Posts: 2047
Joined: Fri Jun 11, 1999 12:32 am

Airline Partnerships At Airports, Do They Work?

Tue Sep 17, 2002 12:48 pm

What I am referring to is the agreements airlines set up at each airport.

For example, at BOS, United handles Swiss and Delta handles AF.

On the EMPLOYEE-RELATIONS level, does it work? Do people enjoy it? Is there tension? Do people get along?

I'm interested to see what people have to say before going on with how it works between DL and AF at BOS.

I know that in the end, it all breaks down to $$$ and profits  Big grin

hoping that it's ok to discuss this here  Big grin
Bonjour Chef!
Posts: 249
Joined: Fri Feb 23, 2001 4:43 am

RE: Airline Partnerships At Airports, Do They Work?

Tue Sep 17, 2002 1:38 pm

At PHL the AF/DL relationship is quite good. Of course there are times when the two different ideologies are somewhat frustrating, but the responsibilities of each group are well defined. On a personal level there are many friendships that have developed and people socialize very well.
Posts: 2047
Joined: Fri Jun 11, 1999 12:32 am

RE: Airline Partnerships At Airports, Do They Work?

Tue Sep 17, 2002 9:34 pm


That is very nice to hear.

At BOS, our working relationship is good enough to satisfy our passengers and to get our planes out on time (when Paris sends us the planes on time of course  Big grin)

There are times when I wish that I could do our own check-in, do our own gate work only because the Air France standards or philosophies are a tad different than Delta's.

And I'm going to be frank here, I think Delta at BOS has a lot of work to do in terms of customer service (treating the passenger well, being polite and courteous). For example, there have been times when an agent, out of pure laziness has flat out lied about that there weren't any other seats available to make a seat change when I could see clearly on their (awesome) seat map system that there was. It was not my place to say anything but I was disappointed. Makes me think those "balises" are so important.

Delta agents at BOS also feel that they are like "finger puppets", having to help us out. Sometimes I think to myself that they could go work for another airline that does not have an alliance, or go work at another airport if they do not like the partnership that is set up. I do, however, recognize very well, that it can be hard having another airline telling you what to do. But you know what? If you can do it the way it's supposed to be done, there won't be any problems. But not all the agents are bad, there are some really great ones who work very well and know how to treat the customer well, it's just that they are few and far between.

Yesterday, our plane towed from Terminal E to the gate at TermC around 4p, nice and early/on time. I'm not qualified to put the jetway on the plane nor do I have the keys to do it so usually what i do, if no DL agents are at our gate, I ask an agent from the gate next to us to help me out. 9/10 times, it's never a problem, they're more than happy to do it, I'm just polite in asking so i said "excuse me for bothering you, would one of you be willing to help me out and put the jetway on the plane?" One wasn't qualified to do it, so that's cool...the other said in some surly tone "I don't do Air France" which instantaneously got me ripped. She said "there's a PSA (supervisor] coming down" and so I left and walked down the hallway on the way back to our gate, I went back to her and said "It's not really a question of whether or not you do Air France, it's whether or not you were willing to help" and then walked away. They were dumbfounded. Later, when I come down from our plane, she comes to our gate and asks to speak to me...we go into the jetway, she said that she didn't like my sarcastic tone, which wasn't sarcastic, it was very straight forward and mean, but not sarcastic. Oh and she goes "we all work together here, we're going to need to get along" (actually, i'm just thinking, he she says we all work togheter, then why didn't she help me?) and goes "we can become friends if you want" so I said "well, for me, work is work, i don't make friends" (I don't really mean that but...i don't look to make friends on purpose) and she said "well, i'll take this up with my manager then" and she left. I told our ass't station manager just to let him know in case he heard anything. He said that if i had called a supervisor, they probably would have had her do it anyway. OH AND, the person who did help me out came from the other end of the terminal to do so he said to me that he wondered why one of the ladies from the gate next door couldn't do it so i told him and he was surprised. It's small things like that that almost characterize how it is at BOS.

Anyway, I know someone from BOS is going to read this and then flame me or print it out and show it to everyone at the airport haha. None of it is personal, of course...like I said above, work is work for me (of course I'm going to be friendly with those who are equally friendly back!) I was just curious to know how it works for other airlines, not just AF/DL.

Looking forward to more input!

Bonjour Chef!

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