Wed, Apr 28, 2004
120 Customer Agents To Get The Ax
Some 120 customer service jobs at
Northwest Airlines are about to go the way of the dodo, to be
replaced by skycaps.
Both the agents, who make roughly $20/hr and the skycaps, who
earn half that, belong to the same union -- the International
Association of Machinists and Aerospace Workers.
Fifty customer service agents are expected to lose their jobs in
both Detroit and Minneapolis. Another 20 could get pink slips at
the company's Memphis hub.
They'll be replaced by about 80 skycaps, according to the union.
And the customer service reps are not happy campers.
"They feel they have been let down and betrayed by Northwest,"
said union president Robert DePace.
He said the skycaps make up much of the salary difference in
A Northwest spokeswoman said the switch to skycaps was prompted
by passengers' increased use of self-service kiosks. But she
admitted they won't be allowed to accept gratuities at those kiosks
-- nor will they be able to take tips from behind the ticket
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