Gate Agents: Pawns of the Airline Industry

Gate agents are on the front lines. Whether it is a traffic management initiative put in place by air traffic control, weather delays, mechanical delays, a missing bag, an error at a check-in counter or any of the multitude of possible issues that can affect a flight, it is most often the gate agent that has to deal with the customer face-to-face and address or respond to what is being presented to them. (www.nycaviation.com) Más...