lostinthewash

I was flying FRA - YYZ yesterday when I had a "discussion" with the gate agents (nothing threatening or abusive by either party). When I said that they weren't wearing name badges (one had an airport ID badge, but facing inwards, the other nothing at all) and could I have their names please, I was told "I don't have to tell you my name".

They were in AC clothes, as gate agents for an AC metal flight. The more senior one eventually did give me her name, but can she really not provide a name to a passenger when there has been a disagreement?

Edited - tried to edit thread title ... should be "their names"

yyznomad

Unless there's something I don't know about, this sounds about right - it has been like this for... a very long time (as an actual rule - union thing I believe)!

DaveTO

It's for security reasons. You could always describe the person/location/date where an incident occurred if you had a complaint

emcampbe

Sorry - I don't buy that "for security reasons" line.

I had a disagreement with a UA check in agent at YYZ, and I got the same thing - said she wouldn't give me her name. However, once I explained the situation to the station manager the next day, and without me having to even describe the agent, they knew who it was. Most of the UA staff at YYZ are great .

While I guess they are not required to give customers their name, not doing so would also give the customer stronger evidence that the agent is in fact, wrong. If the agent is in the right, why are they afraid about a complaint?

global happy traveller

i would just use... Gate #, Flight # and description of the GA

SFO777

I don't buy the "security reason" line either. But totally consistent with a "customer is the enemy" attitude.
If it is such a security issue, why do agents with numerous other airlines wear name tags?

cam_macleod

It's not a "ooooo terrorists" security reason, it's a personal security reason. I've discussed this with FAs before: they get stalked. They are allowed to have full name, first name only, a fake name, or no nametag at all. Describing their location and job role is sufficient for feedback, and gives them a comfort level because they don't know you.

Asking to speak with the station manager, or sending followup customer feedback, is absolutely the best route and does get traced to real people.

DanJ

"Last name's Business, first name's Nunoyer"

frostie

can one take a photo of the agent?

cam_macleod

Legally yes, but that's *really* unlikely to help their attitude toward you and your concerns. Better off taking notes, to be honest. Photos, especially after a discussion where you disagreed, can make the photo subject feel attacked or harassed, and that's not a good dynamic to be a part of when discussing travel and airport security.

http://www.photojunkie.ca/archive/20...-photographer/

Zeehe

I understand the privacy concern of giving the full name (although I have to give them my full name as well, right)... So what about the number on their badge?

*Story on the side: I had trouble with a GA recently and I asked for her identification. I was calm and polite, she was not. She told me she will only identify herself towards the police. Since law was on my side in the matter itself and I had time, I indeed came back with an officer two minutes later. When she saw us walking towards the gate she literally ran off - leaving the gate to her colleague for a "quick break" and wasn't seen anymore that day. Not to mention that I filed a complaint with both, airport and airline. The officer then supported as a witness and provided his badge number for identification purpose. Results pending...

NordsFan

Really ? Why not ?

What about stuff posted in this forum no later than 06OCT 2010:


"Got back to the airport, but for the Maple Leaf lounge I would have probably went postal. I was blatantly lied to by numerous agents, however 1 or 2 also did try to help."

"At that time I could have killed that agent."

Some would say: "But surely the poster doesn't REALLY mean that !?"........hmmmmmmm.........who knows.

You don't need names. Time and place, gate and flight numbers and BP notations would be sufficient for AC to determine which of its employees were involved in a situation with a customer, IF the customer chose to file a complaint.

NordsFan

I like the SD who I flew with on YYZ-LHR back in 2005. Goes by the pseudonym "Bob Loblaw".

Like he told me: say it fast and repeatedly !

SFO777

If it is such a security risk, why do employees at other airlines not have a problem wearing name tags? Then again, perhaps it's an AC thing, fostered by a different corporate culture where the customer does not come first.

tomh009

Employee number (or equivalent) would probably be the right piece of information -- uniquely identifies the employee but does not expose any personal information.