Customer service getting priority in latest passenger/crew flap
I just got a call from American Airlines regarding the mother and child that were removed from their flight to DFW from SFO. American has told Travelers United that they took for following actions even before a video showing a crying mother being escorted off an AA flight.
The video also showed a flight attendant threatening a passenger who supported the woman and her child in this disagreement.
This action by American Airlines shows a clear indication that improved customer service may be on its way. Passengers now are getting an immediate response from the highest management levels at airlines.
- Suspended the flight attendant involved, pending an investigation
- AA also held the woman’s connecting flight to Argentina
- AA upgraded her for DFW to Buenos Aires flight.
These actions are positive, compassionate, and acknowledge the inappropriate actions of the flight attendant.
Airlines are clearly riveted on improving customer service. AA’s actions are an excellent first step.
Charlie Leocha is the President of Travelers United. He has been working in Washington, DC, for the past 11 years with Congress, the Department of Transportation and industry stakeholders on travel issues. He was the first consumer representative to the Advisory Committee for Aviation Consumer Protections appointed by the Secretary of Transportation from 2012 through 2018.
