AA's JS policy
 

I am curious to know more about American's Jumpseat policy. Last night I tried to hop flight 279 ANC - DFW and my best bet was a jumpseat on the flight deck since the flight was over-sold and there were 20 non-revs listed. However, the ticket agent refused to list me as cass approved jumpseater. Her reason was that the flight is a contract flight for Northern Air Cargo (also a cass airline) and only flight crew employed by American could ride on up front. This sounds to me like the classic "my kingdom" inspired rules that some times get made up on the spot. Just curious if anybody else has encountered this or if there are any American employees who can verify if this is the case or is the gate agent full of you-know-what. Needless to say I just walked away, but I was not at all happy that my jumpseat priveleges were denied. There was no way I had a chance at a seat in the back. It left a bad taste and I will definitely spread the word.

That sounds like total BS from the agent.
Did you speak to the Captain?

Get the details and send them to your company's jumpseat coordinator. They'll contact AA/APA reps and try and sort out what went wrong.

Typical AA Agent BS... as of for the crew, i think there are a handful of pilots who really go and ask GATE AGENTS if there are JS listed or trying to get on.

And they never seem to be on our flights...:cool:

I hope it works out for you next time and that the JS coordinator on your side and AA side do something about it.

As stated already above, the CSA was doing the 'cause I can' deal. Next time I would speak with the Captain.

And what if they dont let you?

Which is the normal procedure, unless you get to approach one of the pilots before they go down, chances are low.

I still don't understand what causes the animosity between gate agents and jump seater's, when you are the nicest person to approach the counter for that flight, for the most part, specially at AA.

Easy. Jealousy. Plain and simple. $10 vs. $140 per hour.

It seems to be the MO with certain AA AAgents. The following is my experience about a week ago trying to go from EWR to DFW:

Agent XXXXXXX In EWR needs
counciling. I showed up to Gate 32 in EWR just a few minutes ago and
proceeded to get yelled at and berated by him. I was standing near
the counter and he yells "Go sit down! I haven't cleared anyone.". I
calmly informed him that I hadn't checked in yet. He walked away.
When he came back to the podium, he calls me up. I handed him my ID
and passport. He says that he doesn't need that and berates me
further by saying, "you guys don't need to be running to the window,
jumping up and down. I'll get to you when i get to you.". I informed
him I did nothing of the sort. He says further, "well all you
jumpseaters do that.". I calmly informed him that I just did what I've
always done with AA in EWR and that no other agent had a problem with
it. He checked me in, but I'm worried that I'll even make it on the
flight.

That's the e-mail I sent to my JS Coordinator as the event was happening. He sent it to AA's JS Coordinator and I believe, thus far, it's been escalated as far as the LGA Chief Pilot.

Some just have it out for pilots. I have had some AA AAgents that couldn't be more helpful. Others are like this guy. Luckily, all the crews have been absolutely fantastic!

I commuted out of DFW to MSP for over a decade (plus personal trips to PHX) and NEVER had anything but wonderful experiences with all AA agents and crews. Some get busy and you can tell they are having a bad day, but they were always professional.

Sorry you guys ran into problems, but I think they are the exception rather than the rule.

Ferd
Delta

Having worked airline customer service and having helped many jumpseaters, my 'professional' opinion on the matter is that its probably not a matter of jealousy or a vendetta against pilots, but just a general lack of professionalism in the customer service world. The job pays a meager hourly wage and anyone who can produce clean peepee can get the job, which obviously opens the door to a lot of people who most definitely do not hold professionalism and courtesy in a high regard.

Of course there are good agents and not so good agents. As for myself, I always made every effort to take care of all jumpseaters (and if I may admit...I probably took better care of the jumpseaters than I did my own paying passengers! :eek:), but you know what? It was a much more rewarding interaction. Ended up being on a first name basis with many of the regulars and knew how the family was doing, etc. It completely baffles me as to why people who work for the same company but in a different department would be so happy to **** on someone from the same team at the drop of a hat. Being an amateur pilot with intentions of finding a way to get paid to do it, I may be a bit biased, but I digress.

But what is a testament to the pilot group is the resolve that you guys have to not stoop down to the level of the butthead agents. I can probably count on one hand the number of jumpseating pilots that I've encountered that were legitimately acting out of line, as compared to the numerous agents. (flight attendants though.....)

Just a general lack of professionalism through out the customer service area. Disappointing.

There was a thread sometime ago about 'professionalism' and it was unfortunate to see many, many pilots on here saying that once they are paid as 'professionals' they would ACT like 'professionals'.

If this truly is a common sentiment among pilots then you shouldn't be too surprised to find gate agents acting 'UNprofessional' if they are, as AZFlyer contends. making a meager hourly wage. It would seem that some on here would WANT professionalism from those in different circumstances but don't see the need to act that way at the same time.

That is disappointing as you say AZFlyer.

USMCFLYR

Thanks all,

The agent was not rude to me, but seemed to truly believe what she was saying to me. However, she seemed to believe that NAC was not a CASS participant, which we all know is false. I didn't argue with her because I didn't absolutely NEED to get to DFW. Plus arguing never gets anything accomplished. I was just wondering if anybody else had encountered this in the past. Thankfully my schedule is flexible regarding my trip to DFW and I will be taking a less direct route on company aircraft this weekend instead of attempting an offline commute. Hopefully this will cost me few less gray hairs in the long run. Although that is doubtful since it will take a few hours longer to get to destination.

Thanks again for all the input,
FB

Seems more like plain being rude than not professional.

I rode home on AA today actually for the first time in months. I remember why I do not like riding with them. The agents were indeed rude, as they usually are. I followed procedure, listed myself by calling the number, and waiting a few feet from the podium before being called up.

I got the last seat in coach, a middle seat between someone that had the most horrible halitosis you could ever imagine. And first class was half empty. AA has never upgraded me to first, not even the crews have. I think it's pitiful really. I bend over backwards for everyone, including many AA folks commuting in and out of ORD. I'll always enjoy giving them a free ride, but perhaps I should stick them next to the lav from now on.

What happened to taking care of each other? Jumpseating on DAL is night and day from AA. They are always last on my list of options. But at the end of the day, it is a lift home, so thanks AA for that at least. It was appreciated.

I have had both my best and my worst rides on AA.

I recently jumpseated on American and they were very nice to me in ORD. But I also was not offered a seat in 1st class which was wide open by either agent or crew. Any seat is a good seat and happy for the ride, but just curious about the non-rev policy at AA. Coach only?

USMCFLYR,

There will always be some "rotten apples" in every group but I personally think that many may have stated the above but in reality are the utmost professionals. Every one needs to vent and P and M every once in awhile but it has been my experience over the last 21 years in this business that the vast majority of pilots have a very great sense of professionalism no matter what they are paid.

Denny

I have been surrounded by professionals for my entire career so I tend to agree with you; but that was not the sentiment of many on the old thread. I hope that is true but I'd have to take them at their words unless I have something else to compare their actions too. Of course I always look for those young, punky looking regional pilots I hear about so much on this forum and I've not run across any of them either so let's hope it is the few "rotten apples" that are getting all of the attention. I've always been impressed with the crews that I have seen or spoken too.

USMCFLYR

All those guys were furloughed a while ago...


I've had mostly good experiences with the AA people, though I stay away from some of the famously bad places... (STL, etc)... They won't put you in first unless everything else is full, or you get a particularly nice one, though... As far as I can tell it's not an "official" policy, but it's the way they do things... I have asked a few times about it and gotten many different answers... (From "We dont put D6's in first", to "You have to ask the flight attendant", to "The computer won't let me")...

Before you all get any more worked up, the original response to the request may in fact have been correct. I 've worked many charters where company pilots were the only ones allowed on the jumpseat. Can't remember the reason but it's best to let the system work and get the official answer before villifying anyone.

Talking with their (AA) agents they told me that they have to pay $50 to get a first class seat when they non-rev.

I fly for AA and although it's been several years since I've been on the line (currently on an extended Mil Leave), I recall my captains always trying to get jumpseaters a seat in first class if it was available. I'm sorry that you and others on this thread have been dissed by AA, but I guarantee it is not a policy or conspiracy on our part.

Now our gate agents are a different story--always undermanned and stressed out--and sometimes not too friendly. They will typically print you a coach seat boarding pass not out of spite but to leave 1st class available until the last moment. You can either just accept what they have given you or descretely inquire about 1st class if it is not initially offered to you by the crew. Especially if you are in uniform, crews like to have "help" if needed towards the front of the plane...

Again, sorry for the poor welcome/service you received on our jumpseat...please don't penalize my AA brethren out of hand for it as I hope it is not the norm...

All employees of AA--whether pilots or baggage throwers--have to pay a fee to non-rev in first or business class. The fee ranges from around $22 for a short hop domestic flight to maybe $125 for a long-range international flight. We even pay a non-rev fee for domestic coach during our first 5 years of service--they start at $11 per leg, but as a young commuter those fees would add up...

That's sometimes why you may see AA non-revs flooding the back of a flight while first class may still have availability. I would think that would bode well for jumpseaters getting 1st class as you don't pay for it...so I hope you do!

why is it that flight attendants never check in with the guys/gals up front? They go straight to their seat.....

Generally they have no idea what's going on up there... Also, chances are they're pass-riding not jumpseating... There's really no good reason to have them checking in...

Haven't flown domestic for awhile now, but when I did, most CAs would always offer a first class seat if it was open. If they didn't, I would prompt them.

Irish Tiger, sorry your experience was so bad on us. Perhaps you should stick to Delta so that they can always cater to your desires while bumming a free ride. In the meantime, if you ever j/s on one of my flights, you can be sure I will do everything I can (within my F/O capabilities) to get you your first class seat.

73

Well, aside from the first class seat issue, I do try to take Delta whenever possible. I just feel more welcome with them. The F/A's are nicer, the gate agents (well, most of them - I am here in Atlanta) are nicer, but the pilots are about the same as every other carrier. I do find the pilots at DAL are typically a bit more inviting and talkative than most carriers. I remember one flight on AA. It was full I had one of the very last seats in coach. I boarded last (at the gates request). There was no more overhead space for my bag. I noticed there was a ton of room in the F/A's forward closet (only one bag and one jacket was in there), and I politely and quietly asked if it would be alright to put my bag in there. All she said was "Nope!" So I had to check it. That's a perfect example of what I mean when I say the F/A's are nicer at other carriers.

With AA, it's more of a "Oh, welcome aboard, now sit down, shut up and be seen and not heard."

I feel like I've done something wrong when I JS on AA, even though I try to be as nice and thankful as possible. The first class seat isn't an issue, but I have always thought it was odd that I was never offered it. I certainly don't feel that it is a right for us to sit up there, but I do feel it's one of those unwritten rules - sort of when possible, sure take an empty seat.

On this particular flight, there were no other employees (in uniform) commuting, so I probably would have accepted it. I have been on other AA flights where there were 2-4 flight attendants traveling in uniform. Had they offered it to me on those flights, I most likely would have declined the offer because I wouldn't feel right sitting up there while AA flight attendants are in coach.

But, AA73, I know that there are plenty of good people at AA, and I may not have ridden with a lot of them. I'm sure in my career, I will run across some pretty fantastic AA crews. I will of course continue to offer any AA employee commuting on my flights anything we have on board (I was really just joking when I said I'd put them next to the lav :p). I'm sorry if I've come across as disrespectful towards your company, I really didn't mean it that way... I was just trying to voice a few frustrations. I understand I have a lot to learn in this business, but that's why people like you and I can have conversations like this. :)

Understood, no worries. You're always welcome. Sorry about our company culture, we are all on a holy mission to try and change it. It will take time. Take care man.
73

I also had one of the best and one of the worst experiences jumpseating on AA out of London. Coach was full, but first was wide-open. The gate agent told me she couldn't print me a boarding pass for first, the computer would not let her. But, she could sign me up for the cockpit j/s and we'd go talk to the Captain. (Long before 09/11). So, down we went. The Captain told me that sorry, it was too long of a flight to have a cockpit jumpseater. The gate agent reminded him that there were a dozen f/c seats open, but he still said no way. It was beyond his control. So, back up we went, and the agent told me to wait until it was gone and she would do everything in her power to find me a seat in the back (by upgrading someone, or a no show, etc). A few minutes before the door closed, she got a call to bring me back down and put me in the cockpit jumpseat.

When we got back down there, the Captain told me to take a seat on the jumpseat, sit there, keep my mouth shut, and don't even think about eating or sleeping. He also told me to thank the F/O who "demanded" that he give me a ride home.

After he went back to sleep, the IRO and the F/O told me the whole story, and apparently they threatened to turn him into both my j/s coordinator and their own as well as to the chief pilot if he left me (because I was a regional guy at the time, even though we were on the AA Int'l list). As it turns out, he commuted weekly on us, and they scared the crap out of him.

The score there was 1 prick of a Captain and 5 for the helpful people (the agent, the other pilots, and the F/A's). Ironically, about 5 months later, he needed a ride with me, in the cockpit, on the last chance he had to get to work. I considered leaving him there, but decided no good could come of that. So, he made it to work. But, I will never forget his face as we taxied out and I turned around and thanked him for the ride home from London. I'm pretty sure he never considered leaving a j/s behind again... :D

How does the old saying go? "What goes around, comes around!"

Denny

Awesome story sir! I enjoyed reading that. Just the fact that he rode with you a couple of months later made it all worth it! I was very glad to see the FO and IRO step up and say something. Good job on their part.

Was their any other reason he was wanting to leave you? He just didn't want you in the jumpseat that long? Why the heck wouldn't he have just put you in first? Sounds like he was more of a tallywhacker than anything else.

Yeah, it was poetic. And no, he just told me he couldn't put me in First, and he just didn't want "an RJ guy" bothering him in the cockpit for that long (9 hours'ish). No other reason to deny me. He may have just been a grumpy old man, or he may have had a legit reason to not want to put me in First. Either way, I just wanted to get a ride home to get back to work (after having been bumped off of CAL flights and a US Airways flights by on-line jumpseaters)... But, my point was just that there are some great people at AA (gate agents, F/As, and pilots) that busted their humps to help me get on and get back to work. One guy was an ass, but the rest made it work... Since then I've never had anything but good experiences when jumping on AA (mainline -- the connection flights are a different story...).

I live in DFW and used AA almost exclusively to get to NYC. Now I don't get to ride on you guys and I kind of miss that part. LGA gate agents were always amazing and helpfull. Never had a problem with DFW agents either really. The FA's always gave me free snacks and sandwiches that otherwise cost money to the pax. First was almost always full though on that route so I never got it anyways, but I really didn't mind. I was offered first a couple of times though. Once I asked the FA if I'd be able to sit there, not seeing the gate agent right there. The agent said I had to sit in coach. The FA gave me a face because she did not want to undermine the agent. But as soon as the agent left, she came and got me to come sit in front. I always hesitate to ask to sit in first because I do know that AA employees have to pay. I don't really want them to see me sitting in first while they rough it in coach.

I'll never forget my very last commute before my furlough. Rode on the 777 to ORD and told the captain that this was my last jumpseat ride for awhile. He told the purser my story, and after that I received the red carpet ride. She sat me up front in first and gave me the best service ever. :)

That happened to me on AA before; also last week out of Philly. I hadn't JS on AA in a long time,( and I told her that), so I never called to list, forgot. The flight had 60 opens seats, empty lounge, she was not busy. She made me call on my phone, watched me on hold for 5 minutes while she chatted with the other lady behind the counter. Then she gave me a seat. whatever, I always get that anxious feeling in my gut when AA is my only choice.

Yeah my first time jumping on AA (ATL-ORD) for work was interesting. The agent unloaded and let me have it for not calling to list. I had no idea I needed to do that. I didn't know what to say, I just stood there with my mouth open. I think I stammered out a sorry after a while.

Have used AA better than 50% of the time commuting over the last 5 yrs, on the whole, has been a very pleasent experience. I'm sure with any carrier, when any of us have been commuting long enough, we have 'run into' the gate agent or crew member that is 'having a bad day'.

I would say more times than not while riding on AA, the CA (or the FA's) would 'mention' that if a First Class seat becomes available, they would move me up if they could. Regardless if it happens or not, the gesture is professional & appreciated.

In the end, I was just happy to get a ride to/from work.

SC

Due to traffic in the New York area I was running VERY late one day to try and catch the last available flight from LGA to get to work. I figured I would just call the number and check-in at the gate.

Boy was I wrong. Not without our wonderful TSA personal and the power hungry supervisor.

I arrived about 20 minutes prior to push at the security checkpoint and got the wonderful run around in what seemed to be a whole other language in itself. TSA told me I couldn’t clear without a boarding pass, I told them I’m a pilot trying to get to work, etc. They just didn’t get it. They told me to go back to the AA counter to get a boarding pass so I did that. Nobody was there. I than ran back to TSA and told them everyone is at the gate boarding.. that still didn’t help. They told me to run to AA baggage claim and get a boarding pass there. The ladies were very nice and told me they don’t have a boarding pass printer down there but to try the check-in counter; someone should be up there.

At this point it was about 5 minutes prior to push but I said what the heck I’ll try the counter one more time. Sure enough there were a few ladies there who were extremely helpful and went above and beyond the call of duty. Not only did they get me a boarding pass to clear security but they also called down to the gate and requested that the door remain open until I get on. I got down to the gate about 2 to 3 minutes after push sweating from all the running I was doing. When I went down to the cockpit to thank the crew not only for the ride but also for staying after push, I got a very warm welcome from them: “Hey anytime bud, grab a seat in first, have a drink, don’t worry about it.”

Unfortunately all the first class seats were taken but at this point I was just glad to get on. A class act by the American Airlines team and I will never forget it. You guy’s have some fine people over there. Keep up the good work!

So you've got a thing for redheads, eh? :cool:

On a related note. Is St. Thomas USVI considered an international destination on AA? I've been told it is and we don't have the international J/S with them. I'm trying to string together my weekly commute starting in a few weeks out of BOS. Thanks in advance.