United Airlines chief executive Scott Kirby is on a roll. His airline is winning over well-heeled premium passengers and cementing itself as a carrier that travelers are willing to pay more to fly for a more luxurious experience.
On Tuesday, Kirby revealed the next stage in United’s transformation into an upmarket carrier with the ‘United Elevated’ concept – brand new long-haul cabins with refined finishes, private suites in the sky, and even caviar service.
The celebratory mood has, however, turned a little sour after flight attendants at the Chicago-based carrier openly criticized United Elevated, warning that premium cabins and private suites don’t mean much without good inflight service.
Not that it needs spelling out, but, of course, that service needs to be delivered by deflated flight attendants.
“CEO Scott Kirby can roll out all the new product announcements he wants — it means nothing without respect for the people who deliver it,” slammed Sara Nelson, the national president of the Association of Flight Attendants (AFA-CWA), which represents United’s crew members.
“Service doesn’t happen without us,” Nelson continued.
It’s not that Nelson is completely opposed to United’s move into the premium space, but flight attendants at the carrier have been fighting for a new contract for the past four years, and negotiations are dragging along at a snail’s pace.
Until an updated contract can be secured, tens of thousands of flight attendants won’t get a pay raise.
“A new aircraft cabin doesn’t pay rent, allow us to come to work without stress over paying our bills, attract new applicants, or give us the schedule control we need to have a life,” Nelson explained. “Scott Kirby can’t promise a product without the people who deliver it.”
While Kirby was unveiling his new Polaris suites and Polaris Studio seats, hundreds of miles away in Chicago, executives were once again at the bargaining table with AFA negotiators.
This week, the two sides are expected to lock horns over the economic terms of the contract. Despite the fact that some progress has been made, United and the union are likely to still be far apart on what this critical part of the contract should look like.
Many observers believe, however, that Kirby has the advantage in these negotiations. He has transformed into a vocal supporter of the Trump administration, and the ultimate leverage that the union holds – the threat of strike action – would require the tacit approval of the National Mediation Board.
The NMB might be ‘independent,’ but the Trump administration chooses its members. Even if the NMB did make a surprise decision to support a strike, Trump could still slap the union with minimum service obligations.
Instead, the union warns that premium customer service won’t happen if morale amongst its members remains at a nadir. After all, while Kirby can enforce black-and-white service standards, you can’t force a flight attendant to smile, strike up meaningful conversations with passengers or go above and beyond.
“If Kirby wants to reach true #1 status, it starts with delivering the #1 contract for 28,000 Flight Attendants today,” Nelson says.
Matt’s take – leading industry pay doesn’t necessarily mean industry-leading service
Flight attendant unions often demand industry-industry pay, but this is rarely tied to performance indicators. Presumably, the hope is that a well-paid flight attendant will work harder because they realize they are earning a decent wage for what they are being asked to do.
It would be interesting to see the customer satisfaction scores at American Airlines after flight attendants ratified a new contract last year. Has satisfaction with flight attendant service improved since the contract came into effect last September? Has there been a further improvement since boarding pay came into effect?
It is very unprofessional to give bad service in retaliation for low pay. Doctor’s pay has been continually cut by Medicare for about 25 years. You don’t see them going on strike. In fact, doctors are prohibited from joining unions except against a hospital employer but cannot unionize against insurance companies or Medicare.
I think it’s fair to say that frequent Polaris flyers, particularly those at the 1K and GS levels, aren’t choosing it for the service. I fly EWR-DXB 4 to 6 times a year, and United’s crews are consistently underwhelming. While there are exceptions, pairing the most senior crews with the most premium routes doesn’t guarantee the best service experience. Kirby should focus his efforts on the hard product as the soft product is likely a lost cause.
For over 41 years I have been a flight attendant, New products do not make a good product. Help these that serve and protect earn a fair standard of income based on time served and routes worked. Then we may take pride in the product offered.
This new cabin configuration concept is an attempt to compete with those gov funded Airlines. Good luck with that, as those that will service and look after safety aboard for those paying the big bucks will be attended to by pissed off flight attendants that have not seen a contract upgrade in 5 years.
Slip your FA a Benjamin. Promise you will get the service you desired.
If the Airline won’t pay their FA’s a viable living wage in todays economy, yet demand they go above and beyond?;……..payoff/cost. Seriously, insist. You will be spoiled I promise you.
Might want to look at the DEI’s hired too. These aren’t Flight Attendants that work hard, well groomed and professional.
You get the service also with the quality individuals you employed.
Been in aviation over 50 years. I know. I get to work with some of the laziest ones out there and it’s upsetting. Work ethic. There are still those of us that have it and care.
I don’t see why you can’t go to a good restaurant when you get home.