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CWA Survey Shows Airline Agents Suffer High Rate of Ergonomic Injuries
A groundbreaking survey of airline passenger service agents nationwide, conducted recently by CWA, got a strong response and revealed a much higher than expected level of ergonomic and other job-related injuries.
“This is a chronic problem that no one has spoken about before, so we’re taking the lead,” said Rick Braswell, CWA’s airline coordinator. “We’re finding quite a resonance — quite a heartening response to our effort from employees in the airline industry.”
The survey was distributed by members of US Airways locals at airports and airline reservations centers around the country. It followed up on a poll among US Airways workers that also showed a high injury rate.
More than 2,500 passenger service employees at most of the country’s major airlines returned the surveys. A majority of them reported health problems associated with repetitive motion or cumulative trauma — years of straining to reach keypads at poorly designed computer stations, for instance, or careers moving heavy luggage from ticket counters to conveyer belts.
A startling number, 31 percent, reported being medically diagnosed with repetitive motion illnesses. The National Institute of Occupational Safety and Health, the scientific arm of OSHA, says RMI disorders reach “catastrophic” levels when 6 percent or more of a group is affected.
Among reservations agents, who spend all day at computer terminals, 33 percent said they have suffered loss of strength in their arms and hands and 30 percent said they had experienced a loss of feeling in their fingers or wrists at work.
Nearly half of airport customer service agents, who stand at computer terminals all day, move luggage and often must lift disabled passengers in and out of wheelchairs, reported back pain. More than 40 percent reported leg pain.
CWA wants airlines to provide adjustable, ergonomic workstations for reservations agents including ergonomic chairs and stools, as well as firm, cushioned floor mats for airport agents — standard equipment at many European airports.
Further, when airports are built or remodeled, CWA says conveyer belt systems should be designed so that agents can simply roll bags instead of lifting them. And agents should have help when lifting wheelchair passengers.
CWA also supports a NIOSH recommendation that individual agents not be required to lift bags or boxes exceeding 51 pounds. The current limit is 70 pounds.
To reach those goals, CWA is launching a five-pronged campaign, including presenting the findings and recommendations to U.S. Labor Secretary Elaine Chao. CWA will urge Chao to act on the remedies suggested and conduct a federal study into passenger service agents’ workplace health and safety.
Meanwhile, the union will conduct a nationwide media campaign, and will work with passenger service employees who are pursuing legal or regulatory cases in state or federal courts involving ergonomic workplace issues.
CWA also plans a “Blue Ribbon” task force nationally, comprising passenger service agents and representatives of employee groups, airline management, government, airport construction companies and equipment manufacturers, to improve workplace design and develop a standard for ergonomic conveyer belt systems.
The survey data will be made available to any passenger service group or union that is negotiating with management to improve workplace health and safety. CWA is currently in discussions with US Airways, where it represents 10,000 passenger service workers.
“We represent one group of passenger service agents, but we intend to set the pace in the industry,” Braswell said. “We’re going to bring these issues out and find remedies. In that way, we’re going to be the organization for all passenger service employees, and this survey is a big step in that direction.”
“This is a chronic problem that no one has spoken about before, so we’re taking the lead,” said Rick Braswell, CWA’s airline coordinator. “We’re finding quite a resonance — quite a heartening response to our effort from employees in the airline industry.”
The survey was distributed by members of US Airways locals at airports and airline reservations centers around the country. It followed up on a poll among US Airways workers that also showed a high injury rate.
More than 2,500 passenger service employees at most of the country’s major airlines returned the surveys. A majority of them reported health problems associated with repetitive motion or cumulative trauma — years of straining to reach keypads at poorly designed computer stations, for instance, or careers moving heavy luggage from ticket counters to conveyer belts.
A startling number, 31 percent, reported being medically diagnosed with repetitive motion illnesses. The National Institute of Occupational Safety and Health, the scientific arm of OSHA, says RMI disorders reach “catastrophic” levels when 6 percent or more of a group is affected.
Among reservations agents, who spend all day at computer terminals, 33 percent said they have suffered loss of strength in their arms and hands and 30 percent said they had experienced a loss of feeling in their fingers or wrists at work.
Nearly half of airport customer service agents, who stand at computer terminals all day, move luggage and often must lift disabled passengers in and out of wheelchairs, reported back pain. More than 40 percent reported leg pain.
CWA wants airlines to provide adjustable, ergonomic workstations for reservations agents including ergonomic chairs and stools, as well as firm, cushioned floor mats for airport agents — standard equipment at many European airports.
Further, when airports are built or remodeled, CWA says conveyer belt systems should be designed so that agents can simply roll bags instead of lifting them. And agents should have help when lifting wheelchair passengers.
CWA also supports a NIOSH recommendation that individual agents not be required to lift bags or boxes exceeding 51 pounds. The current limit is 70 pounds.
To reach those goals, CWA is launching a five-pronged campaign, including presenting the findings and recommendations to U.S. Labor Secretary Elaine Chao. CWA will urge Chao to act on the remedies suggested and conduct a federal study into passenger service agents’ workplace health and safety.
Meanwhile, the union will conduct a nationwide media campaign, and will work with passenger service employees who are pursuing legal or regulatory cases in state or federal courts involving ergonomic workplace issues.
CWA also plans a “Blue Ribbon” task force nationally, comprising passenger service agents and representatives of employee groups, airline management, government, airport construction companies and equipment manufacturers, to improve workplace design and develop a standard for ergonomic conveyer belt systems.
The survey data will be made available to any passenger service group or union that is negotiating with management to improve workplace health and safety. CWA is currently in discussions with US Airways, where it represents 10,000 passenger service workers.
“We represent one group of passenger service agents, but we intend to set the pace in the industry,” Braswell said. “We’re going to bring these issues out and find remedies. In that way, we’re going to be the organization for all passenger service employees, and this survey is a big step in that direction.”