Thanks, Superguy, this is a point I've been trying to make. I am intrigued by the various proposals we've seen here to introduce a more comprehensive evaluation system for all FA's, and would not rule out introducing such a system. But that's not what I'm proposing. All I'm saying is that UA could use passenger feedback, possibly but not necessarily supplemented by other sources of information (such as purser or designated observer input), to introduce a basic system that identifies both the really poor and the really good performers without going through the trouble and expense of a more comprehensive system. This selective feedback could then be used to help any problematic FA's improve before penalizing them in any way. But if they continued to generate patterns of negative comments, there would be negative repercussions. And the outstanding FA's who get patterns of positive comments would be appropriately rewarded in some manner.

Most FA's would not be directly affected by this system. It would, however, create some incencentives for good service across the board.

I respect LarryJ's argument about how introducing merit-based critieria, even on this limited basis, could impact morale. But as others have noted, the morale argument cuts both ways with respect to a solely seniority-based system.

What's in it for United to introduce some form of merit and customer feedback into the process? First, especially when it is striving to separate itself from the pack of domestic competitors, this distinguishes it as the only airline to take merit and feedback into account--i.e., it is more dedicated to the quality of service than its competitors. Second, this would actually contribute to improving the quality of service. Third, both the reality and the perception of better service should contribute to competitiveness and the bottom line. Finally, though I'm just speculating on this point, I wonder whether the knowledge that feedback can make however small a difference could also lead to greater customer satisfaction--letting off steam into a process where it really matters can be more satisfying than simply venting.