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        You are here: Home / Archives for online support center

        AFA Alaska Online Support Back Online

        August 26, 2022 14:56

        We are pleased to report that the AFA Alaska Online Support Center (support.afaalaska.org) is now back online and fully operational.  AFA representatives have started the process of reviewing outstanding tickets that were filed prior to the outage occurring last Thursday, August 18.  If you filed a ticket prior to August 18th or after the system came back online today, your patience is greatly appreciated as our AFA volunteers begin to work through the backlog.

        Filed Under: AFA News Now Tagged With: online support center, system outage

        AFA Alaska Online Support Center Outage

        August 24, 2022 10:26

        As we initially reported last Thursday, August 18, we are continuing to experience an outage to the AFA Alaska Online Support Center.  Though we were initially advised by our hosting provider that the issue would resolve within 48 hours, that has not been the case and the website remains inoperable.  The issue has been escalated with our hosting provider and we are continuing to monitor their progress.  Unfortunately, we do not have an estimated time that the website will return to operation.

        As long as the system is down, please email your LEC Officers directly if you have an issue to report to AFA. Contact information is below.

        BASEEMAIL
        ANCanc@afaalaska.org
        LAXlax@afaalaska.org
        PDXpdx@afaalaska.org
        SANsan@afaalaska.org
        SEAsea@afaalaska.org
        SFOsfo@afaalaska.org

        Filed Under: AFA News Now Tagged With: online support center, system outage

        AFA Alaska Online Support Center Outage

        August 18, 2022 21:59

        At around 6 PM Pacific time this evening (Thursday, August 18) the AFA Alaska Online Support Center at support.afaalaska.org went offline due to an issue with our hosting provider. We are currently working to resolve the issue but have been advised that it may take up to 48 hours to restore the system. As long as the system is down, please email your LEC Officers directly if you have an issue to report to AFA. Contact information is below.

        BaseEmail
        ANCanc@afaalaska.org
        LAXlax@afaalaska.org
        PDXpdx@afaalaska.org
        SANsan@afaalaska.org
        SEAsea@afaalaska.org
        SFOsfo@afaalaska.org

        Filed Under: AFA News Now Tagged With: online support center, system outage

        AFA Issue Reporting and Resolution

        May 23, 2018 12:00

        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:

        Click here to access the AFA Alaska Online Support Center

        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

        Filed Under: Grievance Committee, Latest News, Reserve Committee, Scheduling Committee Tagged With: 2018, Grievance Committee, online reporting, online support center, Reserve Committee, Scheduling Committee

        AFA Online Issue Reporting Is Here!

        June 13, 2017 15:00

        Your AFA Alaska Master Executive Council (MEC) is excited to introduce the new AFA Alaska online support center.  This new 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 will also allow 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:

        http://support.afaalaska.org

        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.

        Checking on Open Issues 

        With your ticket number, you’ll be able to 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

        Questions?

        If you have any questions about the AFA online support center or need assistance with an issue, you can always contact your LEC Officers.

        In Solidarity,

        Your MEC – Jeffrey Peterson, Brian Palmer, Linda Christou, Lisa Pinkston, Laura Masserant, Cathy Gwynn, Melissa Osborne, Tim Green and Brice McGee

        Filed Under: Contract, Grievance Committee, Latest News, Master Executive Council (MEC), Reserve Committee, Scheduling Committee Tagged With: 2017, contract, grievance, issue reporting, online support center, Reserve, Scheduling

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        Need Help?

        Have an issue or concern to report to AFA?  Click here to access the AFA Alaska online support center.

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