Excerpt from "In Detail" publication:

Experience the path that will launch approximately 2,000 new flight attendants from the classroom to the sky. From CHISW to the final training flight, United’s seven-week educational program is designed to prepare new hires for today’s challenges beginning day one of service.

Let the Journey Begin…

Today, the first two classes of flight attendant trainees will enter the seven-week training program at “CHISW” in the training center. Cabin trainers and onboard equipment have been refurbished to reflect changes inside the aircraft since 2000, so that new flight attendants are well prepared when they graduate and join their flying partners.

In the classroom…

Although trainees will experience many elements of the program you remember, such as core safety courses approved by the Federal Aviation Administration (FAA), there are important differences, including a greater emphasis on how flight attendants can and should impact the company’s performance. As you know, understanding the part we play in the business is essential to staying competitive in a challenging industry. Trainees will learn how we set and measure our reliability, financial and customer service goals, and how doing our jobs exceedingly well will help us deliver the kind of performance our customers want, investors expect and that benefits employees by creating a sustainable business.

Trainees will be encouraged to focus beyond tasks. They will be taught to apply and adapt their already strong customer service mindset and people skills to airline situations. This means not only following standard procedures on every flight, but also putting themselves in our customers’ shoes and making them feel warm and welcomed. They will learn that as a United flight attendant, we not only strive to provide a service, but an experience that will have customers returning to United.

Also new to the program are classes in nutrition and fitness that will teach a broad approach and perspective to health and wellness. Trainees will learn how staying healthy contributes to their safety, customer service and the company’s financial performance.

On the plane…

Trainees will be able to observe you at your best during three observation flights. We encourage you to talk to the trainees about the job and let them practice some of the skills they’ve learned. So you know where they are in their training, new hires will have a card listing what they have covered so far in training.

A supervisor from the training program will be present on a fourth flight, where trainees will conduct the activities of a crewmember and be evaluated on customer service and safety duties.

While it’s important that trainees see what they’ve learned put into practice, you are not being asked to train them or evaluate their performance. Simply follow what you were trained to do, and you’ll serve as an excellent role model to the new class.

Online…

Much of the training utilizes technology to appeal to new ways of learning and processing information. Certain parts of the training are SkyNet-based. Trainees can access class schedules via computer stations located in the training center. The wireless internet access will allow trainees with personal laptops to stay connected.

Three heads are better than one

The training team includes domicile supervisors, special assignment flight attendants as well as external instructors. All three groups bring complementary skills and expertise to their roles, each other and to the students.

Supervisors were selected from a variety of domiciles throughout the system and will instruct and assess trainees’ performance during the program. External instructors will add a high level of facilitation experience. Special assignment flight attendants will teach the FAOM and role model service procedures, technical skills and aircraft familiarization.