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Less than two weeks after the infamous United Airlines incident, another viral video is making the social media rounds. Tonight American Airlines is in the hot seat. A video has hit social media showing the moments after an American Airlines employee allegedly hits a passenger with a stroller on a flight.
The incident took place on Friday afternoon on American Airlines flight 591 from SFO to DFW.
The hysterical woman is holding a child and something terrible appears to have happened moments before the video started rolling.
Two minutes of video show the woman repeatedly asking flight attendants to return her stroller. Meanwhile a male first class passenger steps up twice to argue with a male American Airlines employee. It appears from the dialogue that the male may have hit the woman or child with the stroller. A pilot stands calmly observing the entire incident.
We did not cover the United incident on Jetsetter’s Homestead but this came up in our personal social media feeds tonight. (One of our friends knows one of the involved parties on the video. We will try to find out more details as we can. Flight 591 is also a regular Friday afternoon flight for me… but I was not it today!)
American Airlines’ Response
American Airlines has issued the following statement on the incident:
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.