a pilot and I am the first to admit my age is a significant factor in my fatigue tolerance and energy levels. Foreign long haul competition has, on average, significantly younger crews and the increased energy and focus is very noticeable.
More feedback cannot be a bad thing. You are right that management doesn't SEEM to care sometimes but that is a ridiculously superficial way of seeing things. FAs often feel like that about customer feedback since it doesn't (currently) get converted into better pay or any perks but you can't help but wonder whether one day, some manager somewhere will actually sift through them all and do something clever about it.
Feedback from crew is...
More feedback cannot be a bad thing. You are right that management doesn't SEEM to care sometimes but that is a ridiculously superficial way of seeing things. FAs often feel like that about customer feedback since it doesn't (currently) get converted into better pay or any perks but you can't help but wonder whether one day, some manager somewhere will actually sift through them all and do something clever about it.
Feedback from crew is even more useful. As you write, sure, some experienced FAs will be doing most of the submissions, but that is solid gold. There is no "in flight management", these are teams of people that get together a few minutes before each flight and have to immediately perform. Imagine having to play an NBA game with four people you may have never met before! It is crucial to get feedback about anything happening in flight in order to improve or - at least - get troublemakers (FAs or passengers) shortlisted as such.
I don’t think one can compare United FAs to those in Asian or Middle Eastern airlines. I generally get fine service from FAs in the Polaris cabin. But I will never forget this one FA on the IAD-MUC route literally not say a single word to me during the entire flight even though I thanked him every time he brought something. I thought he had a medical condition that made him mute. However, when I...
I don’t think one can compare United FAs to those in Asian or Middle Eastern airlines. I generally get fine service from FAs in the Polaris cabin. But I will never forget this one FA on the IAD-MUC route literally not say a single word to me during the entire flight even though I thanked him every time he brought something. I thought he had a medical condition that made him mute. However, when I went to the bathroom I heard him speak with other FAs. He was just beyond unprofessional and rude.
Well they will never be anywhere near the “best airline in the world” whatever they do - the bar has been set too high
Either people are not going to report the service on the flight or they are going to all report that it was well serviced even when some flights were not. Also, people will probably not report that they gave bad service. People should only be doing this if there was exceptional service given, but these days everyone's a winner.
Just came back from India in Polaris. The crew was nice and attentive (except the Purser) but the food and the selection was not even edible. The ice cream cart was the only nice thing about the service. Horrible. If United could just get the food correct they might could have a descent BC product. Btw the purser admitted she needed a break as she like people at the moment. I think the crew would be happier as well if they had a product they felt proud to serve.
The #1 problem with United's cabin service are the FAs! Typical union workers, doing the bare minimum, knowing they can't be fired. One step above federal employee.
As a former flight attendant when First Class meant great service. Always checking on the passengers to see if they needed anything. However not there is no "First" Class...only Polaris Business. I was on a flight in Polaris...both to and from Paris. I found the service to be just like coach except for the pod with movies. Once they served the dinner they disappeared and I had to get up to get more water and...
As a former flight attendant when First Class meant great service. Always checking on the passengers to see if they needed anything. However not there is no "First" Class...only Polaris Business. I was on a flight in Polaris...both to and from Paris. I found the service to be just like coach except for the pod with movies. Once they served the dinner they disappeared and I had to get up to get more water and anything else.
I think on domestic flights with First Class the service is much better.
Could you not use the call bell? I haven't flown United but in Europe they encourage you to use the call bell if you need soemthing. Obviously during the meal service isn't ideal. Then again a walk to the galley is a chance to stretch your legs.
Ugh another pre-merger United battleship grey initiative from a union stuck in the past. We never had these issues at Continental.
What’s hilarious is that United knows exactly when there are less flight attendants on the plane. What the union doesn’t tell customers is that flight attendants get paid a little extra when there are less crewmembers on the plane. This is typical AFA 1980s union tactics to try and get the pendulum to swing in their favor. They need a new playbook that doesn’t involve everything revolving around safety.
Short crew pay is an extra $5/hr. You thought you ate with that one, didn’t you? I’d rather an extra working body than some $5 extra, because the service moves incredibly slow and passengers get impatient/agitated and we all feel rushed. If this extra pay is worth mentioning as much as you think it is, then why would the union bother proposing an initiative that would do away with the opportunity for FA’s to get...
Short crew pay is an extra $5/hr. You thought you ate with that one, didn’t you? I’d rather an extra working body than some $5 extra, because the service moves incredibly slow and passengers get impatient/agitated and we all feel rushed. If this extra pay is worth mentioning as much as you think it is, then why would the union bother proposing an initiative that would do away with the opportunity for FA’s to get short crew pay? Make up your mind. You aren’t privy to what you’re talking about.
Trina, I was bringing to light that United knows when a flight is having marginal service issues but interestedly doesn't share that with the union. Why you ask? Because it's none of the unions business unless they bargain for you to make more than the "little" $5. Do you see your union doing that? They can't seem to figure out what they want nor catch up with Delta. This little initiative is from AFAs 1988...
Trina, I was bringing to light that United knows when a flight is having marginal service issues but interestedly doesn't share that with the union. Why you ask? Because it's none of the unions business unless they bargain for you to make more than the "little" $5. Do you see your union doing that? They can't seem to figure out what they want nor catch up with Delta. This little initiative is from AFAs 1988 playbook, we've seen it before - CHAOS will be next, then some name calling back and forth, then red, purple or pink pins.
I haven't seen anyone play Candy Crush in years, let alone while in a jumpseat. How old was this FA, Ben?
HAHAH true we are on Tik Tok now and texting.
Ask yourself: what is the union REALLY trying to achieve here? Is it really for the 'benefit' of pax? Really?? Stay skeptical, just as you should be of airline management too. It's the pax in the middle of this labor warfare that gets crushed.
Let me start by saying that united reduced staffing when they reduced their service before Covid. That was before the contract was up for renegotiations. United was revamping their service. After Covid united decided to add one element at a time back to what was the orginial polaris service but what they failed to do is give us that staffing back. So Union or not the staffing should come back. If they want to provide this service than staff it as such
Currently sitting in first class on a UA flight from TPA to DEN. Food was pretty much inedible...same gross barley salad, inedible chicken and potatoes. Same small apple pie(is that what it is?). FA were nice but food is hands down the worst in the air.
Interesting that you think the flight attendants who make it work and provide great safety and service regardless are the ones who wouldn't take the extra time, mostly on their time off, to report the problem.
I was a passenger last summer on a flight that was under-staffed, and I have to give the crew props for doing the best they could on a 763 with only five of them. They COULD have cancelled the flight instead, so rather than complain about not getting a drink fast enough or a less-than-perfect business class service, I am grateful for them trying as hard as they did and I made sure to tell them so.
AA has turned into a service disaster as APFA works out their deal with that company. Good luck getting one service pass in F. These 'reports" are the AFA's way of bringing UA down to the same level. I'd avoid paying for F on either airline and bring your own food and non-alcoholic drink, you won't be seeing much of the FAs. If you want alcohol, go to the airport bar before the flight.
United FA service is 50/50. When the FA are good they are great, when they are bad they stand out. Once again I will say their Polaris product is not good compared to Asian airline’s equivalent. We just flew to Turkey on Polaris from Iah outbound and Turkish Air from Istanbul to Iah. No comparison. The Polaris lounge is nice but the food isn’t anything special, the food in
Polaris class was horrendous. The...
United FA service is 50/50. When the FA are good they are great, when they are bad they stand out. Once again I will say their Polaris product is not good compared to Asian airline’s equivalent. We just flew to Turkey on Polaris from Iah outbound and Turkish Air from Istanbul to Iah. No comparison. The Polaris lounge is nice but the food isn’t anything special, the food in
Polaris class was horrendous. The FA’s were good. The TA lounge in Istanbul was off the charts and the food on the biz class was excellent for plane food. The FA’s could have been a bit more service oriented but they were fine. I’ve flown EVA, JAL and i think ANA in biz to Asia and they were phenomenal. AA was just like UNITED, not great. Really sad.
As a pax I'll sometimes give my feedback to UA, both good and bad. Case in point, my last long haul in J my meal request wasn't boarded and the purser made it right best he could and offered compensation without me asking. Great service and I wanted to let UA know when their crews do well. On the return, however, in PE, the crew was acting very hurried and a couple times curt and...
As a pax I'll sometimes give my feedback to UA, both good and bad. Case in point, my last long haul in J my meal request wasn't boarded and the purser made it right best he could and offered compensation without me asking. Great service and I wanted to let UA know when their crews do well. On the return, however, in PE, the crew was acting very hurried and a couple times curt and almost rude to fellow pax in my row. Snack service that no one cared for was bizarre: they turned up the cabin lights, woke everyone up and literally threw a banana in my face before I could figure out what was going on. I made sure UA got my thoughts about that.
I'd like crews to be able to report their side of interactions like that. Were they min staffed and had to hurry so fast to meet service standards that they couldn't do it right? Were they on min rest and thus fatigued? Ultimately it won't much matter to UA unless they start to see revenue decline as pax go elsewhere.
If this were about truly offering a good service and since these staffing levels have been down for some time now, where was this initiative two years ago before a contract negotiation period? This seems very clearly aimed at increasing the number of FAs which means more union members which means more dues which means more power and funds for the union. This does not come across as a sincere focus on customer service but...
If this were about truly offering a good service and since these staffing levels have been down for some time now, where was this initiative two years ago before a contract negotiation period? This seems very clearly aimed at increasing the number of FAs which means more union members which means more dues which means more power and funds for the union. This does not come across as a sincere focus on customer service but rather all about union politics.
As for the staffing levels, if the levels meet FAA guidelines, then let the market decide. If service is a big deal to passengers - high on the importance list along with on-time arrival, fares, etc. - then customers will go with other alternatives if UA's service offerings are not sufficient for the passengers. If what is being offered is generally accepted by the customer base, they will keep filling seats on UA flights. That's how you demand and realize quality service, not a likely self-serving effort by a union in contract negotiations. It's not like unions have a long history of putting customers first ahead of union members.
you realize that there’s also a benefit to the flight crews in the form of more hours and higher paychecks. missing a large part of the story if you look at it as a union power grab only designed to benefit itself. sure timing might indicate a level of strategy if but they don’t have that they’ll just get steamrolled by the airline ♂️
This has been ongoing for years. Staffing reductions and increased hours on duty with shorter rest periods. UA wants FAs to be able to work 18 hour duty days. When I started max was 12.5. Also, FAs make less now than 25 years ago based on inflation. They’re work rules and pay we’re gutted in bankruptcy, lost pensions and never got any pay back for the sacrifices that saved the company. Funny enough, MGMT pay...
This has been ongoing for years. Staffing reductions and increased hours on duty with shorter rest periods. UA wants FAs to be able to work 18 hour duty days. When I started max was 12.5. Also, FAs make less now than 25 years ago based on inflation. They’re work rules and pay we’re gutted in bankruptcy, lost pensions and never got any pay back for the sacrifices that saved the company. Funny enough, MGMT pay increases every single year. And Billions$ in stock buybacks every single year for shareholders. The union busting comments on this thread are clearly Mgmt acting anon.
What incentive do they have to change? Honestly?
Their flights still go out packed, poor service or not.
I think you're onto something. Over the years airline management has put more coach seats in, reduced service and amenities, and made it a true commodity almost like public transportation product. No surprising that front line employees start acting like public transit workers.
Moreover, at least in the US profits are no longer driven by flying. They're made by partner income, particularly hawking co-branded credit cards. Even the once valued business traveler (and ones...
I think you're onto something. Over the years airline management has put more coach seats in, reduced service and amenities, and made it a true commodity almost like public transportation product. No surprising that front line employees start acting like public transit workers.
Moreover, at least in the US profits are no longer driven by flying. They're made by partner income, particularly hawking co-branded credit cards. Even the once valued business traveler (and ones that are even at the top published elite level) are now often treated like someone that bought a basic economy ticket based upon a google flight search.
It is a myth that airlines make most of their profit through credit card schemes. They,d be called banks otherwise. Respectfully.
That's exactly the driver of their profits. Just look at their 10K.
American is down to 11 fas on the 777-300 on long haul routes. Only 5 of them work both first and business , which is a total of 60 plus people expecting a personalized service , promptly refills etc.
On domestic flights, they are down to four fas only ( for the same 60 plus passengers).
While it is true that some fas will make it seem like they can do it, the...
American is down to 11 fas on the 777-300 on long haul routes. Only 5 of them work both first and business , which is a total of 60 plus people expecting a personalized service , promptly refills etc.
On domestic flights, they are down to four fas only ( for the same 60 plus passengers).
While it is true that some fas will make it seem like they can do it, the service will take longer and more work without additional compensation. And when you say “we recognize “ their service. What does that even mean?
When it comes to service I don't think I've ever expected more than the bare minimum. As long as they do their job I don't really care if they play Candy Crush in the jumpseat or if they show up in sweats. I just need to get to where I'm going and have some food along the way if my ticket gives me food.
In my experience, it’s the hard working FAs that deeply care that are filing MSRs. Those playing Candy Crush can’t be bothered to do the work to fill one out.
This is about International - domestic has been trimmed back for years. One fewer FA on a 777-200/787 widebody than even AA or DL really does show - as a passenger, so much hanging around - and good luck getting a refill.
I am a United FF and I often chose to fly from Berlin to EWR in Polaris, as it was the only direct flight offered. But I am so done with the lazy, sub-level service of United I am looking forward to the Delta Flight being offered this summer, and in the meantime I take other airlines even if it means I have to change planes. I am shocked that Emirates would code share with United.
You can never please anyone. Even when airlines say we listened to you and are doing a b c, they are never satisfied.
Many elite frequent fliers with all airlines are serial complainers and nothing ever makes them satisfied.
Stay miserable.
Great point!
As a frequent-ish long haul biz-class traveler living near a United hub, I think the FAs need to look in the mirror. Yes, food could be a lot better, but equipment is good. FA attitude is the biggest problem. Just flew on AC and had a phenomenal experience- even on the short haul leg. Ladies & Gents, a smile costs you nothing. Try it!
The union (the AFA-CWA) has a point and asking their members to report on their issues makes sense. That can help UA to be better. They should also ask for passengers' perspectives on what UA offers and the FAs' role in it. They need to acknowledge that both they and the airline contribute to the customer experience.
I am somewhat surprised that AC (I assume Air Canada) received such plaudits as those are rare. (My one experience, SYD-HNL in J was fine.)
The union doesn’t care about customer service, they just want enough union paying members bankrolling their initiatives.
I smell a rat, or a union that is in negotiations. The self reporting allows every poor customer experience to be shoved off onto catering, maintenance, weather anything but the flight attendants. In other words, it's management's fault if ratings are bad, not FAs, as they are working so hard to please with the cheapness of United
This is a veiled instruction for a service slowdown.
Are you strange? The entire point is to be able to get the service done more efficiently with more working bodies. I’d love to see you being one of the 2 FA’s up front on a 767 where we have 30 people on a 2 hour flight and sling out a lunch service, whilst keeping everyone’s drink refilled. One complaint about a lost phone in the seat, inoperative wi-fi, or non-responsive IFE screen so easily...
Are you strange? The entire point is to be able to get the service done more efficiently with more working bodies. I’d love to see you being one of the 2 FA’s up front on a 767 where we have 30 people on a 2 hour flight and sling out a lunch service, whilst keeping everyone’s drink refilled. One complaint about a lost phone in the seat, inoperative wi-fi, or non-responsive IFE screen so easily causes a huge backup in the service. How do you get “service slowdown” from “more workers” explain.. the math is not mathing
By all means, work at the same, steady pace that has resulted in two FAs on duty.
Most of the plane is seated in coach. Really, what's the "experience" other than being served a beverage and a pack of pretzels. Offered BOB where it's available. With a butt jammed in every seat by airline management does one think that flight attendants can give 1960s style personalized service to coach passengers?
Except basically all the profit on a long haul flight is coming from the front of the plane
And the pack in the back pays the expenses.
If you haven’t noticed, full fare economy tix aren’t exactly cheap these days. Especially living in a city that is served by the big 3 only. Respectfully.
Oh, I dunno… maybe not waiting ~1.5 hours for a small cup of drink in row 44 on a 777-300? Have you ever flown on busy routes at around 3-5 PM? It’s mayhem, and it doesn’t help that every passenger wants 2 to 3 drinks each. You aren’t privy to any of this, I know, but it is amazing how much smoother and efficiently the service flow is with even *1* extra FA in the back.