United Airlines’ New Employee Bonuses Factor in Customer Satisfaction
Photo Credit: United Airlines front-line workers will have a chance to win as much bonus money as before. But the metrics for the internal program are changing. United Airlines
Skift Take
At most companies, changes in employee bonuses don't resonate much beyond corporate headquarters. But airlines are different, and United Airlines created a global public relations saga in March when it decided to alter how it allotted extra money to employees. It's not a surprise the airline walked it back.
United Airlines has revamped its employee bonus program to ensure all workers still will benefit when the airline hits key operational and customer service goals. The move comes roughly nine months after president Scott Kirby angered workers when he sought to swap the scheme for a lottery that would reward some workers with lavish prizes but shut out everyone else.
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.
"Based on employee feedback, we’re keeping the structure of the program the same but simplifying to focus on just two key metrics," Kate Gebo, United's executive vice president of human resource
