| Airports |
| The New Way of Managing at American Airlines is to Threaten Agents with CR1 Write-Ups and Step Advisories. |
Agents across the system have been complaining of the constant daily
threat from CSM's of CR1 write-ups and Step Advisories. The threats are
coming every time a flight is late, a customer complaint letter arrives, a
plane isn't met on time, and FAA complaint arrives, or a flight delay is more
of these are being issued and many are, directly and indirectly because of
staffing shortages brought on by the cutbacks.
Both reservations and passenger service agents are saying that they have
seen an increase in CR1's and Step Advisories but they the threats of them
are even worse. Agents claim that supervisors are not offering them
alternative ways to conduct business or retraining agents in how to handle
their jobs more efficiently with fewer tools to their jobs. Of course,
recurrent training, if not required by the FAA, is the first thing to be cut
during downturns in the industry. Staff has been cut so drastically at
airports that many agents are working the majority of each flight alone or
with little help so we are responsible for more and more.
Closeout your last flight, meet the flight on the ground waiting within a
certain time frame, collect fees owed the airline, collect baggage charges,
monitor UM's and WCHR's, monitor carry on baggage rules per FAA, make
sure your area is secure, check ID's of those entering jet bridges, process
standby and NRSA passengers, complete upgrades, handle irate
passengers, and the list goes on and on.
On-time departures are what the passengers want until they are one of the
passengers on a late connection who is left behind in the name of "on-time
departure". We all understand that flights need to depart on-time, but we
also know that the very nature of our jobs at the airport at one time or
another will lead to a complaint. We are manned according to an almost
perfect operation, but we know that they are far and few between. Some
passengers left behind, forced to check a bag, not offered an upgrade
because someone else told them they were 1st on the list, or is told
although they missed a flight they're standby on the next 3 and confirmed
tomorrow, will be pissed. They'll take their frustrations out on the agent
standing at the gate because they are the only one around who represents
American Airlines and then they write a letter. We've all been there.
Now you have an agent trying to do all possible, while trying to quickly
handle an irate while remembering the last time they were threatened with
a write-up and worrying about all their duties for the next flight and FAA
rules they must follow. Every time they answer a question with NO the
customer gets madder and madder. Every time they tell someone they can
only take two bags on (because they're avoiding checked bag charges),
someone is going to be mad. So to make sure you're flight gets out on time
to avoid that write up, you tell the customer "NO" in a stern voice and you
get a letter anyway. You just can't win for losing.
Passenger Service Manager who has told an MOD who has told a CSM who
now tells the agent "fix the problem" or face the consequences. While the
agent with no help is at the gate working a flight and trying to "fix the
problem" to ensure the customer is taking care of, the CSM is now in the
back room writing a report to the MOD, telling them the message has been
delivered, who will then send a report to the Passenger Service Manager
who will send it to the Director who will send it to the vice president who
will send it to the senior vice president, and one person is left to handle the
150 on the plane and who is that person? The one and only Agent, for that
gate who No doubt a Senior Vice-President has told a Vice President who
has told a Director who has told a has been intimidated by the CSM who
was intimidated by the MOD who was, oh never mind, you know the rest.
Most of us have come to the conclusion that this is going to be the way we
will conduct business from here on in. So if we want to continue our
"career" at American Airlines we must figure out how to deal with
situations like these. Of course the first suggestion is to cover yourself by
documenting PNR's and incidents that happen. Keep documentation of
what happened, when it happened, what the outcome was, and who was
present. Although this is one additional task you don't really need to add to
your job, it will be the only way you'll remember when management comes
to you 3 months later with a bad letter.
If management calls you into their office to discuss a situation ask if the
discussion could eventually turn into a CR1 or other disciplinary action. If
so, you have the right to have a peer witness present. Don't speak or write
anything until your witness is present. In the case of union employees their
Stewards are trained to assist the person being called in and they can even
speak in the meetings. Unfortunately for non-union agents you may have a
witness of your choice present to take notes only, they are NOT allowed to
speak during the investigation or interrogation. DON'T think you can handle
it by yourself. If you don't have a witness it will be your word against theirs
and we know who wins in those situations.
Make sure you both take good notes including time lines and what was
said. Ask for copies of the letter or information that lead to the meeting. In
many cases recently non-union members are not being given copies of
anything. If this is the case ask for a copy of any statement you write, this
is your statement and you the right to a copy even if you have to write two
because they won't copy it. If you are a member of the APSA Local 6001,
call them immediately for advise after the meeting is over. If you are a
member of the Local now, we suggest you take another member with you.
Do not allow anyone to force you write information in a statement that isn't
true.
If you are going to grieve any disciplinary action you must adhere to the
rules set forth by the company for filing a grievance. Although the company
does not have to follow time lines in their own procedures, the agent must
or you could forfeit your grievance. If you a member of APSA Local 6001
contact us before filing any grievances for assistance. Ask for a copy of
the current grievance rules and be sure to follow all instructions.
Grievances that go as far as a hearing will be heard by a hearing
representative who is a former management member of American Airlines
and you can be assigned a representative that will assist you with your
hearing. Although some of the hearing officers do a great job some of
them are not unbiased purely because they are former high level
managers. Union represented employees with a union contract may have
their hearings conducted by a neutral third party arbitrator who is mutually
agreed upon by both the union and the company. We are not allowed this
option. Just one more good reason to have a union contract.
During the last union campaign agents were told that more unrepresented
agents win their grievances than union represented employees. This is
only true because more agents end up in hearings because there are so
many grey areas without a contract and fewer union represented
employees get to this point because their contracts spell things out.
We've all heard the term "local procedures". Most of those disappear with
a contract.
| Are Carry-On Bags Causing You Problems? |
Agents at DFW and other airports have said that they are
"rude" for enforcing carry-on baggage restrictions.
We contacted the FAA to clarify the rules for carry-on bags
and were told that each airline filed their carry on baggage
rules with the FAA for approval. Once approved the
airline's own restrictions must be adhered to. When the
F.A.A goes to the airport to monitor carry-on bags they are
there to ensure agents are following their airlines' policy.
We were told that the FAA inspector will write a report about
many. It is up to the inspector. Fortunately for the agents
the carrier is advised in advanced of the inspection dates
and American Airlines usually puts out a warning to the
agents.
If the inspector writes up an agent we all know the company
will follow up with a CR1 or a step advisory. If a customer
writes that you were "rude" for following the rules you will
also be written up. So you are in a no-win situation.
We recommend that you contact a Supervisor if a customer
is irate because you are enforcing the American Airlines
carry-on policy to avoid write ups by either the FAA or
management. The FAA was advised of the situation and
basically said it's up to the inspector watching the boarding
procedure.
Recently, Representative Dan Lipinski, D - IL3, Securing
Carry-On Bag Act introduced the Securing Cabin Baggage
Act, H.R.2870, which will standardize and clarify the
dimensions of carry-on baggage and personal items
brought onto aircraft. The bill also asks that the TSA enforce
the carry-on bag limits.
The standards proposed in this bill would dramatically
decrease the amounts of disruptions in the cabin, help
prevent delays in boarding and deplaning, and improve
safety on board the aircraft.
The bill has currently been referred to the Aviation
Sub-Committee in Washington, DC. We will keep you
advised of updates, especially when it will be necessary to
send messages to Congress to support the bill if and when
it is ready to go out for a vote.
Click on the green suitcase above to follow progress in
Washington.
"rude" for enforcing carry-on baggage restrictions.
We contacted the FAA to clarify the rules for carry-on bags
and were told that each airline filed their carry on baggage
rules with the FAA for approval. Once approved the
airline's own restrictions must be adhered to. When the
F.A.A goes to the airport to monitor carry-on bags they are
there to ensure agents are following their airlines' policy.
We were told that the FAA inspector will write a report about
many. It is up to the inspector. Fortunately for the agents
the carrier is advised in advanced of the inspection dates
and American Airlines usually puts out a warning to the
agents.
If the inspector writes up an agent we all know the company
will follow up with a CR1 or a step advisory. If a customer
writes that you were "rude" for following the rules you will
also be written up. So you are in a no-win situation.
We recommend that you contact a Supervisor if a customer
is irate because you are enforcing the American Airlines
carry-on policy to avoid write ups by either the FAA or
management. The FAA was advised of the situation and
basically said it's up to the inspector watching the boarding
procedure.
Recently, Representative Dan Lipinski, D - IL3, Securing
Carry-On Bag Act introduced the Securing Cabin Baggage
Act, H.R.2870, which will standardize and clarify the
dimensions of carry-on baggage and personal items
brought onto aircraft. The bill also asks that the TSA enforce
the carry-on bag limits.
The standards proposed in this bill would dramatically
decrease the amounts of disruptions in the cabin, help
prevent delays in boarding and deplaning, and improve
safety on board the aircraft.
The bill has currently been referred to the Aviation
Sub-Committee in Washington, DC. We will keep you
advised of updates, especially when it will be necessary to
send messages to Congress to support the bill if and when
it is ready to go out for a vote.
Click on the green suitcase above to follow progress in
Washington.
| An individual who assaults an air carrier employee who has security duties within the airport, or interferes with the performance of the duties of the employee or lessens the ability of the employee to perform those duties, shall be find, imprisoned for not more than 10 years, or both. If the individual used a dangerous weapon in committing the assault or interference, the individual may be imprisoned for any term of years or life imprisonment. |
| Federal Law Prohibits "Airport Rage" United States Code Title 49 Section 46503 |
| THIS LAW APPLIES TO AIRPORT AGENTS. American Airlines, American Eagle, and US Airways agents assisted the CWA in having this law passed in Congress. |
The union has recently heard from CSM's in the field,
anonymously of course, that our take on the major increase in
CR1's write-ups and step advisories has been correct.
Supervisors allegedly have had their jobs threatened if they do
not write up agents for every little thing, such as gate misses (no
matter how many seconds over 2 mins.), delays (even though
unavoidable), and carry on baggage, to name a few. They have
been forced to write up tiny infractions even for employees who
have never had a problem on the job.
It looks as though the only leg we'll have to stand on is with a
legally binding contract that allows for a fair grievance and
arbitration process. Keep letting us know what types of
write-ups you are receiving in the field.
Managers are handling grievances differently from station to
station. MIA Passenger Service manager feels that he doesn't
have to stick to grievance guidelines and has recently taken up
to 4 or 5 months to meet with agents over grievances, for
example. DFW Managing Director of passenger service has all
of a sudden come to the conclusion that CR1's write-ups are not
eligible for a grievance. It all depends on how the CR1 is written.
These are just 2 examples of many across the system.
Many agents are saying that they are finding CR1 entries in their
files that state the supervisor has had a conversation that never
took place or that what was discussed is not the same as what
was entered into the CR1. You have a LEGAL right to see your
personnel file. You must make an appointment with your
supervisor to inspect your file. We recommend that you do this
to be sure that information is accurate.
| UPDATE ON CR1 and STEP ADVISORIES. |
| UPDATE TO OUR CARRY ON BAGGAGE STORY. More reports of agents being written up for not placing ANY bags in the bag sizers at the gates have been sent to us. It is recommended that if you are assigned to the EGR during boarding that you select a handful of passengers and have them physically place their bags in the bag sizer. |
| Flight Attendants being pressured to board earlier and earlier. |
It has been reported that many stations are now forcing agents to board flights
40-45 minutes before departure on narrow body aircraft. In some cases the
agents have spoken to the flight attendants and have agreed upon a boarding
time and management then tells the flight attendants differently.
The Association of Profession Flight Attendants is aware of the situation and
they know that it is not the agents who are pressuring them but that it is
management. The APFA supports our union drive and we want to support
them as well.
If you run into this situation we recommend that you have a conversation with
the flight attendants and let them know that it is management who is
pressuring the agents, not the agents pressuring the flight attendants. In
addition ask your flight attendants to send a report to their union as they want to
keep track of this contract violation. We all know that when left to do our jobs
agents and flight attendants work well together. However, knowing that we are
the ones without representation can lead to anxiety and cause problems when
we have supervisors breathing down our backs.
Flight attendants have set boarding times in their contract that were negotiated
with the company and the company agreed to them. Instead of taking care of
the situations that are really affecting boarding times, like shortage of airport
agents, minimum crews on board, and a carry on baggage policy that the
company will not fully enforce, unless the FAA is around, they are trying to
"band-aid" everything instead of dealing with the real problems.
How is it that Southwest can board a full airplane in 20 minutes? Maybe
because they enforce their own rules in a consistent manner without worrying if
a passenger will be offended. Their passengers have come to realize that
traveling with them comes with rules that are consistently enforced, unlike
American Airlines who will not enforce their own rules for some passengers
and enforce them for others.
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Agents have advised us that some FIL entries are
showing a door opening time before the aircraft actually
lands at your station.
In one instance an agent showed a 2 min 47 second
door opening before the aircraft landed. When the aircraft
arrived they timed them self with a stopwatch and opened
the door in 2 min 15 seconds. When they returned to the
gate and checked the FIL, it showed 1 min 36 seconds.
When reported to a supervisor the agent was told not to
worry about it as they were monitoring the flight because
of other reported discrepancies.
Even though management is aware that there is AACARS
problems they are still writing agents up based on door
opening times posted in the FIL.
You may want to time your self periodically and match it
against your FIL when you return to the gate. If you have
encountered this at your station, pull hard copy proof of
the FIL, time yourself, note the time, and pull another copy
of the FIL after the plane has parked.
Always remember if you have to file a grievance the
burden of proof is up to you.
The most important thing to remember when moving jet
bridges and opening aircraft doors is SAFETY FIRST.
showing a door opening time before the aircraft actually
lands at your station.
In one instance an agent showed a 2 min 47 second
door opening before the aircraft landed. When the aircraft
arrived they timed them self with a stopwatch and opened
the door in 2 min 15 seconds. When they returned to the
gate and checked the FIL, it showed 1 min 36 seconds.
When reported to a supervisor the agent was told not to
worry about it as they were monitoring the flight because
of other reported discrepancies.
Even though management is aware that there is AACARS
problems they are still writing agents up based on door
opening times posted in the FIL.
You may want to time your self periodically and match it
against your FIL when you return to the gate. If you have
encountered this at your station, pull hard copy proof of
the FIL, time yourself, note the time, and pull another copy
of the FIL after the plane has parked.
Always remember if you have to file a grievance the
burden of proof is up to you.
The most important thing to remember when moving jet
bridges and opening aircraft doors is SAFETY FIRST.
| IMPORTANT UPDATE FOR THOSE WHO MAY HAVE CR1'S OR A STEP ADVISORY FOR A "GATE MISS" OVER 2 MINUTES. |
