American Airlines has recently updated its policy for removing passengers from flights, with a focus on making it more difficult to do so. The airline has stated that their goal is to create a sense of community and ensure that everyone on board feels welcomed. The revision to their inflight manual was prompted by an incident over the summer when eight African-American passengers were asked to leave a flight from Phoenix to New York due to a body odor complaint.
The new policy allows flight attendants to only remove passengers if there is a risk to safety and security. Additionally, any issues must first be raised by the passengers themselves and not by the crew. If an issue arises, two flight attendants must handle it and try to resolve it without resorting to removing the passenger. If a resolution is not possible, the captain should then contact the Complaint Resolution Official (CRO).
In cases where a non-safety or non-security concern cannot be resolved, a CERS form must be submitted by all flight attendants within 24 hours of the incident. American Airlines emphasizes that their team members must approach all situations with respect, discretion, care, and empathy. Discrimination based on race, gender, color, sexual orientation, or national origin against any customer or team member is strictly prohibited and will not be tolerated.
The final decision on whether a passenger should be removed over security concerns is left to the captain, after a thorough assessment of the situation. However, under the current contract of carriage, passengers can still be removed from the airplane for offensive body odor, although the new policy aims to make it more difficult to do so. In the past, passengers have expressed outrage over being removed for attire that was deemed inappropriate, which will now not be at the discretion of a single flight attendant as it was previously.
American Airlines’ new policy represents a shift towards promoting inclusivity and respect for all passengers and team members. By emphasizing the importance of addressing concerns with empathy and care, the airline aims to create a positive travel experience for everyone on board. The stricter guidelines for removing passengers over non-safety or non-security concerns are a response to past incidents and are intended to prevent discrimination based on race, gender, or other factors. The role of the captain in making the final decision on removal allows for a thorough assessment of each situation, ensuring fairness and transparency in the process.
