Crisis In the Airline Service Industry

Accounts From a Survey of LAX Passenger Service Workers

A survey of LAX passenger service workers conducted by Los Angeles Alliance for a New Economy (LAANE) reveals that many personnel are provided with inadequate resources and training to provide passengers with the safest and most effective service possible.

Security Personnel at airport terminals, gates and cargo facilities report that they do not receive adequate training in a number of crucial areas including how to spot fake IDs, how to respond in the event of an emergency, crowd control, and airport evacuation. Security workers search airplanes for explosives and other suspicious items, but many report they have not received training on what to look for or what to do if they find dangerous items to keep themselves and others safe.

Wheelchair Assistance workers that bring senior passengers and passengers with disabilities safely to their destinations report that they are not getting adequate training on how to safely lift a passenger into the wheelchair, they are sometimes forced to push two chairs at a time, the wheelchairs are broken and dangerous, nor are they getting basic training on how to deal with medical emergencies which could happen at any time given the airline passengers they are providing service to.
 
Cabin Cleaners and Janitors are responsible for ensuring that aircraft and terminal interiors and restrooms are clean and safe for air travelers, but many report they are not given adequate equipment to properly sterilize tray tables and lavatories. Because of chronic understaffing, cabin cleaners are unable to consistently change out all the dirty blankets and pillows even though CDC has identified effective cabin cleaning as a critical component of preventing outbreaks of foreign communicable diseases.

Sky Caps and Baggage Handlers are often the first contact that passengers have at the airport, yet have little to no training in identifying suspicious behavior or objects.  Sky Caps and baggage handlers also frequently face insufficient staffing to assist passengers and move luggage at a reasonable speed.

The results of this survey were released in the June 2007 report, “Under the Radar: How Airline Outsourcing of Passenger Services Compromises Security and Service Quality at LAX.”