The "Gate Agents" at the Airports of America Have Just Received a Memorable Tribute, Capable of Being Expanded into Book Form
Several days ago, I blogged about the decision of EasyJet (the British, low-cost air carrier) to eliminate its check-in counters, by requiring that passengers obtain their boarding passes solely on their home computers and printers. I also speculated that this first step in doing away with human contact at the airports, might be followed by the airlines' doing away with gate attendants, the people who actually allow you to board the plane.
Immediately, reader Donna Cuervo (well known to readers of responses to this blog) wrote an impassioned comment about the crucial role played by such gate attendants or "agents". Her essay is so very detailed and authoritative (Donna is herself, presently, a flight attendant) that I have felt it deserves greater prominence; it reflects such direct knowledge about aviation by Donna that it could be made the basis for a much more substantial discussion (possibly in book form). Here it is:
"The job of the Gate Agent involves a lot more than just checking people in. They have a lot of the responsibility for getting the plane out on time. They drive the jetbridge to the doorway of the plane, open the door on arriving flights, arrange for preordered wheelchairs to be where they need to be, prevent oversized bags from being taken onboard, participate in identifying hazardous materials and prevent them from getting on the plane, make public address announcements about delays, gate changes and other information (sometimes in two languages), identify people who are exit row qualified or not, sell premium seats, and make last minute seating changes for families to sit together and disabled people to have appropriate seating. This is all done in a rushed, high stress environment with a lot of pressure to get the plane out on time.
"Gate Agents provide pilots and flight attendants with detailed paperwork that is consulted throughout the flight. It is provided both at the beginning of the boarding process and finally before the door is closed. They come onboard to resolve seat duplication problems and other seating issues. They coordinate with provisioning about bathroom supplies, food and drink items and other service items that may have been left off the plane or need to be replaced - often having to carry the heavy items on themselves. They keep flight attendants advised on time remaining before departure and close the aircraft door when everything is done. On many arriving flights, the Gate Agents have to empty the trash and help clean the plane. While doing all this, they are constantly approached at their podiums by a stream of customers many of whom are obnoxious, make unreasonable demands or have stupid questions that could have been answered by listening to the announcements or reading the board. Gate Agents have to be skilled at using a computer, learning the airline's computer programs as well as other equipment, and they must have a high level of skill in dealing with the public.
"For all this they receive a starting salary of $9 an hour. I think the airlines are getting a good deal from these people, and I can't imagine how an airline would function well without what they do on a daily basis. I wouldn't want their job, although it is a good entry level position for somebody who wants to advance in the airline business. It provides good experience, and many Gate Agents move into Flight Attendant or Administrative office positions."
So, how about it, Donna Cuervo? Is there a book in the offing?
Many of us have valued her contributions to the Frommer's Forums for years.Not only are her insights into airlines extremely valuable ,but so are her insights about European travel. I think she could write a lot of books that would sell well.
Thanks so much for your kind words and for highlighting the efforts of a group of hardworking people - the Gate Agents. There are plenty of high level airline executives who started their careers at the gate when they were young.
I also want to point out the efforts of the Ground Crew. They are the ones you see outside the airplane windows often wearing casual clothes and orange vests. They are out there in all kinds of weather - heat and humidity, rain, snow and bitter cold. They do all the heavy lifting with luggage and cargo. You may also see them marshalling the planes with two sticks guiding the pilots out of the gate.
Cakewalk, identifying hazardous materials and preventing them from getting on the plane is a team effort. Everyone is involved from the TSA, to the ground and gate people to the flight attendants. We are all required to see the training film every year to identify the hazmat labels and detect other clues to the presence of these items and report any suspicions to supervisors. If you ever wonder why your flight attendant reopened the overhead bin you just closed yourself, it's probably to get a look inside with hazmat concerns in mind.