Dallas

Altercation on Video Grounds American Airlines Employee

A video posted online appears to show an American Airlines employee get into a shouting match with a passenger on a flight bound to Dallas-Fort Worth.

The flight, American 591, was headed from San Francisco to Dallas-Fort Worth on Friday. The incident captured on video occurred before the flight took off from San Francisco International Airport.

The video shows a woman crying holding a baby and a member of the flight crew looking out from the flight deck. The woman was crying reportedly because the American Airlines employee took her stroller. The person who posted the video said the employee "violently" took the stroller, hitting her and narrowly missing her baby.

One passenger on the DFW-bound flight is seen standing and demanding the name of the employee.

A man in American Airlines uniform comes on the plane and while speaking to a member of the flight crew a male passenger stands up to the employee saying "Hey bud, you do that to me and I'll knock you flat."

The American employee shouts back pointing at the man, "You stay out of this."

A flight attendant showed the passenger back to his seat saying that it was an "accident."

The woman travelling with the children was booked on the next flight to DFW in first class.

American Airlines immediately responded releasing the following statement at 10:30 p.m. Friday:

We have seen the video and have already started an investigation to obtain the facts. What we see on this video does not reflect our values or how we care for our customers. We are deeply sorry for the pain we have caused this passenger and her family and to any other customers affected by the incident. We are making sure all of her family's needs are being met while she is in our care. After electing to take another flight, we are taking special care of her and her family and upgrading them to first class for the remainder of their international trip.

The actions of our team member captured here do not appear to reflect patience or empathy, two values necessary for customer care. In short, we are disappointed by these actions. The American team member has been removed from duty while we immediately investigate this incident.

The Association of Professional Flight Attendants which represents American Airlines flight attendants, released the following statement:

The goal of our 26,000 members is to make every flight safe and secure for our passengers and crew. All passengers deserve to be treated with respect. We also must assure that our Flight Attendants are treated respectfully and safely on board.

Our dedicated Flight Attendants at American strive every day to make the passenger experience the best in the industry. However this has become more challenging due to tight schedules, overcrowded planes, shrinking seats, and limited overhead bin space. All of these factors are related to corporate decisions beyond the control of passengers and Flight Attendants

There are really two stories here related to this incident aboard a San Francisco to Dallas flight. One, we don’t know all of the facts related to a passenger who became distraught while boarding a plane and therefore neither the company nor the public should rush to judgment.

Second, it appears another passenger may have threatened a Flight Attendant with violence, which is a violation of federal law and no small matter. Air rage has become a serious issue on our flights.

We must obtain the full facts surrounding these incidents. Our passengers and the Flight Attendants deserve nothing less.

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