Narrative:

It is my perception that the problem arose out of extreme pressure by company management placed upon gate agents to get passenger flts out of the gate on time or as quickly as possible. Two contributing factors were: the time of night, and company understaffing of the passenger service handling personnel, including gate agents. While waiting to depart from gate #XXX in lax, air carrier flight number received an interphone call from the tug driver asking if we had clearance to push back from the gate. After a quick glance out of the cockpit window, the captain determined that the jetway had been pulled away from the aircraft. Then looking rearward, the captain saw that the so's panel indicated that the forward entrance door was closed and locked. The so confirmed this and at the same time advised the captain that there were a number of people standing in the aisle. The captain looked rearward and saw that there was still a group of passenger looking for seats and that the flight attendant were diligently attempting to assist them. The captain opened the left cockpit window and motioned to the gate agent to come out on the jetway as she was standing back a few ft from the jetway door. She walked out onto the jetway nearer to the airplane and the captain said, 'you are supposed to stay on the aircraft until everyone is seated.' the agent said that she couldn't hear. The captain repeated louder, 'you're supposed to stay on the aircraft until everyone is seated.' the agent responded, 'yes, I know, sorry.' the captain then turned and looked rearward momentarily and saw several people still standing in the aisle of the aircraft with the flight attendants assisting them with the carry-on baggage. He then looked back out of the aircraft window and the gate agent was gone. Several mins later, all of the passenger were seated and flight pushed back from gate xx mins after scheduled departure time. By her own admission, the gate agent violated company policy. My greater concern was that the safety of a full aircraft load of passenger and the entire flight crew plus a jump seat rider was compromised. This unsafe practice could mean disaster if a situation arose whereby we would have to evacuate/evacuation the aircraft without the jetway available. Lest we forget the oxygen fire at salt lake city. I have suggested in a previous C10R on mar/xx/94, that there is a serious need to reiterate the necessity of gate agents remaining on the aircraft until all carry-on baggage is stowed and passenger are seated.

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Original NASA ASRS Text

Title: CAPT OF AN LGT ACR ACFT COMPLAINT REGARDING THE PAX JETWAY BEING WITHDRAWN FROM THE ACFT PRIOR TO THE SEATING AND CARRY-ON STORAGE OF ALL PAX OBSERVED BY THE STATION AGENT.

Narrative: IT IS MY PERCEPTION THAT THE PROB AROSE OUT OF EXTREME PRESSURE BY COMPANY MGMNT PLACED UPON GATE AGENTS TO GET PAX FLTS OUT OF THE GATE ON TIME OR AS QUICKLY AS POSSIBLE. TWO CONTRIBUTING FACTORS WERE: THE TIME OF NIGHT, AND COMPANY UNDERSTAFFING OF THE PAX SVC HANDLING PERSONNEL, INCLUDING GATE AGENTS. WHILE WAITING TO DEPART FROM GATE #XXX IN LAX, ACR FLT NUMBER RECEIVED AN INTERPHONE CALL FROM THE TUG DRIVER ASKING IF WE HAD CLRNC TO PUSH BACK FROM THE GATE. AFTER A QUICK GLANCE OUT OF THE COCKPIT WINDOW, THE CAPT DETERMINED THAT THE JETWAY HAD BEEN PULLED AWAY FROM THE ACFT. THEN LOOKING REARWARD, THE CAPT SAW THAT THE SO'S PANEL INDICATED THAT THE FORWARD ENTRANCE DOOR WAS CLOSED AND LOCKED. THE SO CONFIRMED THIS AND AT THE SAME TIME ADVISED THE CAPT THAT THERE WERE A NUMBER OF PEOPLE STANDING IN THE AISLE. THE CAPT LOOKED REARWARD AND SAW THAT THERE WAS STILL A GROUP OF PAX LOOKING FOR SEATS AND THAT THE FA WERE DILIGENTLY ATTEMPTING TO ASSIST THEM. THE CAPT OPENED THE L COCKPIT WINDOW AND MOTIONED TO THE GATE AGENT TO COME OUT ON THE JETWAY AS SHE WAS STANDING BACK A FEW FT FROM THE JETWAY DOOR. SHE WALKED OUT ONTO THE JETWAY NEARER TO THE AIRPLANE AND THE CAPT SAID, 'YOU ARE SUPPOSED TO STAY ON THE ACFT UNTIL EVERYONE IS SEATED.' THE AGENT SAID THAT SHE COULDN'T HEAR. THE CAPT REPEATED LOUDER, 'YOU'RE SUPPOSED TO STAY ON THE ACFT UNTIL EVERYONE IS SEATED.' THE AGENT RESPONDED, 'YES, I KNOW, SORRY.' THE CAPT THEN TURNED AND LOOKED REARWARD MOMENTARILY AND SAW SEVERAL PEOPLE STILL STANDING IN THE AISLE OF THE ACFT WITH THE FLT ATTENDANTS ASSISTING THEM WITH THE CARRY-ON BAGGAGE. HE THEN LOOKED BACK OUT OF THE ACFT WINDOW AND THE GATE AGENT WAS GONE. SEVERAL MINS LATER, ALL OF THE PAX WERE SEATED AND FLT PUSHED BACK FROM GATE XX MINS AFTER SCHEDULED DEP TIME. BY HER OWN ADMISSION, THE GATE AGENT VIOLATED COMPANY POLICY. MY GREATER CONCERN WAS THAT THE SAFETY OF A FULL ACFT LOAD OF PAX AND THE ENTIRE FLC PLUS A JUMP SEAT RIDER WAS COMPROMISED. THIS UNSAFE PRACTICE COULD MEAN DISASTER IF A SIT AROSE WHEREBY WE WOULD HAVE TO EVAC THE ACFT WITHOUT THE JETWAY AVAILABLE. LEST WE FORGET THE OXYGEN FIRE AT SALT LAKE CITY. I HAVE SUGGESTED IN A PREVIOUS C10R ON MAR/XX/94, THAT THERE IS A SERIOUS NEED TO REITERATE THE NECESSITY OF GATE AGENTS REMAINING ON THE ACFT UNTIL ALL CARRY-ON BAGGAGE IS STOWED AND PAX ARE SEATED.

Data retrieved from NASA's ASRS site as of July 2007 and automatically converted to unabbreviated mixed upper/lowercase text. This report is for informational purposes with no guarantee of accuracy. See NASA's ASRS site for official report.