Case History – United Airlines Flight Attendant Spanish Course
United Airlines; Chicago, USA
Contact:
Michelle Wood, Manager of Employee Support
Business Type:
International Airline in USA.
Previous Training Program:
None – new program developed in conjunction with South American expansion.
Client Objective:
The cabin crews to South America destinations had to learn sufficient Spanish to provide customers with culturally appropriate service, proper response to emergencies, and required safety announcements in Spanish. Objectives were to:
- Increase overall satisfaction of customers flying into targeted South America destinations
- Increase proper response to emergency situations
- Increase correct pronunciation of standard cabin announcements
- Increase response time to customer requests.
System Implemented:
ICAL conducted a pilot class for 14 flight attendants in Spanish for cabin crews.
Accomplishments:
The 14 students increased from an average pre-test score of 29 to an average post-test score of 178 (the average increase in proficiency was over 600%) in the 3 week pilot (to see scores, click here ). The following are Kirkpatrick measurement accomplishments:
Satisfaction:
- 100% course attendance
- Full participation in class
- Increased positive passenger comments
Knowledge:
- Increased proficiency skills
- Increased cabin crew skills
- Increased cultural skills
Application:
- Increased satisfaction ratings
- Decreased complaints
- Increased passenger loads
- Decreased cabin crew mistakes
Return on Investment:
- Increased customer referrals
- Increased return customers
- Improved productivity
- Increased profitability
- Course investment: $25,000 for 14 students, in one 90 hour, 3-week course.
- Additional Revenues attributed to the employees taking the course: $65,000 over 12 months
- Return on Investment: 260% over 12 months.
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