Originally Posted by
FriendlySkies
+1
During the Frontier Experience that I was a part of four years ago, Frank, the Director of Inflight Training, was mentioning to us that F9 was thinking about recruiting some Ascent & Summit members to "grade" the FAs on what they did correctly, and what they needed to improve upon. Perhaps they should do this, as it would help iron out some of these problems...
Midwest did this for many years, and in recent times there were employee incentives tied to the customer scorecard. All sorts of touchpoints of the customer experience from call center to curbside check in to pilots and inflight were regularly scored.
Perhaps that's something they'll bring to the combined airline It's not a panacea, but it may make a difference.