Published June 29, 2017 at cwa-union.org
American Airlines and Envoy Passenger Service Agents from across the country gathered in Washington D.C. to lobby Congress on strengthening protections for passenger service agents in the FAA Reauthorization bill.
With the high tensions that are increasingly common with air travel, Passenger Service Agents face numerous challenges at work, including dangerous situations like verbal and physical assault from passengers. Passenger Service Agents have reported being verbally and physically assaulted by customers, including being hit, having luggage and equipment thrown at them, being pulled over counters, and getting spat upon.
Zuzana Uhnakova, a Passenger Service Agent from Miami with American Airlines, said that the meetings with Members of Congress and their staff were productive. "Now they are aware of what is really happening to us. In December, I was assaulted by a passenger. We've been verbally abused every day. I'm here not only for myself, but for every agent."
Heyda Delgado, an American Airlines Passenger Service Agent from San Juan, said, "They were surprised that the law isn't taking us seriously. They aren't seeing what goes on behind the scenes. They were very receptive."