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Wed, Apr 28, 2004

More Layoffs At NWA

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 tips.

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 counter.

FMI: www.iamaw.org, www.nwa.com

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