prestonh

In changing the program, United is placing less of an emphasis on operational performance, such as on-time arrivals or the number of canceled flights, and slightly more on customer satisfaction. All eligible workers can earn $125 per month if United hits its new marks, similar to before.

The new plan will place more of a focus on service, and employees will be able to earn the biggest extra chunk — $75 per month — if United raises its customer satisfaction scores by one point, year-over-year.“Our goal for 2019 is to achieve a [satisfaction] score that’s at least one point higher than in 2018, and we’ll share monthly goals as we go,” Gebo said.Employees can also earn $50 if United tops its three main competitors — American Airlines, Delta Air Lines, and Southwest Airlines on D0, an airline term for flights that depart exactly on-time or early “These are two metrics that we can all influence, whether we interface directly with the customer or support the operation behind the scenes, and they both reflect our commitment to serving our customers,” Gebo said.

https://skift.com/2018/12/22/united-...arrival-goals/

HNLbasedFlyer

I can't imagine $125/month will change anyone's behavior.

prestonh

As I understand it replaces the 'lottery' program Kirby announced earlier this year that was set to replace the previous incentive program which was credited for improving the on-time metrics.

Catbert10

According to Glassdoor, the average annual total pay for a United FA is $54,600, which is $4,550/mo. If my math is correct, $125 represents a 2.7% increase in pay.

Would I be nicer to people for a 2.7% increase in pay? Yeah, probably.

Beltway2A

I don't think your math accurately reflects reality. While it's easy to reduce the situation to "would I be nicer for 2.7% more money" changing an absolute to a percentage isn't accurate. UA isn't going to top Delta anytime soon, so at best they're working with $75. After tax, it's going to be close to $56. Would you spend a month busting your ... to be nicer to entitled jerks to get an extra $56? I sure as hell wouldn't.

WineCountryUA

While past performance is no guarantee of future results, this slide from UA's 2018Q3 earnings call presentation might say something different about UA's D:0 performance possibilities and suggest the full $125 bonus is possible.

atsak

Does this apply to regionals as well? Had two people ask a flight attendant on a recent flight for her name. It was not for complimenting her (she was fine to me, she was however pretty rude to the two people who were complaining).

WineCountryUA

Regional / United Express employees are not United employees.