On the heels of the latest controversy with United Airlines, another airline is making headlines for their poor customer service. On Friday evening a video circulated the internet while going viral of a woman who was forcibly removed from her American Airlines flight. This was when a flight attendant reportedly hit her with her baby stroller and almost hit the baby. Talk about terrible customer service.
Just minutes later the flight attendant got into a physical altercation with another customer on the flight who was a male who was livid about the way this woman had been treated by the flight attendant. Airline flight passenger Surain Adyanthaya captioned the Facebook video she posted online saying,
“OMG. Flight attendant violently took a stroller from a lady with a baby on my flight, hitting her and just missing the baby. Then he tried to fight a passenger who stood up for her.”
When the flight attendant and male customer came to blows the male customer yelled at him that if he did that to him he would knock him out flat on the floor and screaming about how he almost hurt the baby. That is when the male flight attendant started yelling at the man to hit him and provoked him further.
The men had to be separated by other airline employees. Meanwhile, the woman in question could be heard sobbing in the background. While the male customer’s wife tried holding him back. Seems like it did not work too well.
The airline released the following statement,
“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.”
One customer said that the woman had been argumentative with the flight attendant and brought the stroller on knowing she wasn’t supposed to. But they agreed the flight attendant acted in a wholly unprofessional manner and did not approve of the way he handled the confrontation. The woman had two young children. One of which was inside a car seat on the floor. That baby could not be seen in the video.
The video of the entire ordeal began right after the altercation had occurred and depicts the aftermath of it. Thus, nobody except those on the plane knows exactly what happened prior to the video starting. Making it very difficult to make a sound and complete judgment about the entire ordeal. As is always the case with these types of things.
This attack comes just weeks after a man on a United Airlines flight was physically escorted off a plane by police from the Chicago Police Department. He was videotaped with a bloody face being dragged on the floor as customers watched on in horror. United Airlines suffered a press nightmare after it happened. They lost millions of dollars in capital share and had to release a public apology. They also rerouted the woman and her children and upgraded her to first class for her international trip. However, no matter what they do they have probably lost some customers for life.
They have also suspended the airline attendant involved in the altercation. Some things just can’t be rectified no matter what you do.
Perhaps this airline will follow in their footsteps and lose the same amount of capital share. They have already differentiated themselves by issuing a public apology. Unlike their competitor who tried first excusing their Airlines tactics by arguing that passenger David Dao was argumentative and aggressive with airline employees. Their immediate public apology and rectifying of the situation might make it so that they bounce back far quicker than their airline adversary. But only time will tell how the market and customers respond.
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