Airline customer service agents subject to passenger threats, harassment, even assault, US survey
Nearly all of the 104 customer service agents polled by the U.S. Government Accountability Office say they experienced verbal harassment on the job.
Delta ticketing/gate agent's answer questions as they reroute stranded passengers at the Denver International Airport after a Delta Air Lines complete shutdown. August 08, 2016 in Arvada, CO.Almost half of all airline customer service agents, tasked with dealing with travelers frustrated by missed connections, canceled flights and ever-increasing fees, have been threatened and almost all have been verbally harassed, according to a new government report.
Some incidents are even more severe. More than 44% of the agents surveyed, including gate agents, said passengers have verbally threatened them in the last year, according to the survey, which was conducted in March and April of this year. More than 11% said they were physically assaulted and double that percentage said a passenger attempted to physically assault them.
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