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Under
                      the
                  Radar
 How Airline Outsourcing of Passenger Services
Compromises Security and Service Quality at LAX




                  Carolina Briones
                   Aiha Nguyen

       Los Angeles Alliance for a New Economy
                       July 2007
“I was told to search the airplane cabin for suspicious
items, but I never had training on what kinds of things
I should look for.”
                 —Xiomara Osorio, LAX passenger service worker




“You have to be careful lifting people with disabilities or
else you’ll injure the passenger and yourself. A while back,
a passenger in a wheelchair was dropped and got hurt
pretty badly. The attendant felt terrible, but he had no
training on how to do this correctly.”
                 —Tim Maddox, LAX passenger service worker




“Our equipment is not well maintained, and it’s not safe
for the passengers or for us. Few of the wheelchairs
I use have brakes that work, so I have to hold onto the
wheelchair to keep it from moving.”
                 —Carolina Franco, LAX passenger service worker




                                Under the Radar
                                       i
Executive Summary




Introduction                                                    government has made major investments in technology
                                                                and staffing to prevent terrorist attacks at airports.
Los Angeles International Airport (LAX) is one of the
city’s most prized public assets. As the fifth-largest          However, these efforts to improve airport security and
passenger airport in the world, LAX is a major economic         operations at LAX are undermined by the airlines’
engine for the Los Angeles region. Given the airport’s          contracting system, which jeopardizes public safety and
importance to the regional economy, local officials             undermines the quality of services provided to passengers.
have recently undertaken major initiatives to improve           Our survey of nearly 300 passenger service workers at LAX
operations at LAX. Los Angeles World Airports (LAWA),           has found that the airlines have allowed their contractors to
the city agency that operates LAX, will spend $11 billion       put the security and the health of the public at risk, while
over the next decade upgrading and renovating the               failing to provide adequate services for passengers with
airport’s terminal buildings and runways.                       disabilities. Meanwhile, LAWA has little oversight in this
                                                                area, even though these contractors provide vital security
The airport’s size and prominence also make it a prime          and passenger services on airport property. Although the
terrorist target. Al-Qaeda plotted to bomb the airport in       duties of airline contracted service workers are vital to the
1999, seeing it as a symbol of American commerce. Since         health and safety of the traveling public, these workers are
September 11, 2001, airports have become one of the             poorly compensated, receive little training, and have few
highest priorities for homeland security, and the federal       incentives to stay in their jobs long term.
                                                     Under the Radar
                                                     Under the Radar
Findings
Airlines are compromising security at LAX by failing to                     About Passenger Service Workers
ensure that their contractors provide adequate training to                  This report focuses on passenger services that are
passenger service workers.                                                  provided by airline contractors in areas frequented by
                                                                            the public. There are an estimated 2,500 passenger
   •	 At
      	 LAX, it is possible to board an airplane with only a                service workers at LAX employed by companies that
     contracted security worker checking the passenger’s                    contract with the airlines. Passenger service work
     ID. However, less than 20 percent of surveyed                          is integral to airport operations and includes the
     workers with security duties have received formal                      following important functions:
     training on spotting fake IDs.
                                                                            Security:.Searching airplanes for suspicious items,
   •	 Less
      	   than 25 percent of surveyed workers with                          guarding airplanes, staffing security checkpoints,
     security duties have received formal training on                       handling screened baggage
     conducting plane searches for dangerous items.
                                                                            Customer Service:.Escorting elderly and passengers
     Workers say they have as little as 15 minutes to
                                                                            with disabilities, handling baggage
     conduct these searches.
                                                                            Public Health:.Cleaning airplane cabins, including
   •	 Only
      	    one in four surveyed workers with security                       food storage areas and restrooms
     duties has received training in identifying suspicious
     behavior. Other airports such as Boston’s Logan
     International and Miami International have instituted                   with disabilities. Workers allege that Aero Port Services
     training for all airport employees in “behavior                         is not providing the training and staffing required
     pattern recognition,” which employs advanced                            under the Air Carrier Access Act (ACAA).
     techniques for identifying suspicious behavior.
                                                                        Airline cost-cutting is jeopardizing the health of the
   •	 Only
      	   10 percent of passenger service workers                       public and undermining service quality.
     surveyed have received formal training in terminal                    • More than one-third of cabin cleaners surveyed said
     evacuation and emergency procedures.                                    they sometimes don’t have enough time or staff to
                                                                             change all the pillowcases and blankets on the plane. As
Airlines at LAX are not providing adequate services
                                                                             a result, passengers may be coming into close contact
to passengers with disabilities and the elderly due to
                                                                             with used items that could spread germs and disease.
equipment problems, lack of training, and understaffing.
   •	 	 n
      I recent years, major airlines such as Northwest,                    •	 More
                                                                              	     than half of all workers surveyed said they
     America West, Southwest, and JetBlue have been                          often do not have adequate equipment or enough
     found by the U.S. Department of Transportation                          staff to do their jobs well.
     (DOT) to be violating federal regulations protecting
     passengers with disabilities. In 2005, 13,000 disability-          Multiple contractors operating in the same terminal for
     related complaints were filed with DOT against the                 different airlines creates an inefficient system that is
     airlines.                                                          inconsistent and lacks coordination.
                                                                           •	 At
                                                                              	 the Tom Bradley International Terminal, seven
   • At LAX, 75 percent of wheelchair attendants surveyed                    different passenger service contractors operate
     reported problems with broken or malfunctioning                         simultaneously.
     wheelchairs and nearly a third said a passenger
     has been in danger due to equipment problems or                       •	 Standards
                                                                              	         are inconsistent across airlines and
     lack of training. More than 60 percent of wheelchair                    terminals. Workers report that contractors provide
     attendants surveyed have not received formal training                   more wheelchairs to airlines that complain the
     in how to lift a passenger with a disability.                           loudest, rather than to those that have the most
                                                                             passengers in need.
   •	 Passenger service workers at LAX have filed a
      	
     complaint with the Department of Transportation                       •	 Fierce
                                                                              	       competition between airlines means they have
     alleging that a major contractor and its client airlines are            little incentive to share resources to meet unexpected
     in violation of federal regulations protecting passengers               passenger demands. For example, airlines using


                                                         Under the Radar
                                                         Under the Radar
different contractors for wheelchair service in                       •	 Taxpayers bear the costs of poverty jobs when
                                                                              	
     the same terminal will not call on each other for                        workers rely on government assistance programs and
     assistance if there is a sudden high demand.                             overburdened public health facilities.

Contracted security workers are still working in pre-9/11
conditions, with little training, poor compensation, and
few incentives to stay in their jobs long term.
                                                                        Recommendations
                                                                        In the absence of federal standards, and with the airlines
   •	 Before
      	     9/11, airport security screeners were                       focused on their bottom line, Los Angeles World Airports
     contracted by the airlines. They became federal                    (LAWA) has an important role to play in increasing
     employees in an effort to improve security by                      accountability.
     increasing training, improving compensation, and
     reducing employee turnover.                                           • LAWA should follow the lead of other airports, such
                                                                             as San Francisco International Airport and airports in
   •	 Contracted passenger service workers have important
      	                                                                      Europe, which have greater oversight regarding the
     security functions, yet still face substandard conditions.              provision of vital airport services.

   •	 Turnover is high among passenger service workers
      	                                                                    • LAWA should use a competitive bidding process to
     surveyed. Twenty-five percent of passenger service workers              select a group of pre-qualified airline contractors that
     have been at their job for less than a year and more than 50            are allowed to operate at its airports.
     percent have been there for three years or less.
                                                                           •	 	 AWA should institute performance standards for
                                                                              L
Passenger service jobs contribute to poverty in many                          passenger service contractors. Setting standards
low-income communities already affected by airport air                        for employee training, service quality, security
pollution and noise.                                                          procedures and job quality will address some of the
   •	 	 he average earnings of surveyed workers are less than
      T                                                                       problems documented in this report.
      $19,000 per year, which is not enough to meet the cost of
      basic necessities for living in Los Angeles. On average,             •	 	 AWA should enforce its performance standards by
                                                                              L
      workers surveyed have to pay more than $3,000 per                       imposing penalties on contractors that fail to meet them.
      year for family health coverage, if it is available at all.             There should be a process for workers and members of
                                                                              the public to file complaints against contractors.
   •	 	 ore than 60 percent of workers surveyed live
      M
      in high-poverty communities surrounding the                          • LAWA should limit the overall number of passenger
      airport and in South Los Angeles. Many of these                        service contractors in order to improve efficiency and
      communities bear the brunt of airport emissions and                    coordination. LAWA should also limit the number of
      lie in its flight path.                                                contractors that operate in each terminal.




                                                         Under the Radar
                                                         Under the Radar
Passenger service
     workers perform
    important security
  functions and are the
  airports’ ambassadors
  to the public. Much of
   a passenger’s airport
experience will be shaped
 by the services provided
  by checkpoint staffers,
  baggage porters, and
 wheelchair attendants.

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Under The Radar (Summary)

  • 1. Under the Radar How Airline Outsourcing of Passenger Services Compromises Security and Service Quality at LAX Carolina Briones Aiha Nguyen Los Angeles Alliance for a New Economy July 2007
  • 2. “I was told to search the airplane cabin for suspicious items, but I never had training on what kinds of things I should look for.” —Xiomara Osorio, LAX passenger service worker “You have to be careful lifting people with disabilities or else you’ll injure the passenger and yourself. A while back, a passenger in a wheelchair was dropped and got hurt pretty badly. The attendant felt terrible, but he had no training on how to do this correctly.” —Tim Maddox, LAX passenger service worker “Our equipment is not well maintained, and it’s not safe for the passengers or for us. Few of the wheelchairs I use have brakes that work, so I have to hold onto the wheelchair to keep it from moving.” —Carolina Franco, LAX passenger service worker Under the Radar i
  • 3. Executive Summary Introduction government has made major investments in technology and staffing to prevent terrorist attacks at airports. Los Angeles International Airport (LAX) is one of the city’s most prized public assets. As the fifth-largest However, these efforts to improve airport security and passenger airport in the world, LAX is a major economic operations at LAX are undermined by the airlines’ engine for the Los Angeles region. Given the airport’s contracting system, which jeopardizes public safety and importance to the regional economy, local officials undermines the quality of services provided to passengers. have recently undertaken major initiatives to improve Our survey of nearly 300 passenger service workers at LAX operations at LAX. Los Angeles World Airports (LAWA), has found that the airlines have allowed their contractors to the city agency that operates LAX, will spend $11 billion put the security and the health of the public at risk, while over the next decade upgrading and renovating the failing to provide adequate services for passengers with airport’s terminal buildings and runways. disabilities. Meanwhile, LAWA has little oversight in this area, even though these contractors provide vital security The airport’s size and prominence also make it a prime and passenger services on airport property. Although the terrorist target. Al-Qaeda plotted to bomb the airport in duties of airline contracted service workers are vital to the 1999, seeing it as a symbol of American commerce. Since health and safety of the traveling public, these workers are September 11, 2001, airports have become one of the poorly compensated, receive little training, and have few highest priorities for homeland security, and the federal incentives to stay in their jobs long term. Under the Radar Under the Radar
  • 4. Findings Airlines are compromising security at LAX by failing to About Passenger Service Workers ensure that their contractors provide adequate training to This report focuses on passenger services that are passenger service workers. provided by airline contractors in areas frequented by the public. There are an estimated 2,500 passenger • At LAX, it is possible to board an airplane with only a service workers at LAX employed by companies that contracted security worker checking the passenger’s contract with the airlines. Passenger service work ID. However, less than 20 percent of surveyed is integral to airport operations and includes the workers with security duties have received formal following important functions: training on spotting fake IDs. Security:.Searching airplanes for suspicious items, • Less than 25 percent of surveyed workers with guarding airplanes, staffing security checkpoints, security duties have received formal training on handling screened baggage conducting plane searches for dangerous items. Customer Service:.Escorting elderly and passengers Workers say they have as little as 15 minutes to with disabilities, handling baggage conduct these searches. Public Health:.Cleaning airplane cabins, including • Only one in four surveyed workers with security food storage areas and restrooms duties has received training in identifying suspicious behavior. Other airports such as Boston’s Logan International and Miami International have instituted with disabilities. Workers allege that Aero Port Services training for all airport employees in “behavior is not providing the training and staffing required pattern recognition,” which employs advanced under the Air Carrier Access Act (ACAA). techniques for identifying suspicious behavior. Airline cost-cutting is jeopardizing the health of the • Only 10 percent of passenger service workers public and undermining service quality. surveyed have received formal training in terminal • More than one-third of cabin cleaners surveyed said evacuation and emergency procedures. they sometimes don’t have enough time or staff to change all the pillowcases and blankets on the plane. As Airlines at LAX are not providing adequate services a result, passengers may be coming into close contact to passengers with disabilities and the elderly due to with used items that could spread germs and disease. equipment problems, lack of training, and understaffing. • n I recent years, major airlines such as Northwest, • More than half of all workers surveyed said they America West, Southwest, and JetBlue have been often do not have adequate equipment or enough found by the U.S. Department of Transportation staff to do their jobs well. (DOT) to be violating federal regulations protecting passengers with disabilities. In 2005, 13,000 disability- Multiple contractors operating in the same terminal for related complaints were filed with DOT against the different airlines creates an inefficient system that is airlines. inconsistent and lacks coordination. • At the Tom Bradley International Terminal, seven • At LAX, 75 percent of wheelchair attendants surveyed different passenger service contractors operate reported problems with broken or malfunctioning simultaneously. wheelchairs and nearly a third said a passenger has been in danger due to equipment problems or • Standards are inconsistent across airlines and lack of training. More than 60 percent of wheelchair terminals. Workers report that contractors provide attendants surveyed have not received formal training more wheelchairs to airlines that complain the in how to lift a passenger with a disability. loudest, rather than to those that have the most passengers in need. • Passenger service workers at LAX have filed a complaint with the Department of Transportation • Fierce competition between airlines means they have alleging that a major contractor and its client airlines are little incentive to share resources to meet unexpected in violation of federal regulations protecting passengers passenger demands. For example, airlines using Under the Radar Under the Radar
  • 5. different contractors for wheelchair service in • Taxpayers bear the costs of poverty jobs when the same terminal will not call on each other for workers rely on government assistance programs and assistance if there is a sudden high demand. overburdened public health facilities. Contracted security workers are still working in pre-9/11 conditions, with little training, poor compensation, and few incentives to stay in their jobs long term. Recommendations In the absence of federal standards, and with the airlines • Before 9/11, airport security screeners were focused on their bottom line, Los Angeles World Airports contracted by the airlines. They became federal (LAWA) has an important role to play in increasing employees in an effort to improve security by accountability. increasing training, improving compensation, and reducing employee turnover. • LAWA should follow the lead of other airports, such as San Francisco International Airport and airports in • Contracted passenger service workers have important Europe, which have greater oversight regarding the security functions, yet still face substandard conditions. provision of vital airport services. • Turnover is high among passenger service workers • LAWA should use a competitive bidding process to surveyed. Twenty-five percent of passenger service workers select a group of pre-qualified airline contractors that have been at their job for less than a year and more than 50 are allowed to operate at its airports. percent have been there for three years or less. • AWA should institute performance standards for L Passenger service jobs contribute to poverty in many passenger service contractors. Setting standards low-income communities already affected by airport air for employee training, service quality, security pollution and noise. procedures and job quality will address some of the • he average earnings of surveyed workers are less than T problems documented in this report. $19,000 per year, which is not enough to meet the cost of basic necessities for living in Los Angeles. On average, • AWA should enforce its performance standards by L workers surveyed have to pay more than $3,000 per imposing penalties on contractors that fail to meet them. year for family health coverage, if it is available at all. There should be a process for workers and members of the public to file complaints against contractors. • ore than 60 percent of workers surveyed live M in high-poverty communities surrounding the • LAWA should limit the overall number of passenger airport and in South Los Angeles. Many of these service contractors in order to improve efficiency and communities bear the brunt of airport emissions and coordination. LAWA should also limit the number of lie in its flight path. contractors that operate in each terminal. Under the Radar Under the Radar
  • 6. Passenger service workers perform important security functions and are the airports’ ambassadors to the public. Much of a passenger’s airport experience will be shaped by the services provided by checkpoint staffers, baggage porters, and wheelchair attendants.