United Airlines’ Controversial Flight Attendant Promoter Score (FPS)

Flight attendants at United Airlines remain unhappy with long hold times to reach the crew scheduling desk and have devised a controversial new Flight Attendant Promoter Score (FPS) scheme as a way to hold management accountable.

New Flight Attendant Promoter Score At United Airlines

Last month, I wrote about the problem of long hold times to reach the crew scheduling desk, which has boiled over in a public spat between the Association of Flight Attendants (AFA) union and United management.

> Read More: Union Responds To Harsh Memo From United Airlines To Flight Attendants

The AFA has come up with a quirky new system in which flight attendants will rate management each week, using a new tool it hopes will hold United accountable in addressing flight attendant concerns.

United heavily relies upon a Net Promoter Score (NPS) to track customer feedback… we’ve detailed that here. In the same vein, the Flight Attendant Promoter Score will be determined by asking flight attendants to offer feedback on numerical basis on a number of issues. Those include:

  1. I feel my contributions to our airline are valued
  2. I am able to trade my pairings / reserve days with open time / pool
  3. I feel supported by management
  4. My contact with crew scheduling is timely and my issues are resolved
  5. Management is responsive to my needs during irregular operations

Each week, flight attendants are invited to assess those five statements on a scale from 1-10.

Flight Attendants who rate 9-10 are seen as promoters, those who rate 7-8 are seen as neutral or passive, and those who rate 0-6 are seen as detractors.

(this seems heavily-stacked toward “detractors” but is generally the way NPS works)

The AFA says this metric “will give a strong visual indicator on where management has improved or what areas they need to continue work on.” Taking it seriously, claims the AFA, will lead to more customer satisfaction, since happy flight attendants will be better able to meet passenger needs:

United Inflight management has an invaluable tool to gauge the satisfaction of flight attendant’s in the workplace through FPS. Being responsive to flight attendant feedback will make a significant impact on our work environment and should have a correlating impact on United’s NPS scores.

It is not clear if the AFA will make the weekly results public.


The AFA is asking flight attendants to take part in a new Flight Attendant Promoter Score initiative, that it hopes will move management to more expeditiously address workplace concerns. United has not commented on the FPS scheme, but this move once again ratchets up the divide between the AFA and the company.

image: United Airlines

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