Gate Agent Power Trips
 

Hypothetical situation, I'd like your thoughts...

You are non revving and see a group of pilots and FA's (in uniform) doing the same obviously trying to get to work in Charlotte. The gate agent is boarding the standbys and a pilot and FA walk up and get in line. By the time they get to the agent (after standing there for about 5 minutes) and ask for the jumpseats the agent tells them that it is less than 10 minutes to departure time and that she can't help them. They call a supervisor and since the agent really pressed the 10 minute rule the supervisor stands behind her decision. After the pilot and FA walk away upset, he tells the agent she should have let them on the flight since they were only 1 minute late and they had actually been in line longer than that along with the fact that she was still in the process of boarding. He then makes some comment about the jumpseats being empty and having two more people to try and accomodate on a later flight that could have gone on the one that they just boarded.

Is there nothing you can do if this happens to you? Is there a way the crew members could have gotten past this agent?

From your description, it sounds like you arrived (hypothetically) in the boarding area late. If you're at the counter presenting your credentials after the cutoff all bets are off. Some agents will try to accommodate last minute jumpseaters, others won't, but that's hardly a power trip. Best advice is get there early, hypothetically of course.

Okay, maybe it wasn't a hypothetical situation...I call it that because there might have been more to it than was obvious to a bystander and I know that people jump all over you for posting questions that you really might want a serious answer to. BUT, it was NOT about ME as you seem to suggest AND the pilot and FA did arrive several minutes before the 10 minute cutoff. The agent was busy boarding the other standbys which ran into the 10 minute cutoff. I have very little seniority and was not trying to get to work so I fully expected to not make the flight just to clarify my position. I guess I got my answer, just always get there in plenty of time and never expect help, thanks a lot.

Try to arrive at the gate at least 1/2 hr early. If that'a not possible, always be friendly, but realize the agent might not have time for you.

Power tip: if you are late, and you are going home and you are sure there are seats, you can always wave to the flight crew through the terminal windows (if available. Work fairly good sometimes. That said, use it very judiciously.

If you're late and the agent is in a hurry or has had a bad day, all bets are off. There is no rule that says they must accommodate your late butt.

Don't commute much myself, but if you commute often from the same airport offering to buy them a cup of coffee every now and then tends to help. I'm not saying to bribe them with coffee everytime you commute, but they'll remember you and will probably be much more helpful next time you show up close to the cutoff.

Arrive earlier?

If you are commuting out of CLT often, you will see the same agents all the time. Be nice to them and get to know them by name; I used to commute in and out of IAD, I knew all of the US Air agents names in IAD and would always say hello to them and ask how they were doing. Every once in a while bring them a candy bar or something. Then when they were busy I would just wave and walk up and they would hand me a jumpseat form without saying a word, then I'd fill it out and leave it on the counter and they would take care of it.

I guess that wouldn't help if you are in an unfamiliar place; but in my experience kill them with kindness; if that doesn't work try get the crews attention somehow.

I offer them small children as snacks.

Don't take is personal and then be a cry baby about it on the internet. Show up earlier. If you are trying to run and catch a 10 minute connection don't plan on getting. If you are online and prelisted then 10 minutes prior should work, but if it's offline and you just show up that is really pressing your luck.

A power trip is a gate agent who just does the W&B herself (or just makes one up) and uses that as an excuse to not have to deal with nonrevs and jumpseaters. Or maybe that's just laziness.

But it's a real problem with one of our major partners, to the point where I always make the walk up to the gate to check for nonrevs. That's when the attitude comes out...

All of you are jumping on the OP for asking an honest question. I'm a commuter, and I definitely feel his pain, even if his wasn't a good example. I can't tell you how many times I've seen J/S or non revs arrive plenty early, and be totally ignored by an agent who couldn't be bothered by them... right up until the 30 minute cutoff when she wasn't required to. then she kindly told them to get lost. I see it all the time.

Let's face it... agents hate jumpseaters. They think it's totally unfair that they have to deal with us using a perk that they can't use.

When this is happening, I'd suggest getting a supervisor early... kindly explain to the supervisor that the agent at Gate XX has a long line, seems overwhelmed and could use some help. That works 90% of the time. The other 10%, when you're about to be left behind with open seats... get the crew's attention.

I had an agent one day tell me I wasn't on the list when I asked for a seat request card because I checked in on my phone. I responded that I was listed and on the screen in the gate area. She then said I was not and that she didn't have time to list me about (about 40 prior to departure and no one else in line). She reluctantly pulled up the list when I asked politely to see it. I walked around the counter, pointed myself out and she then printed it off/threw it at me without saying a word. She needed to take a nap or something

This is why we need to "Make the walk" about 10-15 minutes before departure time. Being friendly but firm, seek out people in uniform and ask "You have a seat?" goes a long way. I can't tell you how many times a busy agent probably would have left fold at the gate if I didn't ask and say "put the delay on me, but they are getting on".

How was he taking it personally or being a crybaby? I think we've found the gate agent! ^^^^

This is one of the few jobs I have not had in aviation; however, gate agents do not have an easy job and they have bad days like everyone else. They also deal with myriad A holes during the course of a day, which primarily involves paying PAX. That is especially why being nice is so important. I also know for a fact that ones dress, demeanor and countenance can make a big difference between getting on or not. Look sharp whenever possible and don't stink. When non reving, on off time, always wear descent clothes; a dress shirt and tie is not out of line by any stretch. I would often have my swim trunks on, under slacks, if headed to the beach. Additionally, most gate agents are not impressed with the fact that you/we are pilots; it might impress a cashier at the grocery store, but not likely a gate agent.

Stand in front of the glass window and try to make yourself visible to the pilots. One of the pilots might come up the jet bridge and get you on.

I have had to do the wave from the windows a few times when its around 10 prior to departure. The one time it did work, I was in the jumpseat and doors still closed 5 minutes early. It sure is painful when you were supposed to have an hour on the ground between your commute home, arrive late and high tail it to the gate only to be told to screw off as you watch bags get loaded for another 10 minutes...

^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^

That is the best answer and has worked for me. Both as the operating Captain and when I was begging for a ride.

I once had a pax stick his head in the cockpit and pass a message that there was a pilot in the gate area looking for a ride. I went to the agent at D+2 to 3 mins and we had a 15 min stand off until he was on the plane. Problem solved.

I've seen a gate agent actually pull the jet bridge away after the captain told her to load a jumpseater.

That's when you bring the agent a nice cup of Starbucks with a little exlax mixed in for that extra kick. ;)

My 2 cents
 

You can always go to another gate to try to list for the jumpseat, but, if there is no time left, tough noogies.

I was trying to commute on JetBlue out of FLL to LGA. Was on the phone with the nonrev people there as I was running from Terminal 1 to 3. She said she couldnt make the reservation because they were already in the process of boarding. I proceeded to the gate anyway, 15 minutes before departure time. Got to the gate, no one was left to board, however the line to enter the plane was backed up the jetbridge into the terminal. I went up to the gate agents, and they pretty much told me I was SOL, since I didnt list on the phone. I explained that they werent able to, and they refused to make the reservation for the JS in the computer. I sat there in the boarding area for 15 minutes starring at them, watching all 3 of them sit there behind their desk and do absolutely nothing twiddling their thumbs while the flight went out with 25 seats open...

Thats JBU policy and how they do things... JBU has always been one of the best and continue to be.
You missed the cutoff, deal with it... I have many times... and still have no problem with JBU as they 90% of the time go WAAAY out of their way for jumpseaters.

Nah. They can do better. And they should. Period.

You missed the cutoff. Just as we don't waive the contract/rules neither do they. Get there on time or don't expect to get on. It's not that hard.

I agree with this 100%. I have had JB captains stick their neck out for me BIG TIME. But the flip side is that I've dealt with one serious pain in the rear JB gate agent. Luckily a non-rev JB pilot witnessed the incident and alerted the operating captain who ensured I was boarded (at that point +10 departure time).

That being said, all of the above responses are why I choose NOT to commute or be a part of 121 operations. Been there, done that, not worth it.

That may have been me. Gate agents didn't want to help me. Said they didn't have time because of a bunch of late connections. Passengers were still boarding and I made eye contact with a guy who gave me a look of sympathy. A few minutes later the CA comes up and tells the agent he's not leaving without me. Best feeling in the world. The gate agents wouldn't look me in the eye or speak to me after that, but I thanked them for their help anyway.

To the guys and gals that come up and check- thank you very much! I always try to pay it forward and make the walk myself. I hope this story is repeated.

+1

I always try to check for any non-revs before I get to the plane. Time permitting, I'll make the walk back to the gate as well. I've had one CA criticise me for doing that because "that's not my job".:eek:

Of course, he doesn't commute.:rolleyes:

Had a bad experience in CVG many years ago. Got to the gate 30 min early to list for the jumpseat, but the Comair agent (typical Cincinnati Skyline chili mama) was too busy flirting with a Billy Dee Williams look a like to take notice of the five deep line of passengers waiting for her help. By the time I got to the front she started boarding and refused to list me even though I had been clearly waiting. My wife was traveling on an id90, had a seat assignment already, but that still did not motivate the agent to help. The agent at the next podium saw all of this and offered to list me while she boarded the flight, but the CVG mama yelled at the other agent and said DON'T touch my flight lol. It wouldn't have been a big deal, but it was the last flight to SGF that night and the whole point was to be home for some holiday event. I wrote a jumpseat report to my company, spoke to a supervisor at concourse C, and told all my Comair friends about the incident. Only bad experience in almost 15 years of jumpseating, by far most agents go out their way to help.

One work-around that has worked for me... List for the NEXT FLL-LGA flight, then have the gate agent use that record and roll you to the current flight. As long as the agent has a record created that they can work with, they should be able to get you on.

I love all these guys who are like well if your late your late. In my opinion if the door is open then the gate has time to get you on. Where I work we have done this for probably every airline out there. If you commute you know what it's like to be running your ass off to try and make it home, possibly on the last flight of the day. It literally takes the gate 2-3 minuets to check CASS and get you on. If it is ten minuets prior to departure and they are still dealing with revenue passengers for that flight, then that flight is not going out on time anyways. It comes down to pure laziness and power. I have had Captains that have told gate agents that they would not block out until the jump seater was on; and guess what all of a sudden they get in done in seconds and you are out on time with minuets to spare. If the gate would have done it to begin with 5 or 10 minuets earlier it wouldn't have even been an issue. And for those of you who are like hey thats tough, shame on you. We are all in an industry where we are away enough as it is. We may not all see eye to eye on many issues but we should all be sympathetic to those who are just trying to get to and from work. I think we can all do a better job making sure that our fellow pilots get in our empty seats.

Don't see them bringing coffee to the crew on board when non revving.

Gate Agents
 

Being a gate agent myself at one time.. I would load a CLT airplane in some random express airport, I would check the gate area before boarding and would ask if their on the non-rev list.. I don't list you on the non-rev list. There is required training the flight crew does so that they are familiar with these procedures. List either online or at the ticket counter before the gate. Also check yourself in, online or the ticket counter, it helps the process. I usually would clear my non-revs at 30 minutes prior no matter what. Checkin ends at 30 and my list is process by 29. If the flight checks in full. I will try to get whomever is at the gate on. I will coordinate with the flight crew to see if it is feasible. Usually they will run the numbers after boarding too if they think they can get them on. If

Word of advice. The gate agents job is fun but stressful. So if you want to make it... Walk my resume into the chief pilots office and I will get you on. If you make my flight late for any reason, don't except a seat on less its booked light. Just be thankful for gate agents, because if you cancel due to something other then weather or maintenance, then you rebook all passengers.

Hope this helps. I'm glad it was a past job though.

We'd all like to see it, but the consumer has spoken. Cheap, make it cheap. They'll click on the lowest cost ticket almost every time, driving margins down. Companies respond with reduced service, reduced staffing, and this has trickled into non-revving as well.

Another problem is performance pay for agents. If they make more $$ by getting a flight out on time, then jump-seaters are going to take a back seat to that.

It's easy to rag on the gate agents. I'll agree some of them are horrendous AND rude. However, did you ever stop to think how they're treated by some JSers?

I was a gate agent for a very short time at EWR. I'll never forget this one TOTD who walked up to me and snarled how he was tired, just got off a long flight from (insert international city here) and had better get a JS on this flight to MCO or he was "going to kill somebody." :rolleyes:

As CA I always preflight my jumpseat with a walk to the gate area to check for jumpseaters. Most of our agents have come to know me over the decades, and know enough to put them all on. They learn quickly that my plane isn't leaving folks behind.

These gate agent power trip stories are funny. They can't have one, unless you as PIC let them. Heck, even my FO's know to hold the flight if I'm not right there to do it until the folks get on. If I'm out grabbing the crew lunch, I expect my FO to be in charge in my absence and make sure they get on.

If more of us did this, eventually we'd stop hearing about the evil gate agent that screwed me this one time......

Well....I mean...not saying anything but that doesn't sound that bad. Bro was just tired.

....now normal pax on the other hand.... I don't know how gate agents keep their cool.

I see......
 

Oh, I get it...."bro" being tired gives him a pass to be rude and unprofessional. If a tired gate agent, FA or passenger used the "I'm gonna kill someone" if I don't get on this flight line would they get a pass as well?

Exactly, do your fricken job. I never understood these guys that bake cookies or spend hard earned money to get a coffee for these lazy disgruntled people. I think it's a culture problem with the gate agents where they don't respect anything not least of which are flight crew.