American and Eagle Agents Know A Union Makes a Difference

Buoyed by Piedmont agents’ successful campaign to win a CWA voice, 12,000 passenger service agents at American Airlines and American Eagle are building support among their co-workers for CWA representation.

At American, big issues for the 9,300 gate, ticket and reservations agents are job security and a real grievance procedure that supports agents who are working at high-pressure jobs in a high-pressure industry.

American Eagle agents from Lawton (Oklahoma) Municipal Airport, and many others, say a union would resolve problems of favoritism and arbitrary treatment. Eagle agents want a fair process to settle grievances and disputes with management. Pictured are Royalin Melton, Christopher Ruiz, Elizabeth Abarca, and Darrin Carwright.

Agents report that customer complaints have risen dramatically recently, often in response to airline or Federal Aviation Administration rules that allow no deviation. But agents, the front line of customer service, remain the focus of complaints. In some cases, agents are told that three complaint letters, whether justified or not, could result in discipline including termination. The non-union agents have no right to a representative present during any disciplinary hearing.

“I support a union because I want someone on my side when I need it,” said Nancy Bevacqua, an agent in Columbus, Ohio. Carol Dotman, an agent in Raleigh, N.C., said “a union is a necessity for job security and fairness in enforcing policies and procedures.”

Reservations agents also want job security. Management says that reservations agents have location protection, except, that is, when they don’t. Reservations agents were told by management that, “if you meet the requirements of location protection, you will not be forced to relocate.” But the fine print says it all: “unless your city or department is closed or outsourced.”

When reservations operations in 10 cities, from Albany, N.Y., to Burbank, Calif., were outsourced, agents with “location protection” suffered wage and benefit cuts.

When three more res centers were closed, agents were furloughed, forced to move to another location, or forced to work from home with severe cuts in pay and benefits and the loss of their pensions. “We need a union for job security and to have a say in our futures,” says Regina Reed, a reservations agent in Dallas.

“There is always the threat of outsourcing,” says Randy Madden, an airport agent in Dallas-Ft. Worth. “Eight res offices have been closed and new home-based and reduced work week employees get few or no benefits.”

“It’s time to stop the ‘flavor of the day’ rules,” said Eva Solis, an airport agent in Los Angeles. “Management has the power to do what they want, how they want, anytime they want. We need our rules and procedures spelled out in black and white and in simple English. It is time for a contract! A union will give us the power to negotiate.”

At American Eagle, many agents, especially those at smaller stations, handle each flight from start to finish. “Depending on the station, we provide passenger service, ground services and cabin services work, including lavatory service and cleaning airplanes,” said Royalin Melton, an agent in Lawton, Ok.

A contract would eliminate the favoritism and unfairness of local procedures, and would give Eagle agents a way to settle disputes, she said. “I take pride in my work. I want a process that we all can participate in and vote on that won’t change unless we negotiate and approve any changes.”