I was in F on UA 869 from SFO to HKG on Feb 2. It was one of the best serviced flights I have ever done on UA. Other than the worn out interior and broken seat components, I could not believe I was on UA. The FAs were super professional, super attentive, happy, cheerful, and seemed to have no end to energy and desire to make sure everything was just right for every passenger. In the past, I have ranted about how poor my experiences have been on UA F from SFO to FRA and back. I was starting to think it was because of the seniority issue. You know, the more senior FAs get dibs on which routes they want, and tend to get the International F cabins. Whereas the younger FAs get C and Y, where I have found the service to be far superior that that in F (at least on SFO-FRA flights). But the crew on 869 was every bit as senior as any other FRA flight I have been on, yet were fantastic. The purser had over 30 years with UA, but was as dedicated, happy, professional and helpful as any FA I have ever seen.

So why are some crews great (SFO-HKG) while others provide unacceptable service (SFO-FRA)?

I am starting to think the biggest factor is home domicile. I spend quite a while talking with the Purser (I am jet lagged and cannot remember the fellows name). He was very open about the issues UA is having with poor FA service, particularly in international F. His view was that is was mostly a domicile issue. Some domiciles, such as SFO, simply have terrible FAs (not his words, exactly, so don't anyone try to get this guy in trouble!!). They are poorly managed and allowed to provide terrible service without getting any negative impact on their pay or careers. Their attitudes are horrendous. HKG domicile is much better managed. The FAs are fantastic. The Purser mentioned that sometimes they do get a bad FA, but the other FAs and the domicile manager either push that person out or manage them SO closely, that they either get better or quit under the pressure.

Sure enough, every SFO-HKG flight in F has been wonderful for me. Always great service. And EVERY, I repeat EVERY SFO-FRA flight in F has been TERRIBLE!!! Horrendous!!! Non-existent and rude service.

I think we may need to back off the seniority issue a bit, and spend more time talking about how well different domiciles are managed.