Last year, your AFA Alaska Master Executive Council (MEC) introduced the AFA Alaska online support center.  The system is designed for you to document and report scheduling and reserve concerns, situations where you might be facing discipline, potential contractual grievances, and any other issue where you might need AFA support.  The system also allows AFA representatives to better track issues that are occurring, identify trends, and address and resolve issues with management.

You can access the system using the following link:

Reporting New Issues

You can report a new issue in the system by opening a ticket, just follow these steps:

1. Visit http://support.afaalaska.org/
2. Click the blue “Open a New Ticket” button
3. Fill in your personal information (including a non-company email address)
4. Select the help topic that relates to the issue
5. Fill in the issue-specific information and provide details

From this screen, you’ll also be able to attach pictures, PDF files, screenshots, and other information that will help your AFA representatives to have more information available about the issue.

Once you’ve opened a ticket, you’ll receive a confirmation email and with a ticket number.  Behind the scenes, your ticket will be assigned to an AFA representative who will assist you with the issue.

What Happens Next

The AFA representative assigned to your case will work with management to determine a resolution.  If management agrees, then the representative will contact you and advise you of the resolution.  If AFA and management do not agree, the AFA representative might escalate the issue.

What are SRB and ADR?

When the AFA representative assigned to your case and management are unable to come to a mutually acceptable resolution, the AFA representative might escalate the issue to Scheduling Review Board (SRB) if the issue is related to scheduling or Alternative Dispute Resolution (ADR) for all other issues.

SRB and ADR meetings are typically held every other week. Issues can sometimes take a few months to resolve based on the work and discussion involved between management and AFA. If an issue gets resolved in SRB/ADR, the AFA representative assigned to your case will contact  you and advise you of the outcome.

Grievances

If there is no resolution in SRB or ADR and there is a contractual violation, AFA will file a grievance.  Contractual grievances must go through the grievance procedures as outlined in section 19 of the Flight Attendant Contract.  If the grievance is not resolved there, it may be escalated to the System Board of Adjustment, where the case would be heard before a neutral arbitrator.  Information about the System Board of Adjustment can be found in section 20 of the Flight Attendant Contract.

Checking on Open Issues 

With your ticket number, you can track the status of the ticket online, add additional information and attachments for your AFA representative to have available.  To check on your ticket:

1. Visit http://support.afaalaska.org
2. Click the green “Check Ticket Status” button
3. Enter your email address and ticket number
4. Click the “View Ticket” button

As always, the more information and evidence you attach to the ticket (i.e., screenshots, emails, etc.), the better your AFA representatives can assist you.

Questions?

If you have questions about reporting issues to AFA or how issues get resolved, please contact your Local Grievance Committee.

In Solidarity,

Your MEC – Jeffrey Peterson, Brian Palmer, Linda Christou, Lisa Pinkston, Terry Taylor, Mario de’Medici, Melissa Osborne, Tim Green, Brice McGee; and MEC Grievance Committee Chairperson Stephanie Adams