[ghaff]

>But the real difference is in their cabin attendants. x10 better.

At least some of which is for reasons that, properly, wouldn't fly in the US. They hire young, attractive, college-educated women who are enjoying flying the world for a few years before they settle down and get married. And who are not expected to stay on once they've enjoyed those few years.

[GVIrish]

I'm sure that's some of it, but I suspect the bigger factor is that some of the other international carriers put a bigger emphasis on customer service. I don't thing being young, college-educated, or female matters nearly as much as working for an organization that prides itself on customer service.

[ghaff]

That's certainly fair. Although it's probably easier to implement that emphasis on customer service with young, enthusiastic people as opposed to a 25-year veteran who has been through various downsizings and contract disputes.

[pcurve]

You're probably right about that. That happens at any office work place settings too. Difference here is, you are in a customer-facing job, where your attentiveness and face you put on impacts customer satisfaction. If you can't keep customers happy as well as a 25-year old, then you don't belong in the cabin.

Look, I don't blame the front-line workers for any of this. This is almost all management's fault. Look at Southwest. Their attendants are better trained, more motivated, and are happier.

Better work environment and management are important, but they're paid 25% more than other airlines. SW will attract better talent and retain them. I'm sure other airlines wouldn't mind having SW style employees. But their management is not willing to pay for it.

[GVIrish]

Yeah I think a big component of the poor customer service with United is being beat down over years of cost-cutting. I've seen firsthand how they've drastically cut down the number of gate agents which leaves almost a skeleton crew to deal with customers. In that environment I'm sure it's hard for someone to be chipper and helpful.

[pcurve]

Doesn't hurt, but as per below comment, they are just much better trained to provide attentive and friendly service.

When I was waiting at impeccably maintained Osaka Kansai airport, I saw a flight attendant pickup small gum wrapper on floor that somebody else left behind. It's completely different mentality.