Sep 10, 2010

"Doing the right thing moves us forward"

[10.27.06] -- The supervisorTrak Survey grades have been removed. When the survey went up on the debut of AFALAX.org in December 2005, our goal was to achieve accountability for supervisors at LAXSW. The resulting effects were positive and constructive, and we were able to realize our efforts for a domicile with qualified, professional and respectful staff.

If you encounter any unprofessionalism by a supervisor, and observe a lack of adherence to the basic supervisory role as outlined in the WHQ Human Resources description below - you must notify us immediately. Remember to take concise notes of any adverse interaction for future reporting to the AFA Office. Your involvement and reporting is critical to ensuring accountability for each employee's right to a workplace that is supportive, positive, free from retaliation, and respectful. Some F/As fear retribution from supervisors, and we ask you to review the "Code Of Business Conduct" completely.

Thank you to all the LAX-based F/As who consistently reported problems and issues to us since our website's debut in December of 2005. The tools and information provided on our website are the culmination of many hours of dedication to our profession, and we wouldn't have been able to achieve this without each of you. Please continue to remain involved and informed.

In Solidarity,

AFALAX.org

"If you focus on your co-workers, on the employees, they'll take care of your customers....and if you've got a good business plan working for the employees and the customers, it'll work for the shareholders. That's always been our approach." -- Larry Kellner, Continental Airlines CEO, December 2006

 Click HERE for Supervisor Contact & Information.
 Click HERE for Supervisor Welcome Page (from January 2006).
 

"..find ways to continuously improve our service to customers, our working environment, and our financial performance."

"In the past, I've talked to you about the importance of listening and how listening to each other provides the basis for us to make good decisions and to find ways to continuously improve our service to customers, our working environment, and our financial performance." -- Charlie Ahmes, January 12, 2007 Onboard Division Message

"We will be recognized as the world's leading airline for customers, employees and investors"

"We will be recognized as the world's leading airline for customers, employees and investors" -- UAL CEO Glenn Tilton, 2006 "Investor Day" Presentation

"I have the utmost respect for our F/As, and for the great work of our employees throughout the division."

"As many of you know, my first job in Onboard was as a crew scheduler, and since then, I have worked in most areas of our division. I feel privileged to be part of this great organization and I'm looking forward to carrying out the work that others have begun. It is critical for our company's success that we continue our work to improve the customer experience. The time I‘ve spent in Onboard taught me that there is no limit to what we can accomplish when we work together. In order to successfully operate as a team, we must keep the lines of communication open with all employees across our division. I will do that by visiting our domiciles to hear from our front line employees. We will continue to work collaboratively with the leadership of the AFA. I have the utmost respect for our flight attendants, and for the great work of our employees throughout the division." - Charlie Ahmes, VP – Onboard Service, August 22, 2006

"We are making investments and changes to create an environment that works for you as well as our customers."

“As flight attendants, you are the most important link to our customers. More than any other employee group, you have the opportunity to shape our customers' perception of their travel experience. You contribute to our success by delivering thoughtful and attentive service that our loyal customers have come to expect. That's why I am pleased to have the opportunity to lead the Onboard Service division. I am excited about what we can achieve on behalf of our customers, ourselves and the company. I recognize the challenges that we have had in delivering the type of experiences our customers expect, but we are making investments and changes to create an environment that works for you as well as our customers. Thank you for all the work that you do on behalf of United and our customers” - Sean Donohue, Senior VP – Onboard Service, July 7, 2006

"(They) earned the respect and gratitude of customers on the flight"

Hello, this is Jane Allen (Senior VP, Onboard) with an Update for Friday, May 12, 2006. Each and every day, I know there are flight attendants onboard our aircraft who do extraordinary things on behalf of our customers. That's why it is so gratifying when I have of specific incidents that I can share with everyone in my weekly update, and in other conversations I have throughout the company. On Sunday, May 7, flight 921, traveling from LHR to IAD, experienced an electrical problem that caused smoke in the cockpit. The captain made the decision to divert to Bagotville Air Force Base, near Quebec. Purser John Brakband and the rest of the seven-member crew sprang into action to prepare for an emergency landing. Not only did they handle this emergency situation in a professional manner that helped ensure a safe result for everyone, but they did so in a way that earned the respect and gratitude of customers on the flight. Shortly after the incident, we received a note from Mr. Glen Bruels, a long time United customer, who took time to thank the crew for the manner in which they handled the situation: “…the purser (John)… was the picture of confidence and competence during the crisis. In addition to managing the process… he took the time to calm my wife who was beginning to panic. I think I can safely say that the passengers were as well prepared as physically possible in the event that we had to evacuate the plane.” But John and his crew weren't finished demonstrating their care and concern for the customers. Once on the ground, they continued to see to the needs of our customers in all respects, including making sure that those without coats took blankets to keep themselves warm as they moved from the aircraft to the Canadian Air Force facility. These extraordinary professionals remained with the customers for the next ten hours while waiting for another aircraft to take them to their destination. They answered questions and exchanged stories to help pass the time and lift everyone's spirits. When they finally arrived in Dulles, many customers stopped to shake hands with the flight attendants and express their heartfelt thanks for the exceptional care they received. Mr. Bruels noted, “While you often hear about the unhappy moments of service, this is clearly one that will always stay with me as a shining example of customer service and a well-run company.” This example illustrates how our flight attendants can make a difference. On a flight that most certainly did not go as planned, the performance of our people made it a positive experience for customers! I want to extend my thanks to Purser John Brakband and other London-based crew members Tom Donnellan, Maria Hooles, Sue Easton, Lucy Carrington, Leslie Hunter, Elaine Langham and Flo Bond. We appreciate you, and, clearly, our customers do, too. Just this morning, I received a note from Katie Larson, a United Key Account Manager. One of her accounts is Harman International, which generates $2 million in annual revenue for United. Katie wrote to express her thanks to the crew on flight 942 traveling from Chicago to Paris on May 8. An executive from Harman, Sally Abella, was on that flight, and Katie said the impact the crew had on the customer was “stunning and memorable.” Katie forward a note from Ms. Abella that said: “Before take off, the head flight attendant came to my seat and introduced herself and thanked me for the business that Harman brings to United. After we hit cruising altitude, the First Officer came to my seat and presented me with a UA history hardcover book called "The Age of Flight". The inside cover was signed with a note reading ‘Ms. Abella, thank you for your business! We really appreciate it. Hope you enjoy your trip in Paris .' The book was signed by the captain and two First Officers on the flight.” The timing couldn't have been better. In addition to making a Global Services customer feel respected and rewarded for flying with us, this experience could have an impact on Harman Industries staying with United since we are currently in contract renewal negotiations with them. In addition, Ms. Abella is active in the National Business Travelers Association – a good person to have as an advocate for the United customer experience! As Key Account Manager, Katie enthusiastically expressed her thank you to the crew for providing this experience. I would like to add my thank you as well to the O'Hare based crew: Purser Bente Palmer and flight attendants Eva Makitalo, Gro Holm, Cathleen Brown, Sue Deeks, Olympia Grimaldi, Paul Antuna, Alice Pearson, and Michael Ginn. It is always one of my greatest pleasures to be able to recognize the good work that you do. I know these two experiences are representative of your excellent skills and professionalism over many flights. Each of you truly has the ability to make a positive, personal impact on our customers. When you ensure our customers' safety and deliver a warm, courteous and attentive service experience, you have the power to keep customers loyal to United Air Lines. Once again, thanks for everything that you do.

"Leading, Motivating, Helping F/As To Be Successful"

December 19, 2005 -- "The first priority of our domicile management teams, and supervisors in particular, is to help flight attendants be successful in their job. Leading, instructing, motivating, training and otherwise helping our flight attendants perform all aspects of their duties, including adherence to company regulations, is the primary role of our supervisors. They set clear expectations and manage to them. Part of this process may involve corrective or disciplinary actions for a small percentage of our flight attendants." -- Peter Kain, WHQ Labor Relations Vice President

"The Industry's Best, Outstanding Care"

December 19, 2005 -- "We are fortunate at United to have many of the industry's best flight attendants. They take outstanding care of our customers. They are skilled and prepared to ensure our customers' safety. And they are largely dependable and reliable in a manner that enables our operations to run smoothly." -- Lisbeth Lee Mack, Managing Director - Field Support, Health & Safety, Onboard Service

"Great Job, Collective Efforts, Important Part Of This Airline"

“..our success is, and will continue to be, the result of our collective efforts. Everyone has a role in our success. You, and the rest of your fellow flight attendants, are in one of the best positions in the company to truly "touch" our customers and make their travel experience on United a memorable one.”   “I sent a letter to each of you this week expressing my thanks for the great job that you have done as a group in 2005.  You truly are an important part of this airline… we should take pride in our accomplishments and acknowledge our success.”   -- Jane Allen, Senior VP, Onboard Services

"A New Beginning - A New Attitude"

January 20, 2006 – “As Judge Wedoff said right before signing the order approving our Plan or Reorganization, today’s outcome is the product of hard work, creative thinking and a willingness to compromise.  And he added that bankruptcy is "an entirely appropriate way to set out on a new beginning." "I know how difficult the last three years have been for all of your personally, and I want to take the opportunity on the call today to thank you for all the work that you've done for our company." -- Glenn Tilton, CEO, United Airlines

"A New Year Brings New Beginnings"

January 9, 2006 -- "A new year brings new beginnings. I want to take a moment to thank each and every one of you for your hard work, dedication, professionalism and teamwork in 2005...You did a great job, and I want to say, thank you. Now, we're turning the page and are embarking on an exciting and promising new year." "As I know from the many letters I receive each week, you truly make a difference with our customers.  I look forward to working with you to realize our success in the year to come." -- Jane Allen, Senior VP - Onboard Service

"Thank You For Your Continued Commitment"

January 25, 2006 -- "I want to thank you for your continued commitment to our company, to your fellow employees, and to our customers.  The work performed by the members of our team is diverse and each individual plays an important role in our collective success.  Working together, we will continue to meet the challenges of this enormously complex and competitive business.  Thank you for all that you do every day to make our company a success." -- Jane Allen, Senior VP - Onboard Service

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