How are flight attendants assessed on their performance?

Flight attendants are assessed on their performance through a combination of customer feedback, peer reviews, and management evaluations. This comprehensive approach allows airlines like United Airlines to gather valuable insights from various sources regarding how well flight attendants are serving passengers and adhering to company standards.

Customer feedback is critical as it reflects the passengers' experiences and perceptions during a flight. Positive comments or complaints provide direct insight into the service quality and areas for improvement. Peer reviews contribute another dimension by allowing flight attendants to evaluate each other based on their interactions and teamwork skills, fostering a collaborative and supportive environment among the crew. Management evaluations are also essential as they incorporate supervisory perspectives on performance, ensuring that flight attendants meet the airline’s operational and service expectations.

This multifaceted assessment approach ensures that evaluations are fair, balanced, and reflective of actual performance, rather than relying solely on one-dimensional metrics like tenure or automated systems that may not capture the nuances of customer service in the aviation industry.