About Us

At the new American Airlines, 14,500 passenger service agents are members of the CWA-IBT Passenger Service Employee Association. We mobilize together for job security, fair pay, affordable health care, and retirement security. Connect with our CWA brothers and sisters who are agents at Piedmont Airlines and Envoy Air through CWA's Airline Council.

We are reservations, ticket, and gate agents. We are baggage service agents, customer assistance representatives, and customer service supervisors. We are club representatives, passenger operations center representatives, and special service counter agents. We help our customers get where they need to be.

On this American Agents Connected web site we provide news, resources, and a voice for all the American Airlines agents who are members of CWA. Members and others can also stay up-to-date by following us on Facebook.

Our History of Working Together

When US Airways merged with America West in 2005, passenger service agents at the former America West were already represented by the International Brotherhood of Teamsters, and US Airways agents had been members of the Communications Workers of America since 1997. After the 2005 merger, CWA and IBT formed the Airline Customer Service Employee Association, CWA-IBT, to represent workers at the new US Airways.

In 2013, the merger of US Airways and American Airlines led to a National Mediation Board election to determine representation for agents at the new American Airlines. In September 2014, by an overwhelming vote, the new American Airlines airport and reservations agents chose representation by the CWA/IBT Passenger Service Employee Association. Members of the two unions have elected a joint Bargaining Committee that negotiates the terms of our contract with management.