| 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.
| 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. |
| 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. |
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Whenever an agent overrides a fare, fare rules, advance ticketing, or
does an upgrade without an add/collect or "stickers", the PNR is
queued to auditors and/or the corporate security department. If the
person traveling has the same last name as you or is someone who is
on your travel list as a D2 or D3, you can expect to be called into an
investigation.
In the past year there have been an increasing number of employees
fired from their jobs for making changes to reservations for
passengers who are also listed on the employee's D2/D3 travel list.
When you complete an SAI in SABRE, like the Waivers and Favors SAI,
you are electronically signing a document that says you won't do
anything the SAI says you can't do.
Even in the case of weather re-routes, emergencies, and other factors
that lead you to believe you can make changes to a reservation, if this
person is someone you know or they are on your non-rev travel list,
corporate security and HR may consider this a "Waiver or Favor".
Here are some of the ways you can be sure that you do NOT get called
into an office for an "investigation" in ticketing irregularities:
1. If a D3 or D2 is going to make full fare reservations, insist they do it
on-line or by telephone with reservations. Once reservations are
made, DO NOT make ANY changes under your sign in the reservation.
2. If a registered traveler is going to have to buy a ticket for any reason,
have them purchase the ticket on another carrier. If they purchase a
ticket on American, be sure that you or someone else at your station
DOES NOT make ANY changes to the PNR or waive ANY fees.
3. DO NOT CHANGE any records for ANY reason for ANY passenger
who is on your travel list.
Pass this along to your fellow agents. Although agents have the right to
reroute and change reservations when customers are inconvenienced
due to mechanical or weather delays, if you know this person it may
come back to bite you. Play it safe !! We will not have unbiased
grievance procedures in place until we have a voice on the job.
does an upgrade without an add/collect or "stickers", the PNR is
queued to auditors and/or the corporate security department. If the
person traveling has the same last name as you or is someone who is
on your travel list as a D2 or D3, you can expect to be called into an
investigation.
In the past year there have been an increasing number of employees
fired from their jobs for making changes to reservations for
passengers who are also listed on the employee's D2/D3 travel list.
When you complete an SAI in SABRE, like the Waivers and Favors SAI,
you are electronically signing a document that says you won't do
anything the SAI says you can't do.
Even in the case of weather re-routes, emergencies, and other factors
that lead you to believe you can make changes to a reservation, if this
person is someone you know or they are on your non-rev travel list,
corporate security and HR may consider this a "Waiver or Favor".
Here are some of the ways you can be sure that you do NOT get called
into an office for an "investigation" in ticketing irregularities:
1. If a D3 or D2 is going to make full fare reservations, insist they do it
on-line or by telephone with reservations. Once reservations are
made, DO NOT make ANY changes under your sign in the reservation.
2. If a registered traveler is going to have to buy a ticket for any reason,
have them purchase the ticket on another carrier. If they purchase a
ticket on American, be sure that you or someone else at your station
DOES NOT make ANY changes to the PNR or waive ANY fees.
3. DO NOT CHANGE any records for ANY reason for ANY passenger
who is on your travel list.
Pass this along to your fellow agents. Although agents have the right to
reroute and change reservations when customers are inconvenienced
due to mechanical or weather delays, if you know this person it may
come back to bite you. Play it safe !! We will not have unbiased
grievance procedures in place until we have a voice on the job.
| WAIVERS and FAVORS Non-Rev Travel List Do you have D3's and D2's on your travel list who sometimes purchase regular tickets on American Airlines? If so, read this important message !! |
Since the merger of American Airlines and TWA our agent workforce has shrunk over 50%. We are the customers first point of contact. We sell the seats, upgrades, Admirals Club memberships, collect baggage and ticketing fees, and assist our customers during normal and off scheduled operations, yet we are the ONLY front line group at American Airlines without a contract or a voice on the job. Although we are responsible for the revenues that keep the company going, we have lost the largest percentage of employees than any other work group at American Airlines. We have lost jobs to automation and outsourcing, at both the airports and reservations. We have no contractual protections, like agents at many of our competitors, that preserve jobs and offer retraining for the jobs that go along with new technology and automation. We are the only front line group at American Airlines without a voice on the job. We are responsible for more and more duties at every turn. Agents at airports are working flights alone and dealing with long lines every day. Airport agents are reporting that customer service is suffering tremendously because there are not enough agents to handle the amount of customers who are flying, especially during off scheduled operations. Taking a delay to complete ones duties safely, or getting a bad letter for collecting fees or making a customer adhere to carry on baggage rules are resulting in disciplinary action across the system. When this happens we don't have a non-bias means of dealing with grievances like the represented employees in every other work group. Eight reservations offices have closed since our last union election. Agents with "job protection" and "location protection" have been forced to move or have been offered home based jobs only to find that even with 30 years seniority these jobs come with the new pay and benefits or lack of. Reservations offices have cut their hours because more and more customers are booking on-line. We have no contractual protections, like some other airlines, that limit the number of home based low pay, minimal benefit jobs. Without a union the company doesn't have to honor seniority for shifts and vacations. Home Based workers and RWR employees in reservations may never see a raise in pay and benefits without a contract. They already have no set years to reach maximum pay Close to 20% of our jobs in reservations now fall under these categories. As this number increases it could make it harder to organize a union. The most notable problem with our jobs is the fact that we don't have a collective voice. A voice that would result in a legally binding contract that we ourselves would negotiate, with the company and vote on as a group. Delta management, in a recent newspaper story, boasted about how well bankruptcy has worked for them. If American, like the rest of the major carriers have already done, ever files for bankruptcy protection we wouldn't have representation in court without a union. Unions can work just as well in bad times as they can in good times. Agents at unionized airlines have been able to negotiate concessions with the guarantees that some or most of what they gave up will be returned. A collective voice also ensures that we are part of the process and we vote on what works best for the majority of us as a whole. Focus groups, EAC, and AAB are good things, but they certainly aren't platforms for us to negotiate pay, benefits, and wages collectively, in the form of a legally binding contract. Work rules, pay, and benefits can be changed without discussion or negotiating until we have union representation. |
| What's Happening to Our Jobs? |
You have the right to a witness if you are meeting
with a management member to discuss anything
that could possibly end up leading to disciplinary
action. ALWAYS take a witness with you.
with a management member to discuss anything
that could possibly end up leading to disciplinary
action. ALWAYS take a witness with you.
N*DFW SUMMER EXTENSIONS lists dates that Part Time Extensions will be
mandatory for DFW airport agents. June 25th-July 12th and July 31st-August
13th are two periods, so far, that part-time employees will be extended to
full-time hours.
We have been bombarded by questions from agents asking if the company can
do this. The answer is, Yes they can do what they want if you have no union
contract that legally binds the company to rules pertaining to any job conditions.
Overtime and part-time extensions are job conditions.
DFW has allegedly exhausted the full-time transfer list and is now forcing
part-timers to work full time. Exceptions will made if you plead your case to the
right management person on a case by case basis. This is just one more
example of how seniority is ignored by forcing "everyone" to PTE instead of the
number actually needed to run the operation. A union contract would force
management to come up with a plan that actually covers the operation instead of
always having to make "emergency" contingency plans. Favoritism and local
procedures will certainly come into play and one can most likely expect different
answers from different MOD's when pleading their case.
How mandatory overtime is dealt with is a contractual condition in a union
contract. With almost 70% of airport employees being part-time there is no
incentive for agents to transfer to full-time because they can hold better hours as
a part time agent. This reduces overtime for full-time agents, and of course PTE
will not be forced on your Holiday to keep costs down.
The best way to deal with the situation is to get involved, help us get to an
election to finally have a voice on the job.
mandatory for DFW airport agents. June 25th-July 12th and July 31st-August
13th are two periods, so far, that part-time employees will be extended to
full-time hours.
We have been bombarded by questions from agents asking if the company can
do this. The answer is, Yes they can do what they want if you have no union
contract that legally binds the company to rules pertaining to any job conditions.
Overtime and part-time extensions are job conditions.
DFW has allegedly exhausted the full-time transfer list and is now forcing
part-timers to work full time. Exceptions will made if you plead your case to the
right management person on a case by case basis. This is just one more
example of how seniority is ignored by forcing "everyone" to PTE instead of the
number actually needed to run the operation. A union contract would force
management to come up with a plan that actually covers the operation instead of
always having to make "emergency" contingency plans. Favoritism and local
procedures will certainly come into play and one can most likely expect different
answers from different MOD's when pleading their case.
How mandatory overtime is dealt with is a contractual condition in a union
contract. With almost 70% of airport employees being part-time there is no
incentive for agents to transfer to full-time because they can hold better hours as
a part time agent. This reduces overtime for full-time agents, and of course PTE
will not be forced on your Holiday to keep costs down.
The best way to deal with the situation is to get involved, help us get to an
election to finally have a voice on the job.
| Agents at DFW Airport Furious Over Mandatory Summer PTE |
The MANDATORY part-time summer extensions
have been cancelled. Within 5 days of forcing
mandatory PTE for the summer, management
has decided to ask for volunteers instead of
forcing all part-timers to work PTE. Could this
be part of management's union avoidance plan?
have been cancelled. Within 5 days of forcing
mandatory PTE for the summer, management
has decided to ask for volunteers instead of
forcing all part-timers to work PTE. Could this
be part of management's union avoidance plan?
| Continental Tries Out Self-Boarding By ARTHUR BOVINO New York Times, Aug 5, 2010 |
| If you thought airports were short staffed before, click on the above story to read about Continental Airlines' testing of agent free boarding. |