More than half of customer-service agents reported threats or other harmful action by airline customers in the past year, says the Government Accountability Office.
Airline customer-service agents say they often get verbal threats from passengers, and sometimes they turn into physical confrontations.The Government Accountability Office reported Tuesday that more than half the 104 agents it surveyed reported threats or other harmful action by customers in the past year. About 10% say they were physically assaulted.The congressional investigative agency says comprehensive figures on passenger assaults are hard to find.
A 2018 law required airlines to train agents in deescalating conflicts. Airlines missed a deadline for submitting plans for handling passenger assaults.Congress ordered the GAO to investigate violence against customer-service agents after media coverage of passenger misbehavior. In 2017, several hundred customers nearly rioted at a Spirit Airlines ticket counter at the airport in Fort Lauderdale, Fla., after Spirit canceled several flights.
Airlines for America, a trade group representing the airlines in the survey, said employees are trained in defusing tense situations. “Airlines strive to make sure every employee has a safe working environment and every passenger has a safe and pleasant travel experience, and abusive behavior is addressed promptly,” said Carter Yang, a spokesman for the group.
Agents whose reports were not acted upon said they felt a lack of support from airline management. Some agents believe airlines condone bad behavior by giving passengers seat upgrades or loyalty miles to defuse the situation.Alcohol is the most commonly cited factor behind assaults, the GAO found. Some industry officials told GAO that passengers have more opportunity now to drink while waiting for a flight.
Indonesia Berita Terbaru, Indonesia Berita utama
Similar News:Anda juga dapat membaca berita serupa dengan ini yang kami kumpulkan dari sumber berita lain.
Airline customer service agents are subject to passenger threats, harassment, even assault, US survey findsAirline customer service agents overwhelmingly say they have been subjected to verbal harassment, according to a new U.S. government survey.
Baca lebih lajut »
Survey: Nearly all airline customer service agents report harassment on the jobNearly all airline customer service agents recently surveyed by the US government reported being verbally harassed by passengers and about 1 in 10 said passengers attempted to assault them in the last year
Baca lebih lajut »
Passengers are threatening customer service agents at airports: survey
Baca lebih lajut »
How the Boeing 737 Max grounding hurts its most-loyal customer: Southwest AirlinesThe fallout from two fatal crashes of Boeing 737 Max planes has ensnared the manufacturer's most-loyal customer: Southwest Airlines. The carrier has canceled thousands of flights and Southwest's CEO has said exploring planes from other manufacturers is worth considering
Baca lebih lajut »
Monzo has reached 3 million customers — and new product launches could help convert them to primary account usersMonzo has welcomed 3 million customers, and it will likely convince more customers to use it as their primary account with the launch of new products.
Baca lebih lajut »
Trump: I Can’t Be Corrupt Because I’m Losing Money (He Can)Trump's reasoning, far from insulating his secretive practices, actually damns them. jonathanchait writes
Baca lebih lajut »