From my experience any feedback/compliments either from customers or on board manager is passed on with a copy to the relevant crew member and a copy also goes onto their personal file, and yes it is greatly apreciated and rewarding. Are you aware of our "Excell" program? It allows customers/crew to nominate a particular crew member (or entire crew) for an award for an exceptional service experience which would usually exceed the set standard. Nominations are looked at and winners chosen every few months. You can identify previous winners from a badge on their jackets.