Narrative:

On arrival, young couple with baby were waiting on jetway for stroller and car seat. They had gate checked items in den. First officer was unable to find items. 86 min ground time in den. Bos: during preflight, first officer discovered flat tire. It took maintenance approximately 2 hours to change tires. Sna: there were 3 ramp persons to offload 4 flts that arrived within a 20 min window with no supervisor. There are only 2 gate so 2 of the ramp persons had to repos 2 of the aircraft to remote parking, leaving 1 person to park flight, operate jetway, guard terminal door (sna requirement), get strollers, and unload aircraft. Ord: cust service rep had closed door and removed jetway when additional passenger arrived at gate. Ramp was loading aircraft and maintenance was deferring a seat cover. I called load planning to have cust service rep put on passenger. Load planning told zone, said no one was answering telephone at gate, I could see cust service rep on the phone. Cust service walked away. Repeated calls to load planning finally resulted in another csr returning jetway to aircraft and passenger were boarded. Ramp had just finished loading (20 mins from first call) and I was awaiting maintenance release docs. Den: ramp tower had informed cust service rep of flight arrival in 5 mins. No cust service rep to meet aircraft and tower was unable to call cust service rep because she had no radio. No supervisor on duty. I am very concerned that operational control is being lost at stations throughout our system. The on-time performance this week is a direct reflection of this lack of control.

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Original NASA ASRS Text

Title: B757-200 PIC'S COMPLAINT OF THE LACK OF COMPANY GND SVC PERSONS AT VARIOUS ARPTS WITH A DECIDED FAILURE ON THE PART OF THE CUST SVC REP TO MONITOR THE TERMINAL DOOR AT SNA.

Narrative: ON ARR, YOUNG COUPLE WITH BABY WERE WAITING ON JETWAY FOR STROLLER AND CAR SEAT. THEY HAD GATE CHKED ITEMS IN DEN. FO WAS UNABLE TO FIND ITEMS. 86 MIN GND TIME IN DEN. BOS: DURING PREFLT, FO DISCOVERED FLAT TIRE. IT TOOK MAINT APPROX 2 HRS TO CHANGE TIRES. SNA: THERE WERE 3 RAMP PERSONS TO OFFLOAD 4 FLTS THAT ARRIVED WITHIN A 20 MIN WINDOW WITH NO SUPVR. THERE ARE ONLY 2 GATE SO 2 OF THE RAMP PERSONS HAD TO REPOS 2 OF THE ACFT TO REMOTE PARKING, LEAVING 1 PERSON TO PARK FLT, OPERATE JETWAY, GUARD TERMINAL DOOR (SNA REQUIREMENT), GET STROLLERS, AND UNLOAD ACFT. ORD: CUST SVC REP HAD CLOSED DOOR AND REMOVED JETWAY WHEN ADDITIONAL PAX ARRIVED AT GATE. RAMP WAS LOADING ACFT AND MAINT WAS DEFERRING A SEAT COVER. I CALLED LOAD PLANNING TO HAVE CUST SVC REP PUT ON PAX. LOAD PLANNING TOLD ZONE, SAID NO ONE WAS ANSWERING TELEPHONE AT GATE, I COULD SEE CUST SVC REP ON THE PHONE. CUST SVC WALKED AWAY. REPEATED CALLS TO LOAD PLANNING FINALLY RESULTED IN ANOTHER CSR RETURNING JETWAY TO ACFT AND PAX WERE BOARDED. RAMP HAD JUST FINISHED LOADING (20 MINS FROM FIRST CALL) AND I WAS AWAITING MAINT RELEASE DOCS. DEN: RAMP TWR HAD INFORMED CUST SVC REP OF FLT ARR IN 5 MINS. NO CUST SVC REP TO MEET ACFT AND TWR WAS UNABLE TO CALL CUST SVC REP BECAUSE SHE HAD NO RADIO. NO SUPVR ON DUTY. I AM VERY CONCERNED THAT OPERATIONAL CTL IS BEING LOST AT STATIONS THROUGHOUT OUR SYS. THE ON-TIME PERFORMANCE THIS WK IS A DIRECT REFLECTION OF THIS LACK OF CTL.

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.