A Tailored Approach to Employee Satisfaction

United Airlines recently took an exciting step forward by introducing a new uniform program for its pilots and flight attendants. To ensure a smooth transition and prioritize employee comfort, the airline hosted fitting events at major airport locations nationwide. These events allowed staff to try on the new uniform pieces and confirm their sizes, creating a personalized experience that emphasized proper fit and functionality.

Streamlined Staffing Across 13 Key Markets

The uniform fitting events were meticulously planned and executed across 13 markets, including Newark, NJ; Tampa, FL; Orlando, FL; Houston, TX; Chicago, IL; Denver, CO; Dulles/Washington DC; San Francisco, CA; Boston, MA; Las Vegas, NV; Cleveland, OH; Los Angeles, CA; and Denver FTC, CO. Each market featured a team of 7 to 13 Brand Ambassadors, who played crucial roles in delivering exceptional service.

Brand Ambassadors were divided into specialized roles:

• Garment Attendants: These professionals provided white-glove service in the fitting rooms, managing appointments, pre-selecting sizes, and ensuring the rooms were clean and reset between appointments.
• Registration Staff: Responsible for efficient check-ins and check-outs using the BWT registration tool, ensuring seamless participant flow.

Staff rotated through duties to maintain high energy and efficiency. Additional responsibilities included light setup, breakdown, and cleanup, all executed with a focus on customer service. Comprehensive training equipped the team with the tools needed to uphold United Airlines’ standards.

Here’s how we delivered:

• Lightning-fast staffing: we provided 500 W2 staff members in less than 2 weeks, showcasing our ability to mobilize quickly and effectively.

• Nationwide reach: Our team covered 13 markets across the United States, from Newark to San Francisco, ensuring coast-to-coast coverage.

• Tailored staffing solutions: Each market was equipped with 7-13 brand ambassadors, including lead BAs, to handle various roles from garment attendance to registration.

• Extended program duration: The program ran successfully from August 12 to October 31, with our longest engagement lasting 43 days in Newark.

• High-volume service: Our team managed fitting events for thousands of United Airlines employees, ensuring each pilot and flight attendant received personalized attention.

• Versatile skill set: Our staff rotated through multiple duties, from providing white-glove fitting room service to managing check-ins and check-outs using specialized tools.

• Adaptable scheduling: We accommodated varying needs across markets, with programs ranging from 5 days in Boston to over a month in major hubs.

The program’s success was evident in its ability to accommodate a diverse range of schedules and locations while maintaining consistent service quality. Brand Ambassadors excelled in assisting with garment fittings, registration, and logistical support, ensuring a seamless experience for United Airlines employees.