As airlines recover and expand after the pandemic, they have increased their fleets, added new routes, and hired more cabin crew. However, this rapid growth has led to complaints from senior flight attendants about the behavior and professionalism of some newly hired colleagues. Concerns about declining standards have become a topic of discussion among crew members and passengers alike.
In a post from PYOK, a senior United Airlines flight attendant voiced disappointment about the work ethic and professionalism of some new hires. This frustration emerged after a passenger posted a complaint on Reddit about a recent United flight, claiming that crew members yelled profanities during the service. The senior flight attendant responded, stating, “These are the post-COVID symptoms of hiring people from the workers-release program.”
During the pandemic, many senior flight attendants accepted early retirement offers, fearing that the industry would not recover. As travel demand surged post-pandemic, airlines rushed to fill vacancies, often hiring inexperienced candidates. The veteran crew member criticized these hiring practices, saying, “Standards went out the window, 100%.”
Recruitment and Service Standards Under Scrutiny
The senior flight attendant claimed that some new hires lack basic etiquette, professionalism, and service skills. They added that many of these employees struggle to manage simple tasks without distractions, such as wearing AirPods during flights. “The new hires we’ve been getting the last few years are, for the most part, unanimously hated amongst the entire workgroup,” they said, noting that a significant number had limited prior work experience.
The issue is not unique to United Airlines. Delta Airlines, which previously maintained a highly selective hiring process, faced similar concerns during its large post-pandemic recruitment campaigns. Customers and veteran crew members at Delta have reported dissatisfaction with service standards among some new employees.
To address this, Delta recently tightened its recruitment process. The airline reportedly reminded applicants to maintain proper hygiene and cleanliness, including wearing “proper undergarments” and ensuring their fingernails are clean.
At United Airlines, these concerns may also stem from an unresolved labor dispute. The carrier and the Association of Flight Attendants (AFA-CWA) have been negotiating a new contract for more than three years. While flight attendants cannot legally take self-help actions until authorized by the National Mediation Board, many believe the prolonged negotiations have negatively impacted morale.
Challenges Across the Airline Sector
Concerns about service standards are not limited to U.S.-based carriers. Passengers and senior flight attendants have also raised issues about newly hired cabin crew at Gulf airlines such as Qatar Airways, known for their high service level standards.
In the Philippines, senior cabin crew have voiced similar frustrations. Common complaints include a lack of respect for seniority, viewing constructive criticism as bullying, and avoiding tasks they consider menial. While not all new hires fall into this category, the growing number of complaints has raised concerns about maintaining service quality.
Aspiring cabin crew must understand that the role is not just about free travel or glamour. It is a safety-critical job requiring professionalism, quick thinking, and continuous learning. Airlines also have a responsibility to ensure that their recruitment and training processes adequately prepare new hires for the challenges of the job.
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