Unusual communication from United
Apr 14, 2014, 4:58 pm
#1
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Unusual communication from United
I received the following communication from United. Anyone ever gotten something like this before? After examining the email headers, I pretty sure it valid. I've redacted the critical information that would identify the flight.
My name is XXXXXX, I am an Inflight Supervisor at United. According to our records you took the above flight with us, I hope it was an enjoyable experience. It has come to my attention that there may have been a problem between another customer and the Flight Attendant working in the section of the aircraft where you were sitting. If you have any knowledge or if any you had any positive/negative interactions with the Flight Attendants on your flight could you please let me know, so that I am able to resolve any issues.
Thank you for your time and your business.
Thank you for your time and your business.
Apr 14, 2014, 5:07 pm
#4
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Not as picturesque, apparently.
The OP's communication looks like a supervisor trying to resolve a case of he-said, she-said in the wake of a passenger complaint. Good for UA for taking customer input seriously enough to make this effort -- although perhaps the complainant has upped the ante by threatening legal action or something, and UA is trolling for evidence to defend the FA or itself.
The OP's communication looks like a supervisor trying to resolve a case of he-said, she-said in the wake of a passenger complaint. Good for UA for taking customer input seriously enough to make this effort -- although perhaps the complainant has upped the ante by threatening legal action or something, and UA is trolling for evidence to defend the FA or itself.
Apr 14, 2014, 5:08 pm
#5
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Apr 14, 2014, 5:11 pm
#6
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Apr 14, 2014, 5:45 pm
#7
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Nope, did not notice anything, but then I generally spend most of my flights heads down working with headphones on. So I only really aware of the FAs when they are right beside me with the cart.
Apr 14, 2014, 5:47 pm
#8
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Did you see whatever the incident was?
According to http://www.calafa.org/rumors , complaint letters from Global Services members have led to severe disciplinary action (iirc termination warning?), so I can see why UA would be trying really hard to investigate some reported incidents.
The most recent post there actually suggests that complaint letters from 1K members (?!) might be rumored to be triggering termination for staff:
Unrelated, found this interesting gem:
According to http://www.calafa.org/rumors , complaint letters from Global Services members have led to severe disciplinary action (iirc termination warning?), so I can see why UA would be trying really hard to investigate some reported incidents.
The most recent post there actually suggests that complaint letters from 1K members (?!) might be rumored to be triggering termination for staff:
Rumor Update April 7, 2014
838. Hi, In regards to rumour 825, are all the FAs fired within the last year due to GS and 1K letters being arbitrated and/or is it for future protection against steps of discipline being ignored? Thank you
We are arbitrating it.
Rumor Update March 29, 2014
825. Are we any closer to Arbitration for FAs being disciplined for GS customers mentioning them in complaint letters?
Yes, scheduled in April.
838. Hi, In regards to rumour 825, are all the FAs fired within the last year due to GS and 1K letters being arbitrated and/or is it for future protection against steps of discipline being ignored? Thank you
We are arbitrating it.
Rumor Update March 29, 2014
825. Are we any closer to Arbitration for FAs being disciplined for GS customers mentioning them in complaint letters?
Yes, scheduled in April.
747. Rumor An Ex CAL Gate Agent told me this 1/31. @S-UA, Pilots are given a copy of the Final passenger count paperwork as we do in the cabin only it also includes blank Thank You notes and or notes of apology to use accordingly. Pilots are to write thank yous or apologies for inconvenience such as delays addressed to every GS passengers on board. She didnt say how those notes were delivered but I suspect it included FA invlovment during the flight. Absurdly false or absurdly true?
Truth Its called the Personal Touch Business Card Program, page 71 in F/A P&P, it reads as follow:
Personal Touch is a program whereby flight deck members write notes of appreciation on their United business cards to GS, Premier 1K and Premier customers.
Upon pilot request, the FSC/ISM should provide a copy of the IFR to her or him. The pilot will write a note on the back of her or his business card and then ask the FSC/ISM to present the cards to the customers during flight.
As with the Personal Touch program, the FSC/ISM may elect to distribute their business cards to select customers as a way of thanking them for their business or to provide contact information for follow-up of in flight matters. Qualified ISMs may obtain personalized business cards by contacting an ISM supervisor at their base to place an order. If desired, other flight attendants may also obtain business cards through a base coordinator for a fee.
Truth Its called the Personal Touch Business Card Program, page 71 in F/A P&P, it reads as follow:
Personal Touch is a program whereby flight deck members write notes of appreciation on their United business cards to GS, Premier 1K and Premier customers.
Upon pilot request, the FSC/ISM should provide a copy of the IFR to her or him. The pilot will write a note on the back of her or his business card and then ask the FSC/ISM to present the cards to the customers during flight.
As with the Personal Touch program, the FSC/ISM may elect to distribute their business cards to select customers as a way of thanking them for their business or to provide contact information for follow-up of in flight matters. Qualified ISMs may obtain personalized business cards by contacting an ISM supervisor at their base to place an order. If desired, other flight attendants may also obtain business cards through a base coordinator for a fee.
Apr 14, 2014, 5:51 pm
#9
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interesting. Let us know if you find out anything. First time I have seen something like this.
Apr 15, 2014, 7:02 am
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Apr 15, 2014, 8:18 am
#12
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I've received similar emails, but generally only at outstations (in the ME). Sounds like something bad went down.
Of course, when I actually make a valid complaint about a FA I get a "sorry, better luck next flight" response from 1kvoice.
Of course, when I actually make a valid complaint about a FA I get a "sorry, better luck next flight" response from 1kvoice.
Apr 15, 2014, 8:24 am
#13
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I'd be careful to make sure it's not a phishing email. If you can, without opening the email, check the email address it comes from that would help determine the validity. This may be legit but double check. I say especially since another poster indicated getting a similar email.
Apr 15, 2014, 8:46 am
#14
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I'd be careful to make sure it's not a phishing email. If you can, without opening the email, check the email address it comes from that would help determine the validity. This may be legit but double check. I say especially since another poster indicated getting a similar email.
Apr 15, 2014, 9:58 am
#15
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Since you have nothing to add, why worry at all? If you 100% knew that it was a legitimate email, you would not have a response to give.
Me? If I did observe something, I would make 100% certain that what I reported was complete and accurate to avoid being crucified in some labor arbitration proceeding a year from now.
Me? If I did observe something, I would make 100% certain that what I reported was complete and accurate to avoid being crucified in some labor arbitration proceeding a year from now.