American Airlines has just updated its policy regarding the circumstances under which employees are allowed to kick passengers off aircraft, and I’d say these are some thoughtful and logical changes. Let’s look at the updates, and then we’ll talk about why they’re necessary.
In this post:
American’s new policy limits employee power trips
Historically, airline employees in the United States have been given broad discretion to kick customers off aircraft, even in situations where it’s questionable. American has updated its policy in this regard, in a pretty logical way (thanks to View from the Wing for flagging this).
American states that its guiding principles as it relates to customer removals from aircraft are straightforward:
- An an airline, the goal is to welcome all customers unless there is a risk to the safety or security of the flight
- Discrimination based on race, gender, religion, color, sexual orientation, or national origin, against any customer or employee is unacceptable, and will not be tolerated
- Any non-safety or non-security related concerns should originate from customers only, and not from employees
- Should non-safety or non-security concerns be raised by a customer, the company’s shared objective is to avoid customer removal; that means groups across the operation need to work together toward a resolution that both addresses the customer concern and keeps all customer travel intact
- The goal is for every team member — no matter the circumstance — to lead with respect, discretion, care, and empathy
What does this change mean, concretely? As you can see, any non-safety or non-security related concerns need to originate from customers, and not team members. Furthermore, two flight attendants must engage the customer who raised the non-safety or non-security concerns, to try and resolve the situation.
In the rare event that a resolution to a non-safety or non-security concern isn’t likely, and before any customer is asked to get off an aircraft, the captain should contact the company’s CRO.
As before, for any issue involving the safety or security of a flight, the captain of the aircraft has the authority to make decisions about passenger removal, and that should be done after a thorough assessment.
Why this policy change at American is necessary
While a vast majority of flight attendants at US airlines do their best to resolve situations in a reasonable manner, there’s a small minority of employees who are on a power trip, and who may not be great at deescalation.
For example, over the years we’ve seen many stories of people being removed from flights in the US over their attire, even though highly subjective standards were used to make that decision.
Furthermore, earlier this year I wrote about a horrifying story whereby American removed all Black men from a flight. There was an odor complaint against one Black man onboard the flight, and somehow the crew had a hard time figuring out who it was, so the decision was made to kick every Black man off the flight, even though they didn’t know one another.
This caused huge issues for the company, and American’s CEO issued an apology, and promised the company would update its policies. So I suspect that’s exactly what this update is.
I have to give American huge credit here, because this policy is crystal clear, and it’s logical. It creates a collaborative culture whereby employees have to work together to find a solution, rather than one flight attendant having the discretion to decide whether they want a particular passenger on their flight or not.
Just look at American’s dress code, for example:
Dress appropriately; bare feet or offensive clothing aren’t allowed
Under the old system, a single flight attendant could basically decide that they didn’t like what a passenger was wearing on account of being “offensive,” even if no other customers complained. That’s no longer the case, at least in an actionable way.
Bottom line
American has updated its policies regarding the circumstances under which passengers can be kicked off planes. For non-safety and non-security issues, complaints now need to originate from customers, multiple flight attendants need to engage with the situation, and everything possible needs to be done to find a solution and not have someone removed from an aircraft. Well done, American!
What do you make of American’s policy update for passenger removal?
I don't feel like this actually changes anything.
Cabin crew- Sir, your shirt is offensive and you need to change it.
Passenger- Sorry but I don't have any other shirt in my hand luggage.
Cabin crew- Sir, are you refusing to obey a crew member instruction? That is illegal.
Passenger- wait what? I just said I have nothing.
Cabin crew- Don't raise your voice at me. Sir, you are a security...
I don't feel like this actually changes anything.
Cabin crew- Sir, your shirt is offensive and you need to change it.
Passenger- Sorry but I don't have any other shirt in my hand luggage.
Cabin crew- Sir, are you refusing to obey a crew member instruction? That is illegal.
Passenger- wait what? I just said I have nothing.
Cabin crew- Don't raise your voice at me. Sir, you are a security risk and I am going to need to ask you to leave this plane.
Any issue is easily a security or safety issue when a cabin crew member disagrees with a passenger.
Good change. Cabin crew need to be reigned in from their power trips.
Makes sense. The average (male) captain will have more common sense on what does or doesn't need to be done to avoid lawsuits from Jews and Blacks.
Wow, sexier, racist, and anti-Semitic in one sentence. You are officially a horrible person.
@John Smith
Well said. Also @Anthony, you're just mad that he's right.
As a 36 year flight attendant with American Airlines I find this unacceptable. I will not be waiting for the concerns to be brought by customers first. As it is too many people get onboard and mistreat us as though we are slaves and not the trained safety professionals we are. I don’t tolerate being talked down to and mistreated by anyone and I don’t intend on starting to allow it now. This is a disaster waiting to happen.
Sounds like it's time for you to retire, as you are obviously miserable in your job.
I think this is a good decision. Some employees are on a power trip and don’t know how to use that “power”. Or worse yet they escalate the situation unnecessarily.
So they will or won’t be able to remove the mother threatening her autistic child would start biting people if they were brought meals from first class….
I swear the day generation entitled, everyone’s too special to be out in public without some sort of accommodation met social media humanity slipped into decline.
"threatening to bite people" seems like a safety issue to me, so could be removed.
This could be a double edge sword. The next time someone with really bad body odor sits next to you (and they're out there) and if you say anything to the flight attendants not wanting to spend the next 2 or more hours trying not to gag and the flight attendants say there's nothing that can be done. Just wait, this is going to happen.
I was thinking exactly the same! I understand the new rules in light of recent misjudgements from FAs (in the news, not saying at all that most FAs misjudge!), but as a customer I also value FAs proactively removing someone due to hygiene issues as it can be quite awkward as a customer to request this. Imagine Ben sitting next to a hermit that never washed in his life, can you imagine hi will ask an FA to resolve this issue?
I have never flown on American. For one, Delta serves my needs and is a hub in my city. Second, it seems from the flight blogs I follow, most issues of customers being removed occur on American. I will choose American for this reason. I have had one experience with American ground staff last summer. My daughter and her family were traveling overseas. This was their first time on American and was due to a...
I have never flown on American. For one, Delta serves my needs and is a hub in my city. Second, it seems from the flight blogs I follow, most issues of customers being removed occur on American. I will choose American for this reason. I have had one experience with American ground staff last summer. My daughter and her family were traveling overseas. This was their first time on American and was due to a last minute change that left them without a flight that worked on their usual airline. They fly first class and while that should mean one person or group is treated better, it was shocking to them what happened at check-in and they fly long haul often. I'll keep it short but in my 40 plus years of flying, I have never experienced the rudeness of two American check-in staff. Viscerally, I felt like handling the situation on my terms but knowing that is never a good idea, and not wanting to jeopardize my families flight for the reasons American is already known for, we remained firm, but patient. That experience alone, and understanding that are likely many very good American employees, I will not fly American.
That was a long post to say nothing.
The check in agent was rude. Is that it?
This is a positive decision. I was myself a victim of an employee ‘in a power trip’. I reported it to AA VP of Customer Services years ago. The committed to investígate the case and get back to me… 3 years later I am still waiting. I am an Executive Platinum, never in 30 years flying experienced anything like it, just because I demanded to be treated with respect by the cabin crew.
$5 says you were being an asshole.
I wonder if the FA who made the decision to remove those 8 black men off that flight was ever held accountable. I'm guessing no?
If so, that's a huge part of the problem, in that nobody is really held accountable for the decisions made.
If you know ahead of time that your decision will be scrutinized and analyzed, then you'd probably exercise a little more discretion.
Probably not, you know they are union. so short of stealing it was hard to issue punishment.
i think the fundamental problem is US is giving power to those do not know how to authorize it morally, this extends to TSA agents, police officers, flight attendants and pilots. I am not saying all of these people are bad but they are given nearly unlimited power without checks. Some will abuse the power, with or without clear intentions. Maybe it is easier for them to complete their job if they abuse the power...
i think the fundamental problem is US is giving power to those do not know how to authorize it morally, this extends to TSA agents, police officers, flight attendants and pilots. I am not saying all of these people are bad but they are given nearly unlimited power without checks. Some will abuse the power, with or without clear intentions. Maybe it is easier for them to complete their job if they abuse the power or they just don't like certain people etc. Sadly, many of these people are not well educated so they are not educated about the existence of the social problems.
CBP agents are the worst . With their Yes or not training . They treat people horribly. I’ve seen them humiliate adults in front of their children unnecessarily. It is traumatizing to see.
And the ones at Canadian airports where you go through US CBP in Canada are the worst ! to a person and an airport. From YVR to YOW !
CBP?
uk, many of these people are very educated. I think it’s you that needs a bit more under your belt before spewing nonsense.
Typical American, still missing the point but the propaganda projects positive optics.
Like @Sean M said, safety and security is subjective and discretionary.
What they need to be doing is having accountability.
You kick someone off for the wrong reasons, the company will kick you out. You divert a flight for absurd reasons, it's comes off your paycheck.
Intoxicated passengers punching each other would unlikely crash the plane, but for 'security' reasons...
Typical American, still missing the point but the propaganda projects positive optics.
Like @Sean M said, safety and security is subjective and discretionary.
What they need to be doing is having accountability.
You kick someone off for the wrong reasons, the company will kick you out. You divert a flight for absurd reasons, it's comes off your paycheck.
Intoxicated passengers punching each other would unlikely crash the plane, but for 'security' reasons let's divert because it's "safer" to delay everyone and let the cops along the route deal with them sooner instead of my problem for the next hour until the we reach the destination then hand them over to law enforcement.
Pissheads cause flights to be diverted on short 2 hour hops around Europe. It's not unique to USA airlines.
Do you ever contribute anything that doesn't sound like you've lost your mind? Just asking for a friend....
Everything can be made safety and security related at the end of the day.
Those who are overly reactive now will continue to be so, except that they will cite safety and security as the reasons for their action going forward.
@Sean M
Agreed. If someone is causing behavioral problems while still on the ground why take the chance of further issues once in the air? Red flags. Refusing to fasten your seat belt for takeoff , refusing to power down your device , telling a flight attendant to move their seat or they might not have a job tomorrow , etc
. Since 9/11, this has been their cover for every customer encounter that does not suit his/her liking.