Originally Posted by
Dr. HFH
Promotions (from Y) to J or F, or beyond that to training, are based mostly on comments from passengers. Comments from cabin crew supervisors are much less valued because QR cabin crew management is aware (or feels) that there are friendships, and cabin crew managers could be commending/recommending their friends. In this ISM's estimate, each passenger comment is weighted something like 5× a similar comment from in-flight cabin crew management.
Comments and recommendations are, of course, lovely to receive. But much more important to a career and wellbeing for cabin crew are complaints.
Whereas <thank you> messages take some time to filter through, complaints are investigated quite quickly and surprisingly thoroughly. Crew are called in to account for what went on.
Crew and management are of course aware that complaints can often be fuelled out of next to nothing, in the hope of compensation: but QR philosophy seems to be that it's better to err on the side of passenger righteousness.
Passengers really should think twice before firing off angry messages about delayed service, awkwardness over language or forgetful crew. It can blight career progress and lead to termination.