Jumpseating Stories? Any Problems?
10-01-2009 | 05:48 AM
#81
On Reserve
Joined: Oct 2008
Posts: 18
Likes: 0
Last week I had a poor customer service experience with a SWA gate agent. I'm only posting it here because I considered her behavior not only rude but offensive and not representative of SWA's high standards.
I don't fly for SWA, but a regional airline and I regularly commute on SW aircraft. I also fly for the military and recently have been on military leave frequently. My company removes me from CASS every time I go on MIL leave, basically from the second they receive the paperwork to several days, sometimes weeks after I return. This hasn't been a problem at SWA or any other airline, I just ride in the back when out of CASS.
Last week I was heading back to domicile/home and did as I always have done, went to the SWA counter (not a busy day at all, I was the only one there), and politely asked the agent if there were any seats left to DEN. She joked a bit, was polite, and began looking up the flight. While she was doing this I told her I wasn't in CASS due to MIL leave, at which her tone changed, and she said "well if you're not, there's gonna be BIG trouble". I actually laughed because I thought she was joking...nope. I didn't come up in CASS and the tirade began. She asked me who I was, what airline I worked for, where I was based, and "why I was trying to get on this aircraft". I told her I was back from MIL leave, but my company hadn't put me back in CASS yet, and it usually isn't a problem, I just ride "cabin only". She then accused me of not being who I said I was, stating my ID was "probably fake". I offered her my military ID, ATP license, medical, government and civilian passports, and drivers license, but she didn't want to see any of these. According to her, they could all be forgeries. What really got under my skin and forced me to bite my lip was her accusation that I was, in fact, a terrorist, attempting to get on "her" aircraft. She also asked me if I had seen the movie Catch Me if You Can, and informed me, "that guy was slick, just like your story", while she was nearly poking me with her index finger.
She called her supervisor, who also berated me, but offered to call her supervisor in Dallas (I think?) who would "get to the bottom of this". I offered my name, airline, employee #, and domicile. Meanwhile, waiting for the return call, I endured more insults from the gate agent, and sat and watched as she talked herself into thinking it would be a good idea to call the police and have me arrested (not sure how...). It never came to that, the Dallas supervisor called and within a second or two the agent who had just minutes before denied me access to the flight because I was apparently Osama bin Laden was printing a ticket. As she was doing this she said I should have a letter from my company stating I could jumpseat even when not in CASS. I didn't want to stir up a hornets' nest so I just said "ok" and left.
So my question is; am I doing something wrong/illegal by riding "cabin only" when not in CASS? I have never had any problems before, the gate agent always just says "Oh, you didn't come up in CASS, here's a cabin-only ticket". Are there any others who have had CASS problems?
Also, although this experience was bad at best, the agent did raise a question I wasn't able to answer...how do airlines verify people who aren't in CASS? Gate agents, FA's, employees, retirees all non-rev and are not part of CASS, what about mil leave employees? I always assumed the ID was enough, but is there some document required as the agent suggested?
I should also say in my years of jumpseating this was the ONLY bad experience on SWA. They usually go out of their way to help out employees of other airlines and are friendly even during the busiest times. So thank you to all the gate & ground agents, and flight crews who have helped me get home over the years.
I don't fly for SWA, but a regional airline and I regularly commute on SW aircraft. I also fly for the military and recently have been on military leave frequently. My company removes me from CASS every time I go on MIL leave, basically from the second they receive the paperwork to several days, sometimes weeks after I return. This hasn't been a problem at SWA or any other airline, I just ride in the back when out of CASS.
Last week I was heading back to domicile/home and did as I always have done, went to the SWA counter (not a busy day at all, I was the only one there), and politely asked the agent if there were any seats left to DEN. She joked a bit, was polite, and began looking up the flight. While she was doing this I told her I wasn't in CASS due to MIL leave, at which her tone changed, and she said "well if you're not, there's gonna be BIG trouble". I actually laughed because I thought she was joking...nope. I didn't come up in CASS and the tirade began. She asked me who I was, what airline I worked for, where I was based, and "why I was trying to get on this aircraft". I told her I was back from MIL leave, but my company hadn't put me back in CASS yet, and it usually isn't a problem, I just ride "cabin only". She then accused me of not being who I said I was, stating my ID was "probably fake". I offered her my military ID, ATP license, medical, government and civilian passports, and drivers license, but she didn't want to see any of these. According to her, they could all be forgeries. What really got under my skin and forced me to bite my lip was her accusation that I was, in fact, a terrorist, attempting to get on "her" aircraft. She also asked me if I had seen the movie Catch Me if You Can, and informed me, "that guy was slick, just like your story", while she was nearly poking me with her index finger.
She called her supervisor, who also berated me, but offered to call her supervisor in Dallas (I think?) who would "get to the bottom of this". I offered my name, airline, employee #, and domicile. Meanwhile, waiting for the return call, I endured more insults from the gate agent, and sat and watched as she talked herself into thinking it would be a good idea to call the police and have me arrested (not sure how...). It never came to that, the Dallas supervisor called and within a second or two the agent who had just minutes before denied me access to the flight because I was apparently Osama bin Laden was printing a ticket. As she was doing this she said I should have a letter from my company stating I could jumpseat even when not in CASS. I didn't want to stir up a hornets' nest so I just said "ok" and left.
So my question is; am I doing something wrong/illegal by riding "cabin only" when not in CASS? I have never had any problems before, the gate agent always just says "Oh, you didn't come up in CASS, here's a cabin-only ticket". Are there any others who have had CASS problems?
Also, although this experience was bad at best, the agent did raise a question I wasn't able to answer...how do airlines verify people who aren't in CASS? Gate agents, FA's, employees, retirees all non-rev and are not part of CASS, what about mil leave employees? I always assumed the ID was enough, but is there some document required as the agent suggested?
I should also say in my years of jumpseating this was the ONLY bad experience on SWA. They usually go out of their way to help out employees of other airlines and are friendly even during the busiest times. So thank you to all the gate & ground agents, and flight crews who have helped me get home over the years.
10-01-2009 | 07:40 AM
#82
Gets Weekends Off
Joined: Sep 2009
Posts: 298
Likes: 0
Last week I had a poor customer service experience with a SWA gate agent. I'm only posting it here because I considered her behavior not only rude but offensive and not representative of SWA's high standards.
I don't fly for SWA, but a regional airline and I regularly commute on SW aircraft. I also fly for the military and recently have been on military leave frequently. My company removes me from CASS every time I go on MIL leave, basically from the second they receive the paperwork to several days, sometimes weeks after I return. This hasn't been a problem at SWA or any other airline, I just ride in the back when out of CASS.
Last week I was heading back to domicile/home and did as I always have done, went to the SWA counter (not a busy day at all, I was the only one there), and politely asked the agent if there were any seats left to DEN. She joked a bit, was polite, and began looking up the flight. While she was doing this I told her I wasn't in CASS due to MIL leave, at which her tone changed, and she said "well if you're not, there's gonna be BIG trouble". I actually laughed because I thought she was joking...nope. I didn't come up in CASS and the tirade began. She asked me who I was, what airline I worked for, where I was based, and "why I was trying to get on this aircraft". I told her I was back from MIL leave, but my company hadn't put me back in CASS yet, and it usually isn't a problem, I just ride "cabin only". She then accused me of not being who I said I was, stating my ID was "probably fake". I offered her my military ID, ATP license, medical, government and civilian passports, and drivers license, but she didn't want to see any of these. According to her, they could all be forgeries. What really got under my skin and forced me to bite my lip was her accusation that I was, in fact, a terrorist, attempting to get on "her" aircraft. She also asked me if I had seen the movie Catch Me if You Can, and informed me, "that guy was slick, just like your story", while she was nearly poking me with her index finger.
She called her supervisor, who also berated me, but offered to call her supervisor in Dallas (I think?) who would "get to the bottom of this". I offered my name, airline, employee #, and domicile. Meanwhile, waiting for the return call, I endured more insults from the gate agent, and sat and watched as she talked herself into thinking it would be a good idea to call the police and have me arrested (not sure how...). It never came to that, the Dallas supervisor called and within a second or two the agent who had just minutes before denied me access to the flight because I was apparently Osama bin Laden was printing a ticket. As she was doing this she said I should have a letter from my company stating I could jumpseat even when not in CASS. I didn't want to stir up a hornets' nest so I just said "ok" and left.
So my question is; am I doing something wrong/illegal by riding "cabin only" when not in CASS? I have never had any problems before, the gate agent always just says "Oh, you didn't come up in CASS, here's a cabin-only ticket". Are there any others who have had CASS problems?
Also, although this experience was bad at best, the agent did raise a question I wasn't able to answer...how do airlines verify people who aren't in CASS? Gate agents, FA's, employees, retirees all non-rev and are not part of CASS, what about mil leave employees? I always assumed the ID was enough, but is there some document required as the agent suggested?
I should also say in my years of jumpseating this was the ONLY bad experience on SWA. They usually go out of their way to help out employees of other airlines and are friendly even during the busiest times. So thank you to all the gate & ground agents, and flight crews who have helped me get home over the years.
I don't fly for SWA, but a regional airline and I regularly commute on SW aircraft. I also fly for the military and recently have been on military leave frequently. My company removes me from CASS every time I go on MIL leave, basically from the second they receive the paperwork to several days, sometimes weeks after I return. This hasn't been a problem at SWA or any other airline, I just ride in the back when out of CASS.
Last week I was heading back to domicile/home and did as I always have done, went to the SWA counter (not a busy day at all, I was the only one there), and politely asked the agent if there were any seats left to DEN. She joked a bit, was polite, and began looking up the flight. While she was doing this I told her I wasn't in CASS due to MIL leave, at which her tone changed, and she said "well if you're not, there's gonna be BIG trouble". I actually laughed because I thought she was joking...nope. I didn't come up in CASS and the tirade began. She asked me who I was, what airline I worked for, where I was based, and "why I was trying to get on this aircraft". I told her I was back from MIL leave, but my company hadn't put me back in CASS yet, and it usually isn't a problem, I just ride "cabin only". She then accused me of not being who I said I was, stating my ID was "probably fake". I offered her my military ID, ATP license, medical, government and civilian passports, and drivers license, but she didn't want to see any of these. According to her, they could all be forgeries. What really got under my skin and forced me to bite my lip was her accusation that I was, in fact, a terrorist, attempting to get on "her" aircraft. She also asked me if I had seen the movie Catch Me if You Can, and informed me, "that guy was slick, just like your story", while she was nearly poking me with her index finger.
She called her supervisor, who also berated me, but offered to call her supervisor in Dallas (I think?) who would "get to the bottom of this". I offered my name, airline, employee #, and domicile. Meanwhile, waiting for the return call, I endured more insults from the gate agent, and sat and watched as she talked herself into thinking it would be a good idea to call the police and have me arrested (not sure how...). It never came to that, the Dallas supervisor called and within a second or two the agent who had just minutes before denied me access to the flight because I was apparently Osama bin Laden was printing a ticket. As she was doing this she said I should have a letter from my company stating I could jumpseat even when not in CASS. I didn't want to stir up a hornets' nest so I just said "ok" and left.
So my question is; am I doing something wrong/illegal by riding "cabin only" when not in CASS? I have never had any problems before, the gate agent always just says "Oh, you didn't come up in CASS, here's a cabin-only ticket". Are there any others who have had CASS problems?
Also, although this experience was bad at best, the agent did raise a question I wasn't able to answer...how do airlines verify people who aren't in CASS? Gate agents, FA's, employees, retirees all non-rev and are not part of CASS, what about mil leave employees? I always assumed the ID was enough, but is there some document required as the agent suggested?
I should also say in my years of jumpseating this was the ONLY bad experience on SWA. They usually go out of their way to help out employees of other airlines and are friendly even during the busiest times. So thank you to all the gate & ground agents, and flight crews who have helped me get home over the years.
But call your J/S coordinator, and management. Tell them this problem, tell them you need to have it fixed. For the longest time, our company had to give these pilots an extra day on either side of their MIL leave to allow for travel since they weren't in CASS. Now that we have that fixed, it's solved a lot of problems and the pilots can work the day before or after since they can normally get to where they are going.
Thanks for serving for our country by the way. Your dedication is very much appreciated. I only wish I could help your situation out like I did for Mesa's brave folks.
10-01-2009 | 11:37 AM
#83
Gets Weekends Off
Joined: Oct 2006
Posts: 1,001
Likes: 0
There is always the third option: the black helicopter theory that gate agents know the rules, but just deny you out of spite.
Are there any others who have had CASS problems?
...how do airlines verify people who aren't in CASS? Gate agents, FA's, employees, retirees all non-rev and are not part of CASS, what about mil leave employees? I always assumed the ID was enough, but is there some document required as the agent suggested?
10-01-2009 | 12:00 PM
#84
Gets Weekends Off
Joined: Jun 2006
Posts: 1,276
Likes: 0
From: ERJ FO
I'm skipping to the end of this only to say Thank You to SWA. I routinely use them solely for the purpose of commuting to and from work. I drive an extra 30 minutes (each way) to get to the airport in my city they serve as opposed to going to the closer/bigger airport which SWA does not serve. They are the only airline that has never left me behind, always been polite, and always got me on my way...even when I was CASS denied. I have had SWA pilots ride the 4th seat just to get me on. I've had SWA gate agents allow me to preboard an "almost full" flight so it would guarantee a spot for my bags. I have had SWA captains strap my bag in right on top of theirs so I wouldn't have to gate check mine when the plane does fill up. We've all had run-in's with gate agents having a bad day...at SWA it's been few and far between. Basically, if I need to get anywhere...SWA is the first thing I check.
Thread
Thread Starter
Forum
Replies
Last Post
