Apr 8, 2019, 3:00 pm
Last edit by: WineCountryUA
Post flight Surveys: Who's received one? Do you respond?
Sep 28, 2016, 1:25 pm
#16
Original Poster
Join Date: Feb 2005
Location: CLE, DCA, and 30k feet
Programs: Honors LT Diamond; United 1K; Hertz PC
Posts: 4,164
Just got this into my inbox, sounds like they really are listening (or at least I'll allow my ego that indulgence 
) (emphasis is mine).
(And thanks again to UA Insider for the reply up-thread)
) (emphasis is mine).(And thanks again to UA Insider for the reply up-thread)
Change is good – especially when it comes as a result of listening to our customers. We're proud to introduce our new post-flight survey focused on what matters most to you.
Launched this month, the new survey is a reflection of the things you told us you valued: a simple, more streamlined survey experience, the ability to choose which aspects of your journey you want to tell us about, and assurance that your feedback will lead to action.
The new survey only takes two to three minutes to complete, and we've optimized the format for your mobile device. We've also changed the frequency of the surveys so that you'll no longer be invited to weigh in after every flight. Instead, you'll be receiving a survey at random every few flights.
Coming soon will be an opt-in feature if you'd prefer to provide feedback after every flight. If you would like United to respond to your compliment, comment or complaint please contact our Customer Care team at united.com/feedback.
Enjoy an easier way to make your voice heard. We're listening.
Launched this month, the new survey is a reflection of the things you told us you valued: a simple, more streamlined survey experience, the ability to choose which aspects of your journey you want to tell us about, and assurance that your feedback will lead to action.
The new survey only takes two to three minutes to complete, and we've optimized the format for your mobile device. We've also changed the frequency of the surveys so that you'll no longer be invited to weigh in after every flight. Instead, you'll be receiving a survey at random every few flights.
Coming soon will be an opt-in feature if you'd prefer to provide feedback after every flight. If you would like United to respond to your compliment, comment or complaint please contact our Customer Care team at united.com/feedback.
Enjoy an easier way to make your voice heard. We're listening.
Dec 25, 2016, 10:27 pm
#18
Join Date: Jun 2008
Location: SFO
Programs: UA Platinum, AF, Chase, Hyatt Explorist
Posts: 1,089
Sorry to bump a year-old thread, but it's better than starting my own I guess. Does UA use some algorithm to not send you a survey? I haven't flown UA much in the last year or so, but before, I almost always got a survey. I flew LAX-DEN last week. The flight was delayed 45 minutes (no big deal), and the wifi didn't work, which I was hoping to use to get some work done. Again, not a big deal, but I was hoping to fill out the survey to calmly and mildly voice my pretty minor displeasures, and I still never got one.
Dec 25, 2016, 11:18 pm
#19
Moderator: United Airlines
Join Date: Jun 2007
Location: SFO
Programs: UA Plat 1.995MM, Hyatt Discoverist, Marriott Plat/LT Gold, Hilton Silver, IHG Plat
Posts: 66,855
Posted awhile back
Feb 8, 2017, 8:59 am
#23
FlyerTalk Evangelist
Join Date: Oct 2006
Location: SFO/SJC
Programs: UA Silver, Marriott Gold, Hilton Gold
Posts: 14,889
So filled out a survey today, and find something quite odd.
Filled out about the outbound on a trip I took this weekend. Everything was fine, except for the dissater at check-in (basically, was ignored by an agent waiting for a bag tag in the Premier line, while she took the next person, and completely ignored me, even after I asked if she could tag the bag - other person was in the elite line was clearly not elite, and had an oversized bag that was going to take a while).
Survey starts by asking the flights I want to comment on, and then which parts of the expreience were satisfactory (something like ground service (check-in, security, etc.), in-flight, and onboard features). Since the latter two were satisfactory, I clicked on those. Then was asked about that. When asked if I wanted to add more info. I selected yes, and then only had the option to select the things on-board - no mention of other items, like check in experience.
Is this on purpose to get better scores, or just incompetence? One would think that they'd like to know about the parts that weren't satisfactory, as opposed to (or at least, in addition to) the parts that were. To be honest, that was the point of writing.
Filled out about the outbound on a trip I took this weekend. Everything was fine, except for the dissater at check-in (basically, was ignored by an agent waiting for a bag tag in the Premier line, while she took the next person, and completely ignored me, even after I asked if she could tag the bag - other person was in the elite line was clearly not elite, and had an oversized bag that was going to take a while).
Survey starts by asking the flights I want to comment on, and then which parts of the expreience were satisfactory (something like ground service (check-in, security, etc.), in-flight, and onboard features). Since the latter two were satisfactory, I clicked on those. Then was asked about that. When asked if I wanted to add more info. I selected yes, and then only had the option to select the things on-board - no mention of other items, like check in experience.
Is this on purpose to get better scores, or just incompetence? One would think that they'd like to know about the parts that weren't satisfactory, as opposed to (or at least, in addition to) the parts that were. To be honest, that was the point of writing.
Jun 11, 2017, 7:01 pm
#24
Join Date: Mar 2012
Posts: 37
post flight survey only in first?
It seems like almost after any time I'm in first class, I get an email survey. Those flights are almost always great... it's really pretty rare that I have a bad experience in first. I never seem to get a survey after a flight in coach, which is a much more hit and miss experience...
Jun 11, 2017, 7:17 pm
#25
FlyerTalk Evangelist
Join Date: Oct 2006
Location: SFO/SJC
Programs: UA Silver, Marriott Gold, Hilton Gold
Posts: 14,889
It seems like almost after any time I'm in first class, I get an email survey. Those flights are almost always great... it's really pretty rare that I have a bad experience in first. I never seem to get a survey after a flight in coach, which is a much more hit and miss experience...
Jun 12, 2017, 4:34 pm
#28
Join Date: Apr 2017
Location: Bay Area - East Bay
Programs: UA 1k, AS 75k, Marriott Platinum, Hyatt Explorist
Posts: 641
I seem to always get them if my flight is delayed, otherwise no survey. I generally fill it out if the delay was handled especially well or especially poorly, no point in making the effort just to say everything was average!
