You know, I think that it's number 4 that's the sticking point. How do you monitor F/As? We already have check-rides, but I think most carriers under-utilize ghost-riders. One thing I do on board if a passenger mentions to me that she had a rude check-in/gate agent/f/a, I will offer them a comment card and a pen and ask if they wouldn’t mind writing a quick note. Enough notes in someone’s file, and management really does pay attention. Most people are very happy to fill one out, but very few think of doing it on their own.

Also, here is a trick I am surprised more people don’t use. At the beginning of your flight, get a customer comment card. We have them inside our in-flight magazine. Most airlines will have them at the customer service desk. Fill in your name/address/etc. Leave the rest blank, and place it on your tray table where an f/a will see it. You’ll often be amazed at the service you receive for the flight. If you want to make extra sure the f/a sees the note, ask to borrow a pen.

I feel that feedback is very, very important in this area. If we could just educate our passengers to take five seconds to write ‘uneventful flight, pleasant service’ or ‘very rude, only came through for trash once’ I think all airlines could improve their product.

So my advice would be to start filling out those cards! Encourage people around you to do so. Make sure to put down the date, flight number and city pairing, and first names if applicable to ensure it will reach the right people. If it’s negative, the prudent thing might be to mail it in, but if it’s positive, handing it to a f/a might just make his/her day.