American Airlines Employee Incident on Flight – Video of Passenger Altercation

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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.

About Jennifer Moody

Jennifer is a management consultant and avid volunteer. Her career and volunteer duty travels have helped her log top-tier airline and hotel status annually for the last eighteen years. In addition, she embraces the opportunity to maximize her vacation time by planning extracurricular trips that have taken her to over 60 countries and 48.5 US states. Although she averages 200 days a year on the road, she loves to return to “the homestead” in her native Fort Worth, Texas where she enjoys cooking, gardening, sewing, needlepoint, wine, and cocktail mixology.

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  1. Ironically, of all of the principal figures involved in this incident, the one with the most mature attitude about the whole mess is…the baby! Somebody should’ve shoved pacifiers in the mouths of the FA and the officious intermeddler. That guy may very well be charged with assault for rushing the FA threatening to knock him out. His wife is trying to get him to sit down and STFU, but he won’t listen to her. In the version of the video posted above, you only see her stand up at the end. Other versions have a wider view.

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