Kudos: American Airlines Manager “Fires” Customer

Kudos: American Airlines Manager “Fires” Customer

656

We see all kinds of videos of people misbehaving at airports and on planes, though we don’t often see the consequences they suffer from their behavior. A video is going viral of an American Airlines manager telling a customer that she won’t be flying with American Airlines anymore, and he suggests she fly with Spirit instead.

It would appear that the incident started when the passenger wasn’t wearing a mask. The woman apparently called an American Airlines employee a “b*tch” after being asked to wear a mask. That’s when the manager got involved. He recapped what she did, and then said:

“It was completely uncalled for and inappropriate, you’re not going to travel. We don’t tolerate that crap with us, at all. You can find another carrier to fly. I’d suggest Spirit.”

The passenger tried to backtrack, claiming she didn’t call anyone a “b*tch,” but then it was pointed out that other people heard this as well. Since she realized she had been caught, she instead tried to play the sympathy card, but that didn’t go very far.

You can watch the entire video for yourself here:

Kudos to this manager — he’s professional, stays calm (perhaps “crap” and mentioning Spirit Airlines weren’t necessary, but other than that…), and doesn’t engage with this traveler for longer than necessary.

Airline employees have put up with an incredible amount of abuse during the pandemic, including because they’ve had to enforce mask requirements. They deserve respect from passengers, and any abuse (physical or verbal) shouldn’t be tolerated.

If you went into a restaurant or store, you wouldn’t expect to be helped if you call the person working there a “b*tch” to their face. Yet oddly some people have this sense of entitlement when it comes to talking that way to airline employees. Unfortunately for them, the customer isn’t always right.

Between airlines aggressively adding people to their own “no fly lists,” and the FAA fining unruly passengers, hopefully we slowly see a change in behavior among passengers. Unfortunately I’m not holding my breath, though…

What do you make of how the manager handled this situation?

(Tip of the hat to View from the Wing)

Conversations (656)
Oldest comments are displayed first.

The comments on this page have not been provided, reviewed, approved or otherwise endorsed by any advertiser, and it is not an advertiser's responsibility to ensure posts and/or questions are answered.

Type your response here.

If you'd like to participate in the discussion, please adhere to our commenting guidelines. Anyone can comment, and your email address will not be published. Register to save your unique username and earn special OMAAT reputation perks!

  1. William

    As I've said before, the airlines would be well-served by creating a unified do not fly list for passengers who misbehave like this.

    I guarantee you that if she took his advice, she'd cause just as much trouble on Spirit. It needs to be known that if you pull crap like this, you won't be flying on any US airline for quite a while.

    He should have told her to take Greyhound.

    1. Chris

      Some airline workers changed from customer service to police..they like the power..this is adding to frustration..some of my recent flights have been terrible... something great has been taken away and has not returned yet..i also lost money recently through a business that blamed covid..but they're just taking advantage of the situation

    2. Eliu

      My husband is a pilot for 33 years. You have no clue what you are talking about. Unruly and noncompliant passengers going against FAA regulations are forcing their hand and making their job more difficult and frankly dangerous. IN 33 YEARS I THINK MY HUSBAND HAD TO CALL POLICE MAYYYYYBE 2 TIMES. IT HAS BEEN ALMOST A REGULAR OCCURRENCE TAKING AWAY FROM HIM DOING HIS JOB AND DELAYING HIS REST PERIOD BETWEEN FLIGHTS. Buy a...

      My husband is a pilot for 33 years. You have no clue what you are talking about. Unruly and noncompliant passengers going against FAA regulations are forcing their hand and making their job more difficult and frankly dangerous. IN 33 YEARS I THINK MY HUSBAND HAD TO CALL POLICE MAYYYYYBE 2 TIMES. IT HAS BEEN ALMOST A REGULAR OCCURRENCE TAKING AWAY FROM HIM DOING HIS JOB AND DELAYING HIS REST PERIOD BETWEEN FLIGHTS. Buy a ticket. Follow the RULES. THEY ARE THERE TO PROTECT EVERYONE! if they cannot be followed then DRIVE! I'M FRANKLY FED UP WITH ENTILED PEOPLE .....IT'S ALL ABOUT ME...ME...ME. NO REGARD FOR OTHERS or THE LAW THAT THE AIRLINES MUST ABIDE BY. KNOW YOUR SUBJECT.

    3. Somepronoun

      I understand the entitlement of some people and how there actions affect a lot of people. This however is just another example of the airlines trying to justify the poor quality of service they offer by passing the blame. As an executive flier I am in a lot of airports. These situations pale in comparison to the actions of the staff. I know a lot of great pilots and crew that usually disarm these situations...

      I understand the entitlement of some people and how there actions affect a lot of people. This however is just another example of the airlines trying to justify the poor quality of service they offer by passing the blame. As an executive flier I am in a lot of airports. These situations pale in comparison to the actions of the staff. I know a lot of great pilots and crew that usually disarm these situations quickly and quietly. I’m sure your husband is one of the good pilots that understands the shortages are also frustrating and costing passengers money. Yes this lady was out of line and clearly not following rules. The gate agents and some other staff are far worse than most “unruly” passengers though. They make new rules up on the spot to skirt their duties and a large amount of them do not mind being very disrespectful to well behaved passengers. You don’t see coverage of that though. In an industry that makes so much money yet relies on our taxes to bail them out or to just pay their CEOs they should be more professional, understanding and accountable.

    4. Zanne

      Thank you for stating that. None of the airline employees want to be the mask or alcohol people. Their job is a safe, comfortable flight for everyone on board. People who disrupt this in the negative and sometimes extreme ways they have been doing, whether it is verbal or physical should be held accountable. I have nothing but respect for airline employees as I realize they are just trying to just get you somewhere safety...

      Thank you for stating that. None of the airline employees want to be the mask or alcohol people. Their job is a safe, comfortable flight for everyone on board. People who disrupt this in the negative and sometimes extreme ways they have been doing, whether it is verbal or physical should be held accountable. I have nothing but respect for airline employees as I realize they are just trying to just get you somewhere safety by airplane or other types of transportation and employees of trains and buses. Have a heart people !

    5. Linda Davis

      Well said! The entitlement is incomprehensible to me. These are adults! What kind of kids are they raising?? Have we lost our humanity?

    6. Fly girl

      You are the kind of person who insights problems/riots! Stop criticizing some one for doing their job

    7. Donald A. Lewis

      I'm a bus driver - sometimes driving greyhound routes. I would have to deal with the passenger the same way airline personnel have to

    8. Ej

      You sound like you ve got a chip on your shoulder.

    9. T LYONS

      It's a private business. They can set whatever rules and standards they want. I believe in freedom of choice. That woman made the choice to act the way SHE WANTED TO. If you don't want to wear a face mask... fine. If you want to call someone names... fine. There are consequences for her actions though and, like many 3, 4, and 5 year olds who throw temper tantrums, she got put in time out/ the corner/ whatever. Hers just happens to be permanent.

    10. Ella

      If you feel that you are being “policed “ Chris, then you obviously aren’t wearing your mask properly. If you were, the airline personnel would have no reason to engage. I think you might be creating your own problems, but then acting indignant about it.

    11. Kathleen Sullivan

      I agree with you Chris.

    12. Eskimo

      Unfortunate for her, Greyhound also requires face coverings.
      He should have told her to rent your own car.

      The manager was doing great up until the reference to Spirit came out.
      Calling out Spirit was unprofessional. You work in the same industry, have some professional courtesy to your colleagues. You want to talk about an airline, do it in their face.

    13. KAREN

      I don't know, but I assumed that he mentioned Spirit because they offer the same route to get her where she wants to go. Regardless, I applaud him for removing her from the flight.

    14. Brian

      He mentioned Spirit because it's crazy cheap and tends to get alot of fights and drunken disorderly passengers on board.

    15. joan

      Brian is a genius, rated most likly to succeed

    16. Amelia Wojnicz

      Yes, or Spirit might be a bit less restrictive if you are fully vaccinated. Either way, I would wear a mask while traveling because people still get sick with a cold or bronchitis, even prior to covid, especially because we sit so close to each other. I have never flown on Spirit Airlines yet. We just have to be responsible and respectful towards one another. I do not want to get sick or get you sick.

    17. Vette

      He did not call out Spirit, all he did was refer her to that airline. Seem like you missed the point.

    18. Dan

      I would agree with airlines keeping some sort of shared problematic passenger database- if a passenger gets banned, they get an entry. Airlines can choose what they want to do, policy wise- but, if it were my airline, I’d want nothing to do with passengers banned from two or more airlines. It usually takes a lot to get banned from an airline… one can be a mistake, two definitely indicates a pattern.

      Something like that...

      I would agree with airlines keeping some sort of shared problematic passenger database- if a passenger gets banned, they get an entry. Airlines can choose what they want to do, policy wise- but, if it were my airline, I’d want nothing to do with passengers banned from two or more airlines. It usually takes a lot to get banned from an airline… one can be a mistake, two definitely indicates a pattern.

      Something like that could be problematic to regulators, I suppose. But maybe not after 2020-21

    19. Rob

      Yes had he told her to take Grayhound That would have been an appropriate way to end the conversation..

    20. Kurt

      GrEYhound.. so you can't spell either?

    21. Chris

      I don't agree. Manager should not recommend flying other airlines or greyhound. Clearly this customer is not worth having a conversation. Manager should cut the conversation after he told her you are not flying with us because we do not tolerate this kind ig behavior and refused to follow rules and regulations

    22. Harold Ward

      Nothing at all wrong with the manager's response. Glad it was captured on video. If anything, he was easy on her.

    23. John

      There are no rules and regulations limiting free speech. Try again, genius.

    24. Somepronoun

      Snowflakes don’t understand the constitution. Free speech is only aloud if it fits their lack of logic and reasoning. Facts don’t care about feelings, real data doesn’t lie.

    25. Michelle

      Um? There are absolutely limitations on free speech- how else do you think you could sue for libel or slander? (Also, inciting violence and obscenity are among other limitations that have been determined by court precedents.) Free speech is not an absolute and it never can be or we would live in anarchy. Businesses have the right to refuse service to anyone for any reason- this just happened to be a really good reason.

    26. Tony Dominguez

      That's funny. Imagine if she gets ban from there too.

    27. Theresa

      I totally agree with this Manager! Some people who have apparently been spoiled with never hearing the word "No" or always getting their way or never have been made to follow the rules as a child, tend to cause trouble when rules are made they don't like! Rules are rules and made for a reason. If you don't like them, then don't participate! Go where you like the rules that are being enforced however for...

      I totally agree with this Manager! Some people who have apparently been spoiled with never hearing the word "No" or always getting their way or never have been made to follow the rules as a child, tend to cause trouble when rules are made they don't like! Rules are rules and made for a reason. If you don't like them, then don't participate! Go where you like the rules that are being enforced however for her she wouldn't be flying because all airlines have the same mask rule. My husband and I recently flew with American Airlines. We are both fully vaccinated and had gotten used to not wearing masks because of the vaccinations but we still realized it was a rule and we wore them. I am glad we did because I actually felt safer with them on especially on the airplane in such tight quarters!

    28. Carol

      You are absolutely right but some people say rules are made to be broken, but guess what pardona when u break them or show you ass on a plane ,bus or train find your own way to get where u have to be .

    29. Matt

      Agreed. people need to realize these are businesses that can set whatever rules they like

    30. Kathleen Cooney

      Ha ha ha ! Or Uber ! People cannot misbehave on airplanes anymore whatsoever. It puts everybody at risk

    31. LaNaya Alicia Smith

      Greyhound doesn't need the trouble either. She should walk, or run.

    32. LaNaya Alicia Smith

      Greyhound shouldn't have to put up with her either. Walk or run lady. She's probably scary behind the wheel of a car

  2. Brian

    This week a flight I was on turned around on tarmac and returned to gate because of an unruly passenger. 6 am flight on Monday morning. Probably 90% of the plane was connecting and it wrecked travel schedule for dozens of them. My day was derailed. When it happens to you it’s no longer just a trend story. The woman couldn’t have cared less at what she’d done.

    1. ARCTKOS

      Exactly. These people are not different than a shoplifter. They steal your time and money from you and are a real threat to your safety. All too often I see where employees are threatened and companies are having to reduce hours or close up and leave town. I hate people that have such a sense of entitlement that they will cause physical danger to everybody around them who is seen as depriving them.

    2. Joe Biden

      There always 1 idiot response!

    3. Kurt

      "Your" or you're? If you're going to post learn to spell.

    4. Kurt

      Wearing a mask on a plane where the air is recirculating?! THAT'S idiocy!! Masks don't work anyway, except if you like breathing your own exhaust/CO².

    5. Somepronoun

      They have “specialized medical grade filters” now. Obviously the airlines have far greater tech than any other industry. Plus the stylish piece of cloth that doesn’t seal to the face or stop dust somehow stops Micro organisms. I think it has something to do with the screen printed design.

    6. Victoria Lynn Menard

      Seriously? Your a jerk!

    7. CG

      Hi Chris. You have no idea what goes on out there. I've been flying for over 34 years and the things I have seen and heard over the years is unbelievable. People having sex, not to mention other forms of the like in public. People pulling each others hair, punching, swearing, screaming and yelling profanities. I can understand that flying these days can be stressful and at times not a lot of fun. I and...

      Hi Chris. You have no idea what goes on out there. I've been flying for over 34 years and the things I have seen and heard over the years is unbelievable. People having sex, not to mention other forms of the like in public. People pulling each others hair, punching, swearing, screaming and yelling profanities. I can understand that flying these days can be stressful and at times not a lot of fun. I and most of my colleagues just want to go to work and have a safe and drama free day.

    8. Michael kenny

      Sex,swearing,fighting!! I gotta fly more often!!!

    9. T LYONS

      COMPLETE. IDIOTIC. RESPONSE.

    10. Greg T Chambers

      You are so off the mark . Just put on your mask and blame Trump .

    11. Deborah

      Oh so agree with you. Great comment

    12. Mehtmi

      This is so funny. That's awesome that one person can cause such a problem for you and your participants.

    13. Triny

      Bravo to the manager for not allowing her to travel. If she can be this disruptive at the check in counter, she will be disruptive and potentially pose as a risk while in the air. This aggression is highly unnecessary and problematic.

      We're all sick and tired of wearing masks, but if you buy a plane ticket, expect to travel and these are the rules we have to adhere to in order to get to our destination, then we all have to just suck it up!

    14. michelle

      I applaud the manager for sticking up for his people Yes they are his people! This passenger displayed disturbing
      unacceptable behavior... I back this manager 100%, and he handled it appropriately professionally.... As for mentioning spirit he probably was referencing they fly the same route I'll give him the benefit of the doubt :-).

    15. J Hemingway

      I would also think the manager mentioned Spirit because they probably fly that particular route also. I doing think he would publicly dis another airline when they're all experiencing an uptick in airline employee abuse...verbal or otherwise. He stayed professional the entire time. And when he was done stating his case, he was done. He turned and walked away.

    16. Tony Dominguez

      Jet fuel cost a lot of money and airlines should get reimbursed by unruly passengers if they've to re-route from their original course.

    17. Kurt

      So why did the airline punish YOU?! That's on THEM. Sorry, but AA sucks!!

  3. Marty

    Love it! Thanks Lucky for making my day.

    1. David Sanchez

      Yes I agree with what the rep.did by not letting the unruly person proceed,knowing people like the unruly she would have been even more gassed up if she would have gotten away with calling someone a B and still got on the plane,most likely she would have made an even worse seen.SO I AGREE WITH THE AIRLINE.thank you

  4. John T

    Is this part of your "I never share videos like this" policy? ; P

    1. Todd Jacobs

      Huh? This isn't a video posted on the American Airlines website or their twitter feed. It's posted on the One Mile at a Time website...
      "About One Mile at a Time: OMAAT brings you the latest travel news, reviews, and strategies to maximize elite travel status. Earn more miles, points, and rewards with today’s top credit card offers."

    2. Liz

      I guess that you find accepting this type of repulsive behavior more important than sharing it and saying this won't work for you anymore. Privileged white people have taken over the airline and it's time to kick them out. If you don't like it don't fly

    3. Joe Biden

      In 3, 2, 1!
      Here we go with the race card!

    4. Victoria Lynn Menard

      Oh by all means make this racial...you are as jerkish as the Trump comment!

      I think airlines should use a dress code policy, my father was in the airline and people had respect back the 60's 70's. All passengers wore business casual. Not what you see today. People had respect back then, not anymore.

    5. Somepronoun

      It’s always white people…. These comments just keep getting dumber, it must be “white people”.

  5. Richard Hall

    To be fair maybe Spirit are the other carrier on that route so seems the manager was being pretty helpful

  6. James S

    Whoever came up with "the customer is always right" was an idiot. More businesses need to do what this manager did, stand up for their employees, and tell a toxic customer that their business isn't needed.

    One reason so many service jobs are understaffed is because so many companies take the side of the customer and throw the employee under the bus.

    Imagine being called a bitch and then written up for not telling the customer to have a great day.

    1. Joe

      Seriously!

      Funny enough, just watched an episode of Kevin Can F Himself, where a customer calls the woman employee a b**ch. She goes off on him, and her manager rushes over to apologize to the customer. No thanks!

    2. ARCTKOS

      Some companies have had enough and are reducing hours not because of COVID but due to the casual brazenness and serious threat to employee and customer safety. It is a pandemic in its own right just as much as gun violence is a pandemic in America. It is destroying the mental well being of the community at large and the economy.

    3. Don

      Gun violence and Karen plane passengers, really reaching for that one.

    4. Somepronoun

      New data shows a direct correlation between karens and all ignorant situations.

    5. Tom

      Too bad schools cannot kick students out and they do not stick up for teachers

  7. geoff

    I hate it when bloggers post these videos - regardless of the perspective

    1. ARCTKOS

      I hate it when people feel so entitled to be a threat to employee and customer safety and have no respect for other passengers who paid money to be somewhere on time. When it happens to you, your perspective will change. This behavior also can disrupt other flights as a domino effect.

    2. Steve Burek

      "Airline staff have a tendency to be officious and rude. That is why travelers so often get upset."

      The reason they get that way is from putting up with entitled losers like her.

    3. Ez

      it is embarrassing to the anti-maskers to have anti-maskers who are acting like idiots getting caught on camera.

    4. Jack

      Yet here you are to comment on it....

  8. Wilhelm

    I think both crap & Spirit were called for. I take my hat off for all those working in frontline customer service. The kind of garbage they have to deal with on a daily basis is incredible. I could never work in customer service, as my tolerance level for morons is rather low.

    1. ARCTKOS

      Absolutely. He is pointing out facts and if any person is offended then maybe they should book a flight and they can easily find one where at least one customer is enough of a safety threat to disrupt service and even cancel flights to where that person needed to be on time.

    2. Liz

      Yup, absolutely right, agreed. There should be a do not fly list for these Karen/Ken terrorists. They even try to open the door of the plane in flight! They steal our time energy and money and wreck our connecting flights. They also give me the creeps about flying. We need to attack them as they attack us no more flying it's a privilege

  9. Ron

    What the customer said was inappropriate. I find the AA employee's suggestion to fly Spirit also inappropriate, but to a lesser degree.

    The customer should have apologized. People make mistakes, occasionally lose their temper, etc. Own up to it. The AA rep should apologize to Spirit, as well.

    Yet, the customer did not physically injure anyone. While I think it appropriate that she was not allowed to take that particular flight, I find a lifetime...

    What the customer said was inappropriate. I find the AA employee's suggestion to fly Spirit also inappropriate, but to a lesser degree.

    The customer should have apologized. People make mistakes, occasionally lose their temper, etc. Own up to it. The AA rep should apologize to Spirit, as well.

    Yet, the customer did not physically injure anyone. While I think it appropriate that she was not allowed to take that particular flight, I find a lifetime ban to be an excessive punishment and I hope that AA reaches out and gives the customer a second chance while at the same time reminding the customer that the behavior was inappropriate and will no longer be tolerated.

    1. Richard Aldrich

      Shirly you jest. You want dyed in the wool entitled folks to get a mulligan? Believe me that was not the first time that "customer" verbally abused a service employee.

    2. Liz

      Happens all the time. Plus the customer service people do not earn enough money to support themselves practically. It's time we honored our front line workers at the airlines and give them raises and hold them to a high standard as well

    3. Joe Biden

      You ready to pay higher airfares? I'm not! And that's what you'll do with higher airline wages.

    4. Liz Hall

      Richard Aldrich, how do you know? I guess you must be better than everyone? Entitled much ?

    5. Ralph4878

      "...that was not the first time that 'customer' verbally abused a service employee." THIS. Folks act the way this woman did because they have gotten away with it before - perhaps now this woman will think twice before verbally abusing the next customer service employee who doesn't give her/tell her exactly what she wants...

    6. Eva

      Not excessive punishment, considering that this passenger has shown she is unstable & doesn't belong in a metal tube with 100+ passengers hurtling @ 600mph

    7. common sense

      I am a pilot, and you are spot on.

    8. Somepronoun

      So do you fly a shared 172 or for AA?

    9. Linda

      Giving that a-hole customer a second chance!?! You don’t work in any kind of customer service industry. She deserved what she got. Actions have consequences. Kudos to that manager for sticking up for his employees.

    10. Todd Jacobs

      So the AA employees suggestion to fly Spirit Airlines is inappropriate? Why? Didn't he make a suggestion of another airlines that could take fly her to her destination. You jumped the gun there...

    11. BB

      I believe he suggested Spirit because Spirit is the other airline servicing this direct route at a similar time. I don't think it was meant to be offensive in the way you and others may have perceived it to be.

    12. FlyGirl

      Here's the thing Ron...what people seem to not understand is once the aircraft door is closed and you are at 30,000 feet, if the passenger decides to continue with that behavior you and the crew are stuck with them and their behavior OR if it becomes bad enough you will have to land somewhere to remove them and really screw everyone's day. Airplanes are not like restaurants, stores, businesses on the ground where you just kick them out later.

    13. Liz Hall

      Oh, I guess your virgin ears can't handle the word " bitch?"

    14. Linda Davis

      Gee Liz, you seem to have missed the entire point here. It is not just the word she used, It was her refusal to comply and her hostile demeanor indicated by calling the employee a "BITCH". The woman's behavior was unacceptable.

    15. Anthony Gaskin

      I completely agree! Wow! I would make no fly list as a mandatory procedure going forward. Not worth it for those of us that fly with respect and courtesy

    16. Liz

      She certainly could have hurt someone physically by not wearing a mask. The mask prevents the spread and prevents you as well from getting the disease.

    17. Victoria Lynn Menard

      People who have a problem following the mask rules.....curious to know real.y even if they've been vaccinated, I dont understand her issue, if she was vaccinated, why would she have a problem protecting herself in that setting!

    18. Joe Biden

      All he did was name another airline she could possibly fly. Where is the harm in that. He could have named any airline. Geesh people, get over it!

    19. BJP+8

      I believe Spirit has the same route in roughly the same timeframe.

    20. Mattyicecreamcone

      Why so sensitive about a mere suggestion of Spirit airlines? There was nothing negative or derogatory, he was actually giving her another option to fly, which is a good customer service skill. Get over yourself

    21. Somepronoun

      Thank you for having one of the very few logical posts. Apparently 99.9% of people are upstanding citizens 100% of the time. Until they watch a video and decide to post a comment.

    22. Linda Davis

      The customer chose to Lie and deny instead of an apology! That speaks volumes about her character, or lack of! The manager did the right thing. More companies need to follow suit, and incorporate this into their rules and regs.

  10. Barry Demchak

    This has been a long time coming.

    While (nearly) all airlines have had long term policies and behaviors that try to accommodate at any cost, this has also resulted in training customers to be unruly and entitled.

    Great that managers push back on bad behavior!

    How can we create a culture of mutual respect and appropriate entitlement??

    Certainly, we hope for more confrontations like this.

    1. ARCTKOS

      Absolutely. Some people don't get it that these type of customers are equivalent to violent shoplifters cussing and threatening employees as well as customers if they are deprived of stealing the service and flight to be on time that you paid for.

  11. Jakob

    I have found the service to be far better on Spirit than American.

    The idea of American of all airlines to be talking snidely about a competitor is rich.

    1. Richard Aldrich

      Apparently you haven't flown Spirit and been dumped Friday night in a connecting airport and being told the next flight out will be Monday afternoon. Hotel ...nope, refund ... nope, help scheduling a flight on another carrier, ...nope. try it sometime. Great fun . If you don't care if or when you will reach your final destination ..."fly" Spirit

    2. Elizabeth

      Actually same thing happened to me…. But on American. Those circumstances aren’t airline specific. It happens on ALL airlines

    3. Mattyicecreamcone

      What was said that was Snyde? So unnecessarily sensitive. You try being in an industry where every single person every single day only thinks of themselves and their own needs and no one else. This manager did phenomenal job. Think of how many incidents are not caught on camera!?

  12. D3kingg

    I’d have to disagree here with this flamboyant manager. So the passenger called an employee a b$&ch. I say let Karen fly. What was the cost of her plane ticket ? How much potential revenue was turned away ? In the end she masked up. The lamda lamda varient is coming people.

    1. John

      There are hundreds of other paying customers who have to be inconvenienced by this persons science denying stupidity. Glad she lost her money. By the way, you didn't do a good job covering up that you are a bigot but nice try.

    2. John

      Only science deniers are the covidiots who still great this flu virus.

    3. Liz Hall

      John, you sound very unstable. Do you need a diaper change?

    4. gfrnd

      So, what does D3kingg mean by 'flamboyant manager'
      There was a time when that was a code phrase.
      Also, the passenger went all apologetic when she realized there would be consequences. Why would anyone not suspect that as soon as she got on the plane she wouldn't start up again. How many chances does someone get to abuse others in a commercial setting? He did the right thing and I hope she gets...

      So, what does D3kingg mean by 'flamboyant manager'
      There was a time when that was a code phrase.
      Also, the passenger went all apologetic when she realized there would be consequences. Why would anyone not suspect that as soon as she got on the plane she wouldn't start up again. How many chances does someone get to abuse others in a commercial setting? He did the right thing and I hope she gets banned from AA for a time period to think about behavior. The era of abuse of people providing a service must stop.

    5. David Sanchez

      I agree,if she would have gotten away with what she did on line imagine what she would have thought she could get away with up in the air, from my experience people like that don't really mean the am sorry routine, they say it to get away with Their nonsense.

    6. Todd Jacobs

      So she ignores the FAA mask rules and you're ok with that. And she calls an AA employee a bitch and then lies about calling the AA employee a bitch. And now she learned a lesson the hard way. If AA followed your opinion, and let her fly and gave her a pass, she'd learn nothing and probably due the same behavior to someone else.

    7. ARCTKOS

      Inappropriate all the way around. Her refusal to comply and then faking to comply shows she has no regard to passenger and crew health and safety. This is no better than a rude and violent customer even if they had bad service. It's one thing to complain when the customer paid for something not being provided as expected or promised. But being violent and disrespectful is not okay not matter what. Even kids know better.

    8. Ez

      at this point most anti-maskers are also anti-vaccine, mainly because those that are vaccinated are the most likely to comply with the mask mandates of airlines. The last thing I want when I pay for my airplane ticket is drama in the air because an unvaccinated mask adverse patron decides to stand up for their right to be wrong and not follow the rules. Preferably, airlines will require vaccines to fly. Sorry if that is...

      at this point most anti-maskers are also anti-vaccine, mainly because those that are vaccinated are the most likely to comply with the mask mandates of airlines. The last thing I want when I pay for my airplane ticket is drama in the air because an unvaccinated mask adverse patron decides to stand up for their right to be wrong and not follow the rules. Preferably, airlines will require vaccines to fly. Sorry if that is antithetical to your view of the pandemic. Your right to be you ends when it conflict with the rights of others, who are following all pandemic related protocols. No one person is more important than the rest of the people on the flight, and if they think they are, they should be stopped from boarding.

    9. Victoria Lynn Menard

      What about the people who can't be vaccinated for heath reasons? Thats not cool, I still wear my mask everywhere this delta virus is ramping back up. Scary!

    10. Linda Davis

      There are a limited amount of people that cannot receive the vaccines. And if they have serious underlying health issues, they probably shouldn't risk flying! That being said, They are the ones that should be investing in hospital grade masks(N 19). There is no excuse for not wearing a mask especially if you are not vaccinated!

    11. BN

      If you let her get away with getting one up on you & she saw you weren't going to say anything back, how fast do you think she'd pull down that mask & call the employee a b$&ch again? Let's place bets.

    12. BN

      If this passenger saw that she got one up on you & that you weren't going to do anything about it, how fast do you think that mask is coming off again while she's shouting b$&ch as she's walking off with a big triumphant smile! Let's place bets.

    13. Tspears

      There are hundreds of people on that flight that don't have mask issues and aren't rude towards crew members. The problem with immature and aggressive people is that it often won't stop at the gate and will continue onto the flight, at which point it becomes a much more serious issue.

      She had two chances to behave like a grown-up and couldn't. She can take another flight. No reason to risk everyone else's experience because one lady is act8 like a child.

    14. Jack

      Flamboyant? Really? Care to expand in that? Or is that just a "code word" for what you really meant?

  13. S. Smith

    Seriously, have you flown Spirit lately? No one owes them an apology, the truth hurts.

  14. Another Lump

    Why so many customers behaving badly posts on this blog? It's completely uninteresting. Obnoxious people do stupid stuff every day, we've all seen it. Putting more eyes on behavior further encourages it.
    It's not travel news just because someone filmed it and posted it online. This is becoming the national enquirer of travel blogs.

    1. Erik

      you read it and felt the need to comment, didn't you? thats called ~engagement~

    2. Ez

      I think the risk of a no-fly ban certainly will influence the behavior of others, and should be publicized.

    3. Victoria Lynn Menard

      Agree..... little kids don't need to see grown adults acting this way and hear cussing.

  15. Pohaku

    I disagree that the woman should have been allowed to apologize and then fly AA. Until they suffer major consequences from their actions these behaviors will continue to cause disruption if flights and abuse of employees

    1. ARCTKOS

      You give the self-entitled customer an inch they will take a mile. This behavior should not be reinforced but dealt with in a fast and judicious manner. Flight and health safety is depending on doing the right thing when a person is doing the wrong thing.

    2. Victoria Lynn Menard

      Customer service is a very hard job! What happen to peace and kindness. Its a sad world we live in today

  16. Joe

    As it should be...

    When I last worked in a public facing role, my employer was very supportive when we told unreasonable customers to go elsewhere. When we made an error, we would bend over backwards to find a solution. When the customer made an error or was unreasonable, we would never bend over forwards

    1. ARCTKOS

      Excellent. Some people want to coddle this behavior and give her excuses. Even the other passengers called her out on her lying. Nothing but a self-entitled manipulator who can easily pull on heartstrings to get away with it and got what she wants. On the meantime, people are delayed and there is a potential for missing connecting flights.

    2. makewaves

      I agree. Bending over backward to accommodate a customer or client is certainly often appropriate. However, let them know you won't be bending over forward.

  17. Tessa

    Good job!! It’s about time inappropriate and/or aggressive customers are held responsible for their actions.

  18. Nate nate

    So, I think AA is well within its right to do this. But people do change and mature. There should be a limit to the term of a first offense punishment. Perhaps a common carrier should be limited to a 1 year ban at first before a lifetime ban. Common carriers do play a utility role in our society, so a lifetime ban is significant. By common carrier, I mean any transit provider -- airlines, Uber/Lyft, UPS/FedEx, or mass transit.

    1. Airline Employee

      Absolutely disagree. These people need to grow up!!! You are already an adult and you act like this in public?? How many other times has she verbally abused someone and got away with it? Maybe the FEDS should start punishing people that violate the rules in the air on a plane. Then it becomes Federal!

  19. Blur

    A couple things one person mentioned prompted me to comment.

    I whole heartedly felt the Manager was 100 percent correct on what he did and said. Her being banned from that particular flight protected the employees from dealing with someone whos dealing a bunch of unnecessary drama to them and it also makes her think about what shes doing. I never heard him say that she was banned from ALL flights.
    He doesn't...

    A couple things one person mentioned prompted me to comment.

    I whole heartedly felt the Manager was 100 percent correct on what he did and said. Her being banned from that particular flight protected the employees from dealing with someone whos dealing a bunch of unnecessary drama to them and it also makes her think about what shes doing. I never heard him say that she was banned from ALL flights.
    He doesn't owe spirit an apology for the simple fact that he didn't say anything bad about them. He recommended an airline that is notorious for "cheap" airfare. Therefore it wasn't an insult but since she was banned from that particular flight spirit would probably be much cheaper. In this case if there's any owing anything, Spirit owes the Manager a thank you for recommending their service to her She probably already learned her lesson especially considering that she kept trying to sugar her story down with a bunch of lies. I agree with his actions. Had she apologized and owned up to her faults instead of lying about what she did and said, I would have probably agreed that he should've given her another opportunity. If she doesn't want to follow the rules and respect the employees, she doesn't need to fly with them and cause a disturbance. Theres already a huge spike in idiots getting on planes to act a fool and considering that I have quite a few flights to cath for the next few weeks Im not as thrilled to fly as Id usually be for that reason.

    1. BB

      I agree. In addition, Spirit is actually the other carrier flying the same route. It may seem like he was calling out Spirit for a specific purpose or jab, but given that it's really the only other fight option, it was 100% appropriate as a suggestion.

  20. Kimberly Ruttenberg

    This is a conversation that has needed to happen. This is abuse. Wear your mask. Do as your told. Wearing a mask on the plane is uncomfortable for everyone. There's no need to physically or verbally assault anyone. Get over yourself.

    1. Liz Hall

      Was it assault, or did she just exercise her first amendment rights to use the word, " bitch"? Quite frankly, I am sick of the entitled behavior from airlines! In a Capitalist system, a business has the right to fail, or succeed. It is NOT the responsibility of the taxpayers to " bail" them out!

    2. Steve Burek

      She acted like a spoiled 10 year old and should be treated that way. The airline has the right to refuse her service and she has the right to find another carrier.

    3. Les

      People don't have a First Amendment right to call an airline employee a swear word, particularly when that employee is simply trying to ensure that federal regulations are followed.

      You really need to learn what Constitutionally protected freedom of speech actually entails. Here's a hint: it does *not* entitie people to say whatever they want with no consequences. Here's an idea, Liz Hall: why don't you try calling your boss what that person called...

      People don't have a First Amendment right to call an airline employee a swear word, particularly when that employee is simply trying to ensure that federal regulations are followed.

      You really need to learn what Constitutionally protected freedom of speech actually entails. Here's a hint: it does *not* entitie people to say whatever they want with no consequences. Here's an idea, Liz Hall: why don't you try calling your boss what that person called the AA employee, and see how long you keep your job? Be sure to tell your boss about the First Amendment, and then watch and learn what it *doesn't do.*

    4. Jack

      Ok Liz time for a lil bit of "how the Constitution actually works". The first amendment says the government can't make laws against most speech. AA is not the government, it's a private company so they have much more leeway. Like the right to not do business with people who abuse their employees. It also doesn't provide protection against consequences if you run your mouth. So this woman exercised her right to free speech and...

      Ok Liz time for a lil bit of "how the Constitution actually works". The first amendment says the government can't make laws against most speech. AA is not the government, it's a private company so they have much more leeway. Like the right to not do business with people who abuse their employees. It also doesn't provide protection against consequences if you run your mouth. So this woman exercised her right to free speech and AA exercised their right to provide consequences for her doing that. lesson over

    5. Linda Davis

      To answer your question, Karen... it was a verbal assault by reasonable standards! Uncalled for no matter how you look at it. Masks are mandatory. Period.

  21. Barbara

    I have been on a flight with a drunken passenger that started a fist fight and had to be restrained. At 30,000 feet and at the mercy of a self indulgent jerk left me feeling not only rage at being stuck but completely in agreement with the airlines no tolerance policy for misbehaving people. If they mouth off on the ground. I don’t want them boarding. If they’ve boarded, I want them punished.

    1. Liz Hall

      Wow, you sound very " entitled." Not to mention, IGNORANT!

  22. Aric

    "If you went into a restaurant or store, you wouldn’t expect to be helped if you call the person working there a 'b*tch' to their face."

    I see you've never worked retail before.

  23. The stew

    I agree with the manager. There is no cause to call anyone a name,especially when you are in the wrong. Perhaps next time she will think about what comes out of her mouth. After all she agreed to wear the mask before she came to the airport.

  24. Kim

    I can only hope this is done to every passenger who exhibits this type of behavior. The screaming, cursing, threatening, physical violence and death threats against people who disagree ones personal opinions has got to stop. Enough! Flying is a privilege, not a right.

    1. Travis Weberling

      I get what you're saying, BUT what I've been noticing with flight attendants & etc, is that they're too quick to upset when a customer gets into an argument with them about ANYTHING, I mean these flights attendants act like baseball umpires at times & are quick to eject or "fire" a customer from a flight, like umpires do with players & managers at a baseball game. I've personally seen customers get kicked off a...

      I get what you're saying, BUT what I've been noticing with flight attendants & etc, is that they're too quick to upset when a customer gets into an argument with them about ANYTHING, I mean these flights attendants act like baseball umpires at times & are quick to eject or "fire" a customer from a flight, like umpires do with players & managers at a baseball game. I've personally seen customers get kicked off a plane for talking among themselves about how long the delay was for takeoff on a flight & a flight attendant heard the conversation & took what they were saying personally like it was an attack on the flight crew or something. Look, I can understand putting people on a no fly list if they're violent or something, BUT at the rate the airlines are going with how many people are going on an airlines's no-fly list, if they're not careful, they'll run out of people who will fly. Also, greyhound's customer service on their buses & at their stations, are just as bad, if not WORSE than some of the airlines

    2. Ez

      no, not really. By banning disruptive passengers the flights will only be more pleasant for everyone else, encouraging them to continue flying. It seems to me you think that catering to unpleasant people is required to run a successful business, but I think there are more pleasant adults who behave in a civil manner than the alternative, which seems to be the opposite of what you think.

    3. Sparklemahn

      Behave and no problem. It's up to you to do the right thing. The airlines will never need your business.

    4. Liz Hall

      Actually, in a Capitalist society it is a right. It is open to anyone who buys a ticket!

    5. OCTinPHL

      You really are clueless…. No business has to do anything - a business can choose not to sell you a ticket, a cake, whatever - as long as it’s refusal is not discriminatory (against a protected class). There is no right to fly. She called someone a bitch; the business can refuse her business.

      Your multiple comments show an incredible lack of understanding. There is no First Amendment issue here. Not even close.

    6. Jack

      And when you buy said ticket you agree to abide by the rules that go along with it. You really are horrible at trolling

    7. Jackie

      Wow, wow, wow. Liz, what’s going on in your brain???? Do you really uphold with wrong behavior? Are you really in your right mind? How were you raised? With discipline? Do you know right from wrong? Are you used to the word no? It seems to me that you yourself would be a danger on an aircraft. You really need some counseling if you can’t differentiate right from wrong. Wow!!!!!

    8. Linda Davis

      Jackie... glad you picked up on her behavior too!

    9. Linda Davis

      LIZ be careful! Your ignorance is showing. Not to mention your inner turmoil and anger. It's unbecoming of you! You seem to be just waiting for the opportunity to insult someone. Why?Gonna have to call you "Karen" Lol.

  25. Sylvia messier

    Good for him, he did the right thing....some people think they can get away with being mean....

  26. Tim Dunn

    Companies tell certain customers that they would would prefer they take their business elsewhere and, for the most part, that is legal to do and should occur when serving the customer is not satisfying or profitable.
    The irony about telling the customer to go fly with Spirit is that 1. he does it with a degrading tone that suggests that Spirit passengers are lower quality - and yet there have been no shortage of...

    Companies tell certain customers that they would would prefer they take their business elsewhere and, for the most part, that is legal to do and should occur when serving the customer is not satisfying or profitable.
    The irony about telling the customer to go fly with Spirit is that 1. he does it with a degrading tone that suggests that Spirit passengers are lower quality - and yet there have been no shortage of cases of bad passengers on AA flights. The common theme is that both AA and NK are aggressively discounting to fill seats which means you get more "bad passengers" that the normal clientele.
    and the second reason is that Spirit is massively building Miami where they will become the 2nd largest airline 2 months after starting service. They might get the last laugh.

    1. BB

      He does NOT imply anything about Spirit. That's YOU taking in whatever way you are. Did you know on this particular routing, Spirit happens to be the only other option. So, his suggestion was actually helpful given the circumstances. If she won't be going on AA/A eagle, her only option IS Spirit. Apparently, she chose AA over Spirit when she booked her ticket -- For whatever her reasons.

  27. Lynda N Thompson

    The abuse Flight attendants and other airlines' staff have had to contend with is unreasonable and horrible. It is unbelievable that passengers can be so rude, abusive and out-of-control. I applaud this manager and hope that all future such passengers will be forbidden to travel.

    1. ARCTKOS

      Agreed. They are not better than a violent shoplifter threatening the safety of employees and customers. They are stealing the services and time to be somewhere from paying passengers.

    2. Liz Hall

      Forbidden to travel? Sorry sweetheart, but never will you or anyone have the right to forbid anyone to travel!

    3. MD

      That’s why I say equip the flight attendants and staff with a license to carry a taser and tase these out of control selfish people! That should bring the sting these people are trying to cause others with their behaviors!

  28. Ann

    Kudos to the manager. This must be done at all airlines. It’s a law you don’t like it then don’t fly. Enough of the BS

  29. Freddie

    Customer service, flight crews and any other employee that come in contact with the general population, they should get the Big Bucks pay!
    Kutos to the manager...

  30. Eskimo

    Sucker Punch to Spirit is also unprofessional.

    Both Karen and the Manager are at fault.

    1. Chris

      She didn’t comply with FAA regulation, so NO flying, e all know the rules.
      Manager protects his employees, awesome!
      Maybe being called out and referred to a barebones airliner is what’s needed for people like her to wake up and treat others with respect, instead of being rude feeling entitled?

    2. Airline Employee

      Spirit SUCKS!!! Good call from AA manager

  31. Donna

    Kudos! Clapping my hands here! She lost her chance to explain when she chose disrespect and noncompliance. Go elsewhere. Yayyy! This needs to keep happening to these people who think abuse to workers is okay

  32. Karen

    I was recently on a flight where three young men refused to wear masks. After much delay they were removed by the police. They were also verbally abusive and no one should have to accept that behavior from a customer. Their behavior delayed everyone else as well as put everyone on that plane at risk. Remember you are not just protecting yourself you are protecting everyone else around you. Deliberately exposing others to your germs...

    I was recently on a flight where three young men refused to wear masks. After much delay they were removed by the police. They were also verbally abusive and no one should have to accept that behavior from a customer. Their behavior delayed everyone else as well as put everyone on that plane at risk. Remember you are not just protecting yourself you are protecting everyone else around you. Deliberately exposing others to your germs is not acceptable in our world today.It’s simple follow the rules or don’t expect service and treat your fellow man like you want to be treated. Kudos to this manager and like the crew on our plane it was handled respectfully and quietly.Which is probably more than this woman deserved.

    1. Ralph4878

      "It's simple: follow the rules or don't expect service, and treat your fellow man like you want to be treated." In an ideal world where politicians don't stoke the flames of fear and hatred, that might work...but we've just lived through the most turbulent of times in these last 4-5 years, with a party politicizing science and scientists, masks, a virus, and "personal liberties." I agree with everything you've said here, Karen, but when people...

      "It's simple: follow the rules or don't expect service, and treat your fellow man like you want to be treated." In an ideal world where politicians don't stoke the flames of fear and hatred, that might work...but we've just lived through the most turbulent of times in these last 4-5 years, with a party politicizing science and scientists, masks, a virus, and "personal liberties." I agree with everything you've said here, Karen, but when people belief the most powerful man on the planet has given them permission to be unimaginably selfish and to believe whatever they want to believe, it's hard to put the genie back in the bottle...

    2. Abe Froman

      Maybe you should read right from the government's website (FDA) about surgical masks, before you spread lies about about their effectiveness. If you are wearing your mask and you truly believe it works, what does it matter if anyone else wears one?

      https://www.fda.gov/medical-devices/personal-protective-equipment-infection-control/n95-respirators-surgical-masks-and-face-masks

      If a company has a mask policy, that is their right and I play along. But do not tell me that I have to wear one for my/everyone's protection. That is an...

      Maybe you should read right from the government's website (FDA) about surgical masks, before you spread lies about about their effectiveness. If you are wearing your mask and you truly believe it works, what does it matter if anyone else wears one?

      https://www.fda.gov/medical-devices/personal-protective-equipment-infection-control/n95-respirators-surgical-masks-and-face-masks

      If a company has a mask policy, that is their right and I play along. But do not tell me that I have to wear one for my/everyone's protection. That is an outright lie.

  33. Jerry

    What if the other airline employee really Was being a bitch?

    1. Chris

      Even if, she still didn’t comply with FAA rules…

    2. Eskimo

      @Jerry
      Yes airline employees have too much power these days, especially flight crews. They were given power to use at their discretion but sometimes, even they are well within their powers, they make a draconian judgement call. So even if the airline really was a b**ch, he/she/they still have absolute power.

      @Chris
      And I hope you don't work for any airline. Like many draconian airline employees, they love to MAKE UP YOUR OWN...

      @Jerry
      Yes airline employees have too much power these days, especially flight crews. They were given power to use at their discretion but sometimes, even they are well within their powers, they make a draconian judgement call. So even if the airline really was a b**ch, he/she/they still have absolute power.

      @Chris
      And I hope you don't work for any airline. Like many draconian airline employees, they love to MAKE UP YOUR OWN RULES.

      FAA doesn't have any rules about masks. It's the CDC enforced by DOT. You also have to wear masks on public transportation, trains, busses, ships, etc.
      STOP MAKING YOUR OWN "FAA" RULES. So many of them that is used by crews NEVER EXISTED.

    3. BB

      So, you're going to quibble with whether it's a DOT or an FAA requirement/rule? Tell me, at the end of this day, what's the difference in the way the employees are enforcing the requirement? I'm very interested in your reply.

    4. Eskimo

      @BB

      Because these dictators like to quote an authoritative agency rules that never existed.
      In this case, luckily it was actually a federal mandate. I don't really quibble much if a non airline employee gets mixed up. (hence, I specifically call out airline employees) Because most people, like you, have no clue and doesn't even care about which agency because it's not your job. Unfortunately, for employees, it's their job.

      Imagine a police arrest...

      @BB

      Because these dictators like to quote an authoritative agency rules that never existed.
      In this case, luckily it was actually a federal mandate. I don't really quibble much if a non airline employee gets mixed up. (hence, I specifically call out airline employees) Because most people, like you, have no clue and doesn't even care about which agency because it's not your job. Unfortunately, for employees, it's their job.

      Imagine a police arrest you jaywalking but cites you a federal jaywalking violation.
      Compare that to a stranger trying to call the FBI because it's against federal law to wear your mask inside-out.
      Overusing power vs. Have no clue.
      So you still think I quibble?

  34. Janet H

    I LOVE it..... but she should be on a No Fly list for all airlines. I am sick of entitled, ignorant, rude Americans.

    1. Scott

      But you are okay with entitled, ignorant, rude Canadians?

    2. Regis

      How do you know she is American?

    3. Liz Hall

      Janet H, thank God you have no power! Nobody would have any rights! It sounds like you are the " entitled" one!

  35. Rhonda

    Sounds like the customer suffers from the same delusion others have….she doesn’t comprehend that her rights end where other people’s begins.

    1. Liz Hall

      Lol, actually Rhonda, she is well within her right to freedom of speech granted by the constitution by using the word, " bitch." Perhaps you should read the constitution and know what people's rights actually are before you make an ignorant comment!

    2. I took high school government class

      This reads like someone who has never actually read the constitution and whose understanding comes from Facebook posts and certain 'news' outlets.

    3. Rose

      You should probably be the one to read the constitution. The first amendment covers the government, not private businesses.

    4. Steve Burek

      And the airline is within it's rights to refuse her service.

    5. OCTinPHL

      You really are clueless…. No business has to do anything - a business can choose not to sell you a ticket, a cake, whatever - as long as it’s refusal is not discriminatory (against a protected class). There is no right to fly. She called someone a bitch; the business can refuse her business.

      Your multiple comments show an incredible lack of understanding. There is no First Amendment issue here. Not even close.

    6. Mattyicecreamcone

      1st ammendment doesn't give you the right to use slander or defamation in a hostile way towards.other people. So with your logic a bomb treat is freedom of speech, so it should be allowed right? No consequences?

    7. Jack

      LoL take a high school civics class. You are just showing your stupid here

    8. Karen Hall

      Why dont you just admit that you are a 'Karen' and have had your constitutional capitalist entitled self called out for such behaviour? Go sit in a corner, troll, until your meds kick in.

  36. Kenneth L Gallaher

    Every company needs to know when to fire a customer.

  37. Anna

    Good job goes the manager! He simply gave her the name of another airline to fly on. As far as saying crap...no big deal. I would work for him in a heart beat. Taking care of his people.

  38. Marcia

    Thank you for this Manager... Too much disrespect towards Flight Attendants just trying to do their job, following protocol & keeping all passengers safe throughout the flight. They don't like wearing masks anymore than we do..please just follow rules and be nice to your Flight Attendant. Don't fight it... There are always consequences for your actions.

  39. Eva

    Wow! Glad to hear the AA Mgr stepped down in & called her out. Hope all the passengers that are so disruptive are placed on the permanent NO FLY list!!

  40. ARCTKOS

    Excellent job. I think it was fully inline that he said the c word. Trumpism and out of control fake libertarians like Rand Paul are enablers of these toxic people. The service and hospitality industry is stressful enough with trying to make customers happy even if it's a low-paying retail job. I am used to seeing upset customers because of poor and inattentive service that was paid for, but this is on a while new...

    Excellent job. I think it was fully inline that he said the c word. Trumpism and out of control fake libertarians like Rand Paul are enablers of these toxic people. The service and hospitality industry is stressful enough with trying to make customers happy even if it's a low-paying retail job. I am used to seeing upset customers because of poor and inattentive service that was paid for, but this is on a while new level of entitlement. It is no different than shoplifters attacking employees or customers because they feel that they are entitled to steal. Companies are closing stores or seriously reducing hours which has an impact on the rule-abiding community as a whole meaning less hours, less pay, less jobs, and less revenue in taxes for the community or politician's pockets. The fact is these people are not better than violent shoplifters. They are stealing your time and money for that flight you paid for by being a disruption and security threat to all who are passengers and crew members on those flights. Good job. Stay safe. Happy travels.

    1. Liz Hall

      Actually, it's quite different from " shoplifters attacking." The woman exercising her first amendment rights, paid for her ticket. You have really distorted thinking and obviously don't know anything about the laws of commerce.

  41. Chris

    I love it when a boss stands up for his employees!!!
    For the sake of arguments, even if the employee was a b****, customer didn’t comply with FAA rules, so NO flying for the lying Karen!
    Customers are NOT always right!!

  42. Nila

    That’s what I call good management. Way to deal with entitle stupid customers!

    1. Liz Hall

      You mean " stupid people" who don't understand the English language?

  43. Connie Andrews

    It is to our advantage to wear masks when we travel. People travel when they are I'll. They may not know it. To punish those enforcing wearing the mask is unacceptable. They are protecting us.

    1. Liz Hall

      Lol, spoken like a true sheeple, Connie Andrews!

  44. RF

    Good work by this manager. Fire the Karen.

  45. David Robert Gover

    100% agree, rules are rules,. common courtesy should be the norm, not the exception.Too many people feeling entitled to abuse flight attendents, resteraunt workers, taxi drivers etc. Take a bus, or drive yourself if you cant behave responsibly

  46. Amy

    Lots of people expect to be served regardless of what they say or do to you. The customer expects to be served no matter what but the employee is expected to remain professional. That was obviously said by someone who has never worked in the service industry.

  47. Wallace Vought

    Only thing that prevents people like this from getting the proper beat down they deserve are laywers!

  48. Ron R

    Better that this customer rent a car for her next trip. It would be better for all!

  49. Ez

    I don't think it is too much to ask to have airline passengers act like adults (if they aren't children). If a passenger is arguing about masks at this point they shouldn't be flying -- and if one airline adds them to their no fly list they should be sharing that distinction with other airlines. When I fly, the last thing I need is someone who feels entitled to make their own rules onboard with...

    I don't think it is too much to ask to have airline passengers act like adults (if they aren't children). If a passenger is arguing about masks at this point they shouldn't be flying -- and if one airline adds them to their no fly list they should be sharing that distinction with other airlines. When I fly, the last thing I need is someone who feels entitled to make their own rules onboard with me. Obviously, they never learned how to be polite and how to "adult" properly.

  50. Stratton

    This is super uncomfortable to watch. Probably because it’s the kind of scorn porn that’s long overdue.

    Bravo, American Airlines!

    I was on my first post-Covid19 flight earlier this week (Delta - the airlines, not the variant) & across the aisle from me, in my row, there was
    An indignant putz who wouldn’t wear his mask because he was “eating”. Nevermind the fact his “eating” was just a lame trolling; bringing a wrapped,...

    This is super uncomfortable to watch. Probably because it’s the kind of scorn porn that’s long overdue.

    Bravo, American Airlines!

    I was on my first post-Covid19 flight earlier this week (Delta - the airlines, not the variant) & across the aisle from me, in my row, there was
    An indignant putz who wouldn’t wear his mask because he was “eating”. Nevermind the fact his “eating” was just a lame trolling; bringing a wrapped, foot long sub sandwich on an airplane & cradling it like it’s your child the entire flight (without unwrapping it) doesn’t suggest imminent eating, insomuch as it screams, “look at me! I’m a shithead!”...good grief.

    Our flight attendant wasn’t gonna entertain his five-mile-high “protest”, so after she asked him ONCE to put his mask on, she rightfully just ignored the dude, as the flight had less than an hour remaining. Upon landing, though, as we exited the airplane, two airport policeman met the guy at the door of the airplane, and took both him & his still wrapped sandwich into custody.

    No shoes, no shirt, NO MASK, no service, people. Your “liberties” aren’t being violated.

  51. Sam

    Actions have consequences. Our liberty ends at tip of ones nose. Unfortunately we pander to mitigating circumstances to excuse one's misbehavior. That needs to stop. If smoking in plane qualifies for no fly list why not no maskers.

  52. Dex Wilson

    This isnt just an issue with the airlines, but the service industry as a whole. And it definitely isnt a new issue by any means, it has just become more noticed over and past few years. "The worst part of working customer service is the customer" That was something I learned very quickly when working in a restaraunt, and it is honestly good to see workers finally standing up for themselves. This article mentions that...

    This isnt just an issue with the airlines, but the service industry as a whole. And it definitely isnt a new issue by any means, it has just become more noticed over and past few years. "The worst part of working customer service is the customer" That was something I learned very quickly when working in a restaraunt, and it is honestly good to see workers finally standing up for themselves. This article mentions that this kind of behaviour wouldnt be tolerated in a restaurant, but it is tolerated, and even condoned by corporate policies of reprimanding employees that stand up for themselves and tell off these entitled customers. Moral of the story? STOP BEING A KAREN, KAREN!

  53. Don W

    Good actions from the manager. May have saved flight from being diverted to deplane same customer for even worse behaviour once in flight. It's about safety. It's about taking care of all the other customers who are able to put their own feelings aside and follow a few simple rules for the sake of everyone else.

  54. Wolfnaz

    Definitely the manager did the right thing. I flew American two weeks ago and I was concerned because there are so many stories like this, but had a great quiet flight both ways. Airline employees deserve our help and we can do that by following the rules they are trying to enforce and not giving them any grief. Glad this woman won't be flying AA,

  55. Kyle

    As long as airlines treat autistic children as horribly as they do, it doesn't bother me that flight attendants are treated poorly. Bigots should be treated poorly. Not having medical exceptions to mask mandates for autistic children is bigoted.

    1. D’uh

      The airlines didn’t make the mask rule. They were not asked for their input or recommendations. But they are held responsible for enforcing the rules just the same.

      Take your beef up with the CDC.

  56. KATHLEEN BISSELL

    Thank you, American Airlines! Give this manager and his staff kudos.

  57. Eclectic

    She was right that the mask requirement is stupid. It is not scientifically justified.

    She shouldn't have called the staff a name, as it was not the staff's decision.

    Airline staff have a tendency to be officious and rude. That is why travelers so often get upset.

    1. Steve Burek

      "Airline staff have a tendency to be officious and rude. That is why travelers so often get upset."

      The reason they get that way is from putting up with entitled losers like her.

  58. Sparklemahn

    Those who don't wear masks when required are snowflake Conservatives, too stupid to do what's right.

  59. Sylvua Ayodele

    This is what a true manager should do, he didn't banter back and forth with the rude customer, got straight to the point. I hope more airline managers take note.

  60. Barbara R

    Totally agree, what a great person and Manager.....The woman is rationalizing, justifying, and lying, regarding her inappropriate behavior and crassness, now that she see herself losing the ability to drive her own way to her successfull outcome.

  61. Richr

    Besides the circumstances of this video, I've had it with the "Karen" moniker. Something tells me if a different moniker was used for a different female, b*#ch would be an incredibly mild reaction by comparison. Stop it and focus on the facts, not childish name calling!

  62. Airline employee

    @ Eskimo- don’t like the airline rules don’t fly. Why is it that the airline industry is the only place of business that people feel they can cuss at an employee because they don’t like what they are being told. Do you talk to people like that at grocery stores, cruise ships, etc.?? And by the way, there is a mask mandate in place. So either mask up at the airport and on the plane...

    @ Eskimo- don’t like the airline rules don’t fly. Why is it that the airline industry is the only place of business that people feel they can cuss at an employee because they don’t like what they are being told. Do you talk to people like that at grocery stores, cruise ships, etc.?? And by the way, there is a mask mandate in place. So either mask up at the airport and on the plane or dont go!!! It’s simple. The company has a right to refuse service to anyone, including being verbally abused!!

    1. Eskimo

      @Airline employee

      Agree with everything you said.
      I respect the actual rules, but not the made up ones. I think almost every customer facing job doesn't deserve to be cussed but is definitely expected as a front line employee. And I still wear masks, regardless of vaccination status. The company's right to refuse service is NOT the same as personal opinion of an employee's right to refuse service.

      What I don't like is...

      @Airline employee

      Agree with everything you said.
      I respect the actual rules, but not the made up ones. I think almost every customer facing job doesn't deserve to be cussed but is definitely expected as a front line employee. And I still wear masks, regardless of vaccination status. The company's right to refuse service is NOT the same as personal opinion of an employee's right to refuse service.

      What I don't like is employees abusing their powers. In this case, airline employees.
      You are a great example!!!!!, you don't even understand the context of what I'm trying to say and you already picture me as a bad person (who breaks rules, cuss at people, and not wear a mask). You will offload me from a flight on the first opportunity you can from your misunderstanding of my words. Your judgement of me is done forever. You will see anything in my hands as a potential weapon, every word I say as a threat, every move I make is trying to hide something, or lowering my mask to consume something as not wearing masks.

      The best part (for you at least), all you need to do is alert the authorities/file report and claim I'm doing something suspicious and might be a terrorist or I refuse to wear a mask. I will miss my flight before I can even defend myself for doing nothing wrong. Worst part (for me at least), I can get banned from the airline.
      This is no different than the recent incident that a father was accused of trafficking his own son.

      You have too much power, and happy to exercise it to the full extent. But maybe you don't deserve all those powers.

      I hope we never cross paths ever.

  63. Kathy

    HAHA I love the Spirit reference. Good for him for standing up for his employee, holding the line on carrier guidelines and rules for behavior and not letting her off the hook. I bet she NEVER does that again.

  64. JohnRossa

    Love it. This self-entitled Karen deserved everything she got. Also, in his defence, you cannot mention Spirit Airlines and not use the word "crap".

  65. Don

    Like someone said earlier, never berate another airline, VERY UNPROFESSIONAL.

    1. Jack

      Look up the definition of berate. Ok I will wait. While you are hanging your head in shame for your comment, also realize that Spirit is the only other airline that serves that route from that airport so he was actually providing her with a helpful suggestion. No go sit in the corner and read a dictionary

  66. Shelisa A Jones

    I am a frequent flier with American Airlines (golden) The manager handled this very professional with the exception of him telling her to fly spirit in other words he pretty much said spirit is what?!

  67. Little Wolf Cieslewski

    I think what the airlines are doing to unruly passengers is correct ! People know what the rules are and if they disrupt or injure a airline employee they should be punished..They need more Air Marshalls to ensure all employees are kept safe. If you can't follow rules don't fly.

  68. Skip

    I work at the airport, the disrespectful attitude & the calling of airline employees nasty names is epidemic now, many times it's the passenger fault be it late check, overweight bags , expired ID or no ID at all but we subject to the abuse, spit on, pushed & even threats of killing us, & it's getting worst, so when you happen to see an airline employee go full Rambo on a passenger just know that the employee has been pushed to their limit and beyond

  69. Jonathan

    Having been a flight attendant in a former life, we were trained we are "informers, not enforcers." That we have absolutely no jurisdiction and throwing "FAA" into something that is untrue, is a tacky way of name dropping.
    In the way of denying boarding, if someone is disrespectful or behaving badly on the ground, it's easier to deny boarding and rebook or refund them (depending on the circumstances) rather than interrupt the flow of...

    Having been a flight attendant in a former life, we were trained we are "informers, not enforcers." That we have absolutely no jurisdiction and throwing "FAA" into something that is untrue, is a tacky way of name dropping.
    In the way of denying boarding, if someone is disrespectful or behaving badly on the ground, it's easier to deny boarding and rebook or refund them (depending on the circumstances) rather than interrupt the flow of thousands of other travelers to make an emergency landing to have someone removed from a flight for a non emergency reason.
    I would have suggested she look into the airline's charter program so she could have her own jet, not so sure I would have called out another carrier though. That said, I UNDERSTAND the Manager's position and frustration.

  70. Kegan

    He didn't need to suggest Spirit would deal with her nonsense but otherwise well done, in my opinion. We need to keep in mind, airlines are businesses. They have the right to operate within the law, but how they choose otherwise. If they require a mask and you disagree, don't purchase their service. Go buy your own plane.

  71. Laney

    To the other commenters, quit saying "up until the manager said xyz". EVERYTHING he said was perfect. Just perfect.

  72. Maggie P.

    American Airlines is a business. Not a daycare for rude ,abusive, entitled adults. We all have the right to agree to disagree. If you are adamant about not wearing a mask, then don't go and or participate at an establishment that mandates that you must wear one. 1) She agreed and knew the rules of masking. 2) Disrespect is not tolerated. 3) Lying shouldn't be your second language. If you're big and bad enough to...

    American Airlines is a business. Not a daycare for rude ,abusive, entitled adults. We all have the right to agree to disagree. If you are adamant about not wearing a mask, then don't go and or participate at an establishment that mandates that you must wear one. 1) She agreed and knew the rules of masking. 2) Disrespect is not tolerated. 3) Lying shouldn't be your second language. If you're big and bad enough to say it, be big and bad enough to own it. 4) Had she been honest about what she said ,the outcome could possibly have been different. Unfortunately, she allowed her mouth to cash a check that her gluteus maximus couldn't cover. 5) I'm kinda on the fence about the Spirit comment. Reason being he did give her information about another traveling arrangement. To some people they took it as an insult to Spirit. By telling her, at least she wouldn't be stranded. 6) Please remember that everyone has a life, places to go, people to see, meetings to attend. Behave yourself. No one should have to be inconvenienced because you don't have the sense of a dead flea. Remember, your rights end where mine begins and vice-versa. Respect is earned not demanded. 7) Have a safe, quiet flight ✈️

  73. LeRaema Radinow

    When you enter a place of business you are there to part-take of their services. (Restaurants, hotels, airlines, sports) While some have policies that are dictates of other official entities some by said establishments. They are known prior to entering their place of business and expected to be adhered to. Disregarding these doesn't provide the customer the right to be disrespectful of those policies or employees. This is a stressful times for the entire world...

    When you enter a place of business you are there to part-take of their services. (Restaurants, hotels, airlines, sports) While some have policies that are dictates of other official entities some by said establishments. They are known prior to entering their place of business and expected to be adhered to. Disregarding these doesn't provide the customer the right to be disrespectful of those policies or employees. This is a stressful times for the entire world and these policies, while not popular, are there to help protect as many of us as possible. With an airline the property this happens in is restricted and confined. You can't just walk out the door of an aircraft in the air. Nope, there is no pulling to the curb to let you out. Put on your big girl panties and deal with it.

  74. WIL NIMMONS

    The manager is right you should travel with class act like you got some common sense to treat people with decency There are rules to follow you don't want to follow the rules find your own way to get to your destination treat people like you like your mother should be treated and people who don't know how to act right multiply with the rules while traveling the air they should not be traveling Airlines...

    The manager is right you should travel with class act like you got some common sense to treat people with decency There are rules to follow you don't want to follow the rules find your own way to get to your destination treat people like you like your mother should be treated and people who don't know how to act right multiply with the rules while traveling the air they should not be traveling Airlines at all the pilot should have to worry about what's going on in the cabin while they find a plan and a stewardess shouldn't have to worry about being assaulted or verbally attacked while they're doing their job

  75. Lynette Graves

    This manager is good. He never raised his voice or got agitated. He stated the facts and moved on instead of listening to all her forthcoming defense stories. Giving options is part of Managing…if he mentioned Spirit maybe it’s because flight schedules goes to the same area and he knew that.

  76. Ted Coppock

    Handled well insisting polices must be adhered to in a respectful manner.

  77. Barry Wood

    Thank you for standing up for real people and not for those who believe they must share everything in themselves that is selfish and self gratifying. Especially nice have been the reports of the airlines stopping the displays of anatomy that seem to be the main reason some of these people have for being in public at all. We are all sick to death of the hypocrisy inherent in such people. Liberty does not give people the right for unrestrained license. Thank You

  78. DenB

    Let's see some behavioural science on how to reduce the hostility between pax and airline staff. Do punitive reactions by airline staff change the trend? Does cramming people in, giving them 17 rules to follow instead of 5, withdrawing service, displaying staff as enforcers, affect the attitude of pax?

    It's be nice to see some data, compiled by actual experts in behavioural science, instead of arguments online and cheers for a "hero" that wrestled a...

    Let's see some behavioural science on how to reduce the hostility between pax and airline staff. Do punitive reactions by airline staff change the trend? Does cramming people in, giving them 17 rules to follow instead of 5, withdrawing service, displaying staff as enforcers, affect the attitude of pax?

    It's be nice to see some data, compiled by actual experts in behavioural science, instead of arguments online and cheers for a "hero" that wrestled a bad guy to the ground.

    1. Jerry

      Airlines treat people like shit. Only natural they will treat you like shit back. Don’t understand why front line employees blame this on passengers. This is a direct result of greedy corporate airlines trying to push the limits on how crappy they can make the flying experience while still making a profit. Get mad at the airline CEO’s and demand better conditions for the passengers, which includes paying front line staff better and making sure...

      Airlines treat people like shit. Only natural they will treat you like shit back. Don’t understand why front line employees blame this on passengers. This is a direct result of greedy corporate airlines trying to push the limits on how crappy they can make the flying experience while still making a profit. Get mad at the airline CEO’s and demand better conditions for the passengers, which includes paying front line staff better and making sure there is enough of you.

    2. Ralph4878

      False equivalence here. While service and seats may have shrunk over the years, I've never been personally abused by an airline - in the millions of miles and years I have flown, I have never been called a "bitch" by an airline employee or had an airline employee verbally abuse me, and I suspect many others haven't, either...

  79. Christina Smith

    Only self centered people would use public transportation and not adhere to suggestions given by scientists.
    The wearing of masks is a FEDERAL MANDATE handed down from the CDC.
    To call anyone out of their name because their upholding the law is wrong.
    It would be alright if this CORONA only killed the non compliant, but it does stop there, and what's the problem?
    He didn't downgrade Spirit. He gave the...

    Only self centered people would use public transportation and not adhere to suggestions given by scientists.
    The wearing of masks is a FEDERAL MANDATE handed down from the CDC.
    To call anyone out of their name because their upholding the law is wrong.
    It would be alright if this CORONA only killed the non compliant, but it does stop there, and what's the problem?
    He didn't downgrade Spirit. He gave the lady an option. Spirit cost less lol. Perfect for last minute bookings.

  80. Ken

    At what point did people think that behaving in this manner would ever be acceptable? People need to remember that they are “Guests” and if you’re not going to abide by the rules then you will be asked to leave, and not return.

  81. Darlene

    Kudos, hurrah, and happiness at seeing the manager calling out this ridiculously unintelligent person.

  82. Dena

    Thank you AA, it is very reassuring that your staff has taken this position; enforcing the guidelines at check-in rather than on board the plane.

  83. Marilynn Cottrell

    Well done by the manager

  84. Steve G

    It's easy to understand. The rules are not new. If you cannot follow them, then don't fly. It's a privilege, not a right. Too many Karen's think they are entitled.

  85. Rebecca F Hernandez

    How can you people blame the airlines??? Yes things are a bit more stressful bit dammit that's life deal with it suck it up and have plain ole respect for others. That's it. Follow 10 or 100 rules of you have to
    Flying is a gottam privilege. Earn it.

  86. JJ

    I wonder what share holders are thinking about this viral video. I dumped my southwest stocks when the airline started denying people with medical excemption from wearing a mask. I was recently on a Alaska Airline flight when the airline crew told a person with lymphoma that was wearing an oxygen
    fed mask that covered her nose and mouth and was told they can't wear it and made them wear a paper mask instead. Sounds like more lawsuits for the airlines!

    1. Jack

      Gonna just say that you are lying. No airline is going to tell someone to get off of oxygen to wear a mask. Not even a really good attempt at trolling

  87. Endre

    Why are people so aggressive lately? Are we going to blame the pandemic now for our bad manors?

  88. Karen J.

    Kudos to the manager for supporting the staff. Having worked in the public sector and taken my share of abuse for following state law, it's refreshing to see this.

    Just because you don't like the rules, doesn't mean you get to be rude and abusive to the person who has to enforce them.

  89. Tommy Taylor

    Too bad they don't do this in Charlotte. Agents are assaulted and the passengers get the charges dropped.

  90. shoeguy

    Well done, AA employee. Well handled, well spoken, calm and clear. The woman is exactly the type that makes America insufferable and flying miserable.

  91. Jacarter

    I don't want to be trapped on a plane with someone who can't control themselves ! This man handled the lady correctly !

  92. Nancy L Albrecht

    Its refreshing to see a manager stick up for his employees. He did the right thing. I have noticed that the staff on the planes has changed. More men and women who look strong. Capable of taking down an unruly passenger. Makes me feel safer.

  93. Yaya

    Bravo AA!

    If you're going to try and take advantage of this "cancel" culture, then embrace the old adage....."What's good for the goose, is good for the gander."

  94. Michele Lerable

    About time companies stand up to people who think they can just act badly and not expect consequences. I hope they start extending and enforcing a "no fly" policy without masks AND vaccinations too. Hit those hard who threaten us all with their selfish, boorish behavior. Frankly, I'm sick of it.
    Kudos to AA and that courteous, professional gate manager for standing up for his employees!

  95. FlyGirl

    DenB....shaking my head. Never is there a reason to behave inappropriately and verbally or physically attack another person for doing their JOB. Its this sense of entitlement, lack of self control, zero respect for others and the inability of people to be able to handle such minor situations. In the big scheme of things thank your lucky stars this is your worst part of your day. Sometimes things suck. If you can't handle it drive or rent a private plane.

  96. Louise

    I'm 100% behind the manger. When passengers board the plane, they know the requirements. Don't follow the rules, don't fly!

  97. Arman a

    Kudos to the manager it’s about time banning Karen from one airline is not enough all the airlines should join a database to share information on these nut cases and not allow them on the aircraft .

  98. Lawrence

    As a retired airline employee I have had my fair share of customer abuse. I think that is what has led to me being diagnosed with PTSD, Anxiety Disorder and depression. One of the biggest things thrown at white customer.service agents by black passengers is the race card. We try to enforce a policy and we are automatically a racist. My last passenger I rebooked before covid, came.down and threw her boarding pass at me...

    As a retired airline employee I have had my fair share of customer abuse. I think that is what has led to me being diagnosed with PTSD, Anxiety Disorder and depression. One of the biggest things thrown at white customer.service agents by black passengers is the race card. We try to enforce a policy and we are automatically a racist. My last passenger I rebooked before covid, came.down and threw her boarding pass at me and she called me a racist mfn sob. I say this to say kudos to this manager. That's the second manager that has handled an unruly passenger. Since the lady cussed me so badly and we had both the Delta and United Contract, he said our business relationship is over. He told her there are two other carriers Allegiant and American good luck.

  99. Kenny

    She probably was a Real Bioge !!

  100. Gillian R Bosonetto

    Good response, manager.

    It's time that those who feel they are above the rules and that they can disrespect service representatives in any field are corrected. And while mask wearing (and for almost everyone, getting vaccinated) is inconvenient, it's necessary for the common good -- something they need to understand and appreciate.
    It's an attitude of entitlement that the rest of the world generally despises in Americans, so it's nice to see someone...

    Good response, manager.

    It's time that those who feel they are above the rules and that they can disrespect service representatives in any field are corrected. And while mask wearing (and for almost everyone, getting vaccinated) is inconvenient, it's necessary for the common good -- something they need to understand and appreciate.
    It's an attitude of entitlement that the rest of the world generally despises in Americans, so it's nice to see someone protect their employees and reject uncivil behavior.

  101. NYGuy24

    Don't have any problem with a passenger who refuses to comply with the mask mandate and who verbally abuses staff being denied access to the flight. His reference to Spirit airlines did not seem professional though unless he is actually referencing Spirit because he knows they fly the same exact route which may or may not be the case.

  102. D3kingg

    @gfrnd

    You can tell from the managers tone of voice . Also constantly referring to “my employees”. He does not own them. His management style is rather tacky.

  103. JON E QUIST

    Ban them. Put them on a bus. That sort of crap would stop immediately.

  104. Mike

    They should’ve let her on the plane. Once the plane leveled off at 60,000 feet, open the door and throw her out.

  105. Lynne Larkin-Wright

    Supervisor handled really well. Can't imagine staying this calm in that situation. Airlines need to revoke flying privileges for those who treat employees badly and who behave badly in the air. That will stop this ridiculous behavior!

  106. Liz

    Thanks to a great manager! Keeping Karen's off the plane makes me feel safer!!

  107. Alberto

    No one should have to tolerate being insulted. Having said that, American Airlines is a notoriously bad carrier that has treated me with gross disregard on numerous occasions despite being platinum advantage and a frequent/loyal customer. I have no sympathy for this airline, only for the employee.

  108. Kathy

    High five to the manager!! As for the customer... don't start nothing, won't be nothing. Don't dish it out if you can't deal with the consequences. That's the problem with today, no respect.

  109. Deborah

    Good job. American Airlines thank you.. This manager is looking out for all of the other passengers and his staff. I hope you commend him for this action because it was great and appropriate. You have probably just increased your business by a great percentage because people will feel like they don't have to put up with these other passengers messing up their flight making it uncomfortable and everything else that happens on a plane...

    Good job. American Airlines thank you.. This manager is looking out for all of the other passengers and his staff. I hope you commend him for this action because it was great and appropriate. You have probably just increased your business by a great percentage because people will feel like they don't have to put up with these other passengers messing up their flight making it uncomfortable and everything else that happens on a plane lately. I know I will fly with you now that I have seen this and I hope that you keep it up.

  110. Leona Johnson

    Very Bad behavior!!!
    Privilege! Needs to stop them
    At the beginning.
    Gone Kate, Karen, !

  111. Liz Hall

    Freedom of speech is a right in this country! While aggression is not acceptable, " bitch" just said matter of factly is perfectly within her constitutional right.
    As far as airlines, they should be heaping on anyone willing to fly them these days. It is the customer doing them a favor, not the other way around! Quite frankly, airline employees are so unprofessional, I will gladly take Amtrak from now on for my travel needs!

    1. Linda Davis

      GAIL, WE ARE ALL GLAD LIZ HALL IS TAKING AMTRAK FROM NOW ON!! SHE'S A DESPICABLE HUMAN BEING. A REAL "KAREN"

  112. Rob

    He was absolutely correct in how he handled the situation except for the fact he told her to fly another carrier...He should have left it with that but was terribly wrong to single out Spirit Airlines... That was a big mistake with the way people are acting in today's world....

  113. WindowSeatPlease

    Kudos to the manager. Perfectly handled. No one wants to fly with or beside these maskless (probably infected) nut jobs. And the crew does not come to work to be abused by these cult members.

  114. Ebony

    I believe he did an excellent job. He didn't yell or be disrespectful and he referred her to another airline since she is no longer allowed to fly American. It do not matter how you feel about the mask policy, it's the policy you have to follow in order to fly if you don't want to follow it find another way to travel.

  115. Robert

    A-plus for this manager. Don't agree with the above poster complaining about his 'management style.' Speaking about 'his' employees, they certainly are. Everyone working that area is part of his team and speaking of them as 'his people' is protective and appropriate. I wish many of my managers were like this guy. As for that
    passenger.....he should have suggested she try greyhound.

  116. Gernot Trolf

    As a former airline (TWA) employee I can only recommend this AA manager for the way he handled the situation.

  117. S. Makemson

    HOORAY for the manager! Those employees are his, he is saying do stuff to my employees you do it to me, his team. SUPER MANAGER

  118. Lalu

    I hope the airlines go bankrupt, bunch of greedy humans. I will never fly again after I saw how airlines treated passengers during this pandemic ( remember the couple that was forced to get off the plane because their 2 year old wasnt wearing a mask, and after told their child needs to wear one, they put one on, but were still kicked off- and this is 1 case out of many). Nope, not getting any of my money ever again

    1. Icarus

      Missing you already. All airlines ? Do you realise how many people airlines employ worldwide including ancillaries. Millions. Because you read it online doesn’t mean it’s true. A bad experience for one or two doesn’t mean everyone. If you’re in the US you can use your amazing rail network ( sarcasm)

  119. Herb

    Thanks to the AA manager for standing up for his employee and keeping us the flying public safe.

  120. Deborah King

    Bravo! It’s about time passengers get their due. My goodness it’s a health issue and we’re all vulnerable! Let her drive her car.

  121. Linda

    I also agree with the manager whose job it is to make flying as pleasant as possible. But I also feel sorry for that woman. I wonder if she is treated this way by the people closest to her. Could this name calling be normal for her? I pity her if this is the case.

  122. Tim Shepard

    You know Ive observed a lot of bad behavior by airline staff. And its been increasing a lot lately. You in the media always present a one side version of these stories and I can guarantee you that customer frustration with Airkines is not baseless. American Airlines and Southwest both need to spend some serious time retraining their people. They need an attitude adjustment. I guess they figure theybhave a monopoly nownso they can treat...

    You know Ive observed a lot of bad behavior by airline staff. And its been increasing a lot lately. You in the media always present a one side version of these stories and I can guarantee you that customer frustration with Airkines is not baseless. American Airlines and Southwest both need to spend some serious time retraining their people. They need an attitude adjustment. I guess they figure theybhave a monopoly nownso they can treat their customers anyway they wish.

  123. Allentown

    100% agree this was handled well if the facts are correct.

    However I hope that the situation wasn't that the passenger really was swapping between an old mask and a new one and got jumped as claimed.

    The AA staff isn't always the brightest. As an example I once had my G -Ro brought back to me 3 different times asking me about the battery even though I had removed the battery, had shown...

    100% agree this was handled well if the facts are correct.

    However I hope that the situation wasn't that the passenger really was swapping between an old mask and a new one and got jumped as claimed.

    The AA staff isn't always the brightest. As an example I once had my G -Ro brought back to me 3 different times asking me about the battery even though I had removed the battery, had shown them the removed battery and was sitting there holding the battery from the bag in my hand.

    As a frequent flyer....I could provide about 100 more of these stories.....

    I've never cursed at one of them....but I have taken a sarcastic tone at times....

  124. Vic

    Was the American Airline Manager suggesting that Spirit costumers are vulgar and thus would fit right in?

    In American Airline, we are better? Certainly, there was no need for comparison. Not everyone wants to pay overprized airline tickets. Perceived value is changing.

    Just asking....

  125. George

    Traveling is the best. From the moment I wake up and get ready for my flight everything is exciting. Accept what they ask of you. It’s not complicated. Yes, sometimes we get stressed out from the security and the waiting, but really man, enjoy yourselves, that’s most likely the reason you are there. My 18 yr old stepdaughter almost got us removed because they gave us masks as we were boarding a flight from Copenhagen...

    Traveling is the best. From the moment I wake up and get ready for my flight everything is exciting. Accept what they ask of you. It’s not complicated. Yes, sometimes we get stressed out from the security and the waiting, but really man, enjoy yourselves, that’s most likely the reason you are there. My 18 yr old stepdaughter almost got us removed because they gave us masks as we were boarding a flight from Copenhagen to NY, she stomped down the isle mumbling something about a bitch and continued In her seat. Thank god the air host was chill. Everyone needs to chill out, the airline employees are not there to make your life miserable, they are just doing their job catering to a bunch Man baby Karen’s and Women baby Karens.

  126. Tamra Bokal

    I'd like to see lifetime bans on all airlines for people who act like this or worse.

  127. Karen R Mott

    I am so tired of people who think they are entitled to do and say whatever they want. American airlines did a great job. I don't want to fly with someone like that, she cooked her own goose.

  128. Darrell Payne

    I think the manager handle that situation as professionally as possible in defense of the employee. Who would not have been able to reason with that customer without the assistance of the manager. I hope corporate stands by the manager decision and Banda customer from flying with them again.

  129. Karen

    Good for him he handled the situation very professionally I'm sick and tired of boarding a plane and everyone knows the protocol but certain people don't want to follow the rules this holds up the flight and everyone has to look at this person making a fool of themself Cudos to the manager this needs to happen more often

  130. Susan Gold

    CONGRATS to the manager for steps up & backing his staff. He was extremely professional & handled it with class. Rude is rude & shouldn’t be tolerated. Check-in staff, flight attendants, baggage check…any & everyone deserves respect. Kindness doesn’t cost anything. We all need to slow down and breathe. Look at that other person as your mother, sister, brother. Be kind

  131. Nicholas McDowell

    American Airlines has ALWAYS put their customers first! I have had been flying with American for years because of their reputable service. From curbside to my seat there is nothing but smiles and assistance. If you're having problems with customer service on any airline I am sure it is your attitude needing a few adjustments. Flying is to be a comfortable , friendly experience, but it has to be a SAFE experience first.

  132. Brenda Russell

    For years, airlines and airline staff has treated passengers with disrespect, especially American. Now they're getting a taste of their attitude that they created. Not condoning any violence, but many travelers are just as frustrated and are just tired of the "we can treat you anyway we want and you can't do anything about it!" So they're letting staff have it. Inappropriate....yes, but not surprised.

  133. Steven Hallowell

    If you want to fly, I suggest following rules. To the person stating airlines treat people lousy. Try being an employee of an airlines that are treated like crap from customers.
    Great Job Manager!

  134. Starla

    This is to Jerry,
    How can you blame the airlines for the actions of the women who refused to wear a mask and called the employee a 'bitch'?
    You are clearly one of those who don't take accountability for their own actions...just like this very rude customer. I support the manager.

  135. cheri olien

    Kiddos to the AA manager. We (society) has got to start taking responsibility for our behavior.

  136. Robin Wade

    As former FA who reluctantly turned in her wings because of Covid after 33 years I applauded this manager. The airlines have put the pax ahead of employees to long, I have been called names I can't even mention for doing my job. We don't make the rules we are required to inform, pax don't like being told what to do. The simplest request sents them in a defensive mode and seem to think it's...

    As former FA who reluctantly turned in her wings because of Covid after 33 years I applauded this manager. The airlines have put the pax ahead of employees to long, I have been called names I can't even mention for doing my job. We don't make the rules we are required to inform, pax don't like being told what to do. The simplest request sents them in a defensive mode and seem to think it's ok to act inappropriately. Thanks to the airlines and FAA for saying enough is enough.

  137. Van Whitlow

    If is very obvious that Jerry is not a frequent flyer. If so, he would have seen and experienced thousands of times airline ticket agents, flight attendants, baggage handlers, flight crew truly going the extra mile. Sorry he is misguided here. I am not a frequent American flyer but prior to COVID-19 I averaged flying Southwest Airlines 60 or so times a year. My commentary is from over 30 years of experience flying Southwest. Maybe...

    If is very obvious that Jerry is not a frequent flyer. If so, he would have seen and experienced thousands of times airline ticket agents, flight attendants, baggage handlers, flight crew truly going the extra mile. Sorry he is misguided here. I am not a frequent American flyer but prior to COVID-19 I averaged flying Southwest Airlines 60 or so times a year. My commentary is from over 30 years of experience flying Southwest. Maybe after he flies Spirit, he might give Southwest a shot. The Love Airline. He might come away engaged.

  138. Jezebel

    After all the filthy things she said and her otherwise lewd and lascivious behavior, she deserves to be banned. Her suggestive dance moves were uncalled for.

  139. Jezebel

    I am glad that little Miss Gate Agent fired back.

  140. Edouard

    Jerry, your comment does not address the situation described. Did you even read the brief article? Sounds as though you are using the opportunity to vent about something that happened to you, but it is not germane.

  141. Jezebel

    It would have been cool if she cried and begged the gate agent to let her board. I love to see somebody like her grovel and humiliate herself.

  142. Bill

    Don’t blame it on the front line worker that is found the job they are asked to do. If you have an issue with things that are known by not just American but all airlines.
    1 . Walk
    2. Write a letter to the CEO. Don’t give the employees crap.
    And this pay more money to employees does what? They excepted the job at that pay. If they need more money either move up in the company (I did at several companies) or get more education.

  143. Dave

    With the Sprit, its possible that the carrier competes on the route she is trying to fly and has direct flights available. So the manager was just tting to direct her to the appropriate ticket counter

  144. PuntaGerl

    He did a gr8 job. Only thing I would've done differently is not mention Spirit as a carrier that might tolerate her behavior, and converse with her for a shorter period.

  145. Ann Lord

    Totally disagree with Jerry. Airline employees are almost always polite and want the passengers to be comfortable. It's the passengers who start the problems. Unfortunately, some of the passengers have unforeseen mental or physical problems. You want to fly on any aircraft follow the rules and regulations that have been set by airlines, airports or our federal government. The flight attendants are given the job of being the enforcer. Flying is not a right but...

    Totally disagree with Jerry. Airline employees are almost always polite and want the passengers to be comfortable. It's the passengers who start the problems. Unfortunately, some of the passengers have unforeseen mental or physical problems. You want to fly on any aircraft follow the rules and regulations that have been set by airlines, airports or our federal government. The flight attendants are given the job of being the enforcer. Flying is not a right but a privilege.

  146. MG

    We’ll done by the Manager. For those commenting on his reference to Spirit airlines, it’s possible he didn’t mean it in a derogatory manner but as an option if they fly to the same destination.

  147. DrG

    One of these days the nutcases are going to catch the wrong one on the wrong day. People can only take so much. We cannot tolerate their ignorant, inappropriate behavior.

  148. R M

    Good for the Airlines!!! This entitlement that a lot of people have now is disgusting and embarrassing to those of us that have respect for people. Why b__ch about the mask and cause a ruckus when you knew what the rules were when you bought the ticket. Get over it! WEAR THE MASK, KEEP YOUR MOUTH SHUT, SIT YOUR BUTT DOWN, TAKE A NAP, READ A BOOK, WATCH A MOVIE TILL YOU ARRIVE AT YOUR DESTINATION. STOP causing so much stress!

  149. Stephen

    Ok folks,the main thing about this video is, we do not know how the flight attendant originally handled the confrontation. All we have is passengers reaction and the airlines response. Before you judge this person, or the airlines, ALL OF THE FACTS need to be revealed. Also "IF" the passenger truly violated the airlines policy for passenger behavior, then yes, a total air travel ban should be imposed. No fly on any airlines.

  150. Tom

    Calling out Spirit was inappropriate. But otherwise standing up for your employees is nice to see.

    That said, it would be nice to see these airlines not treat customers so poorly (i'm not saying this was done here). Between the too small seats, the cancellations, delays, lost luggage the airlines should start to recognize that anger, often justified, is going to be directed back at the airlines.

  151. Judy

    Using the word, "crap" isn't harmful in this incident and neither is mentioning Spirit Airlines (I've seen and heard things from their gates). Maybe that's who she should take her business to. If it's policy to wear a mask, just do it!! People are tired of seeing and hearing this "crap" in airports.

  152. Dan Williams

    Agree 100 %
    Her doctor told her she was sick, when ask for a second opinion, the doc said ok you are also ugly.

  153. Triny

    Bravo to the manager for not allowing her to travel. If she can be this disruptive at the check in counter, she will be disruptive and potentially pose as a risk while in the air. This aggression is highly unnecessary and problematic.

    We're all sick and tired of wearing masks, but if you buy a plane ticket, expect to travel and these are the rules we have to adhere to in order to get to our destination, then we all have to just suck it up!

  154. Joe

    Having just flown Spirit, he is absolutely correct. They did nothing to enforce the mask rule inflight.

  155. Ryan

    I don't think mentioning Spirit airlines was unprofessional.
    Dispite customer being very rude using the 'b' word to an employee, manager was kind enough to give a possible alternative for flight.
    Customers need to understand, employee doesn't make or change rules; They just follow what's required with thier job, as well as other peoples safety.

    So, don't get upset with an employee who didn't make the rule.

  156. Damien

    I actually disagree name dropping spirit was unprofessional and I don't believe he was "calling them out". Rather think of it like this, if someone tells you what you are doing is wrong but gives no resolution or options, wouldn't you be upset? I am in the camp that he was giving her a resolution because there would be no point confronting her and telling her go somewhere else professionally. Instead he told her she...

    I actually disagree name dropping spirit was unprofessional and I don't believe he was "calling them out". Rather think of it like this, if someone tells you what you are doing is wrong but gives no resolution or options, wouldn't you be upset? I am in the camp that he was giving her a resolution because there would be no point confronting her and telling her go somewhere else professionally. Instead he told her she could try flying spirit because she lost her flight privileges at his airline.

  157. Brian Hayden

    This lady’s behavior is unacceptable and I understand how stressful it can get when traveling especially when a person has time management issues, then they carry it all of the way to the gate ; however, rules are rules but at the same time it is good for the gate agent to use a 10 second rule to see if the person would be putting the mask on by their own initiative before trying to...

    This lady’s behavior is unacceptable and I understand how stressful it can get when traveling especially when a person has time management issues, then they carry it all of the way to the gate ; however, rules are rules but at the same time it is good for the gate agent to use a 10 second rule to see if the person would be putting the mask on by their own initiative before trying to prompting someone, because most travelers are not kindergartners though they may have kids with them, one example is if I’m driving someone I expect them to leave the driving to me unless I indicate that I’m lost.

  158. Pat

    Good for him! We deal with people like that passenger throughout our day at TSA checkpoints and it's really getting ridiculous. So many people are so angry, aggressive, and abusive this year. Yesterday a man cursed me out because I called "Sir!" as he was walking away from my checkpoint. He called me a stupid m/f and screamed "Stop barking at me." All I was trying to do was call his attention to the fact...

    Good for him! We deal with people like that passenger throughout our day at TSA checkpoints and it's really getting ridiculous. So many people are so angry, aggressive, and abusive this year. Yesterday a man cursed me out because I called "Sir!" as he was walking away from my checkpoint. He called me a stupid m/f and screamed "Stop barking at me." All I was trying to do was call his attention to the fact that he had dropped his driver's license on the floor. Oh, well. Maybe he'll get it back from Lost and Found one day. Meanwhile, good luck renting a car on your vacation Sir!!

  159. Unitedbywings

    @Eskimo, I agree with you, "the manager was doing a great job." However, in mentioning Spirit I don't feel he was being unprofessional at all, simply suggesting another carrier as an alternate form of transportation. Kudos to this manager for having the flight crew's back!!!

  160. dmb

    My experiences with AA have been positive.

    He lost credibility by responding to her with “that crap.” Insults are insults.

  161. John Clark

    Baretta song says "Don't the crime if you can't do the, DONT DO IT!!"

  162. Dennis Frasher

    Maybe she was just having a bad day and some American airline employees can be a bit off. I’v never had a problem but seen a few snd it was both their faults , I suggest just banning her for a year not life.

  163. Harold Ward

    I love it - unabashedly. Abusive, noncompliant people need to be shown where to get off. Bravo!

  164. FC

    I just do not understand why people refuse to follow the rules and then when someone (flight attendants etc) try to enforce that rule they become really .Kodos to the manager when they can’t fly on any airline they may just get it !!

  165. Jacqueline

    The woman in the video exhibited the act of bullying. It is common knowledge that that behavior comes out when a bully doesn't get their way. To lace her bullying with profanity was a 3-alarm warning. No she should not be allowed to board
    that plane, Spirit. (Which I think was referenced for flying the same route), or any airline. Her behavior would only worsen if she went to another airline.

  166. Rickey Clark

    I would never approve of this kind of behavior but if you were a frequent flyer you would know that America's airline industry is the worst run business in the country. The gate agents are rude, the prices are exorbitant, the schedules are only a suggestion and comfort is a dream. You can fly all over Europe for $150 but you can't get off the ground in our country for that price. All these factors add to travelers frustration. Still doesn't excuse this behavior.

  167. Marsha Moody

    Great Job, AA manager, don't put up with it

  168. Susan Uhal

    It's a federal mandate to wear a mask on public transportation. Drive your personal vehicle if you don't want to wear a mask.

  169. T T

    Maybe whoever was being called "a bitch" deserved it !!! There is definitely better airlines to fly than joke AA... the airlines and airports have gotten completely out of control over the last few years...

  170. Kudos

    Yea, too many planes had to de-board because of unruly passengers removing masks. Gotta pre-empt this from the start.

  171. Sharon

    I tip my hat to the manger for doing a good job because that
    Was uncall for , because flight
    Attendance only doing his or her
    Job.

  172. Doug

    I'm actually surprised an AA manager stood up for the employee. Usually they do whatever they can to protect the revenue.
    This needs to happen more often. I see to much of these kind of people being awful to the flight crews. But I will assume its a problem with many americans becoming rude selfish disgusting people. Hopefully,someday, they will get a dose of their own vile attitudes.

  173. Karen Reiter

    It is past time: when “adults” act like children, we need to treat them like children. That is the only way to stop this primarily Republican caterwauling about their infantile desires.
    What is an “adult”? One who can consider others in their surroundings.

  174. Tony Dominguez

    I agree till he mentioned spirit air. I dealt with the general public for 30 years and it always amazed me how people come to your house and try to imposed their rules. I'd like to see more of these type of people getting ban from traveling.

  175. Jayar

    This person takes too much space.
    On any airline and anywhere.

  176. John luffred

    KUDOS TO AMERICAN AIRLINES!
    AIRLINES EMPLOYEES HAVE BEEN ABUSED WAY TO LONG!
    SEND THEM TO GREYHOUND/SPIRIT AIRLINES!

  177. Donna

    The manager may have mentioned Spirit Airlines because he knew that they were one of the only airlines flying to her destination. If that was the case, he was trying to be helpful and not casting dispersions.

  178. Michael Venditti

    Manager did the right thing.... It is her own darn fault for being a moron...

  179. Ed

    I feel if these people create problems which endangers Passengers they should be Banned from All Airlines, that may send a message ….

  180. Justin Reed

    I'm all for companies temporary banning troublesome passengers from an airline. This will get them to rethink there behavior with other airlines. However, those of you that are for a database need to think for a minute about where that road could possibly lead to. Communist China has something similar with there social credit system. According to my source it is not wide spread yet. To some that may sound amazing. I for one do...

    I'm all for companies temporary banning troublesome passengers from an airline. This will get them to rethink there behavior with other airlines. However, those of you that are for a database need to think for a minute about where that road could possibly lead to. Communist China has something similar with there social credit system. According to my source it is not wide spread yet. To some that may sound amazing. I for one do not want to even think about that situation. I will tell you right now it will disproportionately affect people of color and young kids doing stupid things. In China anything could get you on that list.

  181. Larenda Roberts

    This situation is somewhat akin to going to your doctor’s office and calling his/her nurse or medical assistant a bi#ch. Flight attendants put their lives on the line for passengers.
    Remember those whose throats were slashed with box cutters during 9/11.
    The pilot of an aircraft has the passengers’ lives in his/her hands.
    Don’t kid yourself; it is not acceptable to insult and berate a crew member.
    It’s about time the...

    This situation is somewhat akin to going to your doctor’s office and calling his/her nurse or medical assistant a bi#ch. Flight attendants put their lives on the line for passengers.
    Remember those whose throats were slashed with box cutters during 9/11.
    The pilot of an aircraft has the passengers’ lives in his/her hands.
    Don’t kid yourself; it is not acceptable to insult and berate a crew member.
    It’s about time the airlines enforce these rules and we show support, cooperation, and appreciation for our incredible airline professionals.

  182. Anthony Gaskin

    It is time to band problematic people flying ! One day they will cause serious harm while in the air. Put them on a no fly list that should change thier tune. What is happening is a disgrace! Airlines need to get tougher!

  183. Larry

    I’m glad that manager put his foot down. There is no need for that type of behavior.
    Rules are rules, wear the damn mask and stop being so selfish.

  184. Karin

    I thought the manager handled the situation very well. I respect him for not caving in when she continued to try to get her way.

  185. Nick

    He banned her for disrespected his employee. The air lines should banned him for disrespect another airline. Fair is fair

  186. Anna Mastrogiovanni

    Why is there any tolerance. When passengers become rude, combative, troublesome and do not follow the rules then they should be banned from flying period. Scenes like this are becoming acceptable. Take care of the problem now instead of allowing it to continue.

  187. Manuel Rios

    Kudos to the manager for stepping in and defending the employees! A few choice words that should not have been used, but ultimately got his point across. Too bad…so sad for Karen!!

  188. HARRY L SCHOFFSTALL

    I love Spirit Airline.
    It is the only airline I fly.
    The guy was right to kick the lady off the flight, but what is his upset about Spirit. I will fly on Spirit way before I would fly on American. I love Spirit's Big Seats!

  189. Margie Franklin

    The Manager did a great job handling this passenger, however his comment was totally unprofessional regarding Spirit Airlines. Spirit also follows the SAME rules and guidelines as American regarding masks and also does not put up with passengers not following the mask rules.

  190. Caz

    Love the Spirit Airline reference, last time I flew Spirit a fight broke out in the concourse - my comedian side came out as I said to those around me "Well folks were here all week" lol

  191. Vicki

    This passenger abuse of crew members is getting out of hand. They need to have a no fly list of these people. If they do this behavior on the airplane...they go straight to jail and never be able to fly on that airline again. I was a flight attendant for 25 years and there were horrible passengers but nothing like the last few years.

  192. Jason

    Quit being so damn judgemental about every word he said. He was right to say whatever he wants. Or is that only someone is being a so called racist? Quit. Jeez.

  193. Liber

    This is not only embarrassing to us Americans in the eyes of the world, but to themselves. It is incredibly ignorant of them not realizing the place they are engaging in this behaviour. If they can do it at an airport/airplane, it's obvious they have done it at a public place.

  194. Cheeseburger

    The supervisor did a good job thing standing up for the employee. I understand the airlines have to comply with the mask mandate and that it is not a popular thing. I have anxiety and heart issues I can't wear a mask so I don't fly while masks are required to fly. The airline doesn't have a choice they have to enforce the law or they face fines or they could be shut down for...

    The supervisor did a good job thing standing up for the employee. I understand the airlines have to comply with the mask mandate and that it is not a popular thing. I have anxiety and heart issues I can't wear a mask so I don't fly while masks are required to fly. The airline doesn't have a choice they have to enforce the law or they face fines or they could be shut down for not enforcing the law. I recently had to drive 15 hours to visit family, I normally would of flown but I'm not going to get involved with drama over a mask. Can't wait until this virus nonsense is over.

  195. David

    Definitely kudos to him. Some things may have sounded unprofessional, but let's chalk them up to a slip, as opposed to any blatant disregard for human decency. Who knows, maybe he was aware of Spirit offering a similar option for the destination. Being a frequent flyer and seeing how rude/ignorant some travelers (both new and frequent) can be, there should be more of this. Shouldn't be too hard to have a database with an appeals process etc. Would create jobs.

  196. Will D.

    I applaud the AA manager for hisfirm stance in regards to the passengers behavior. As a former flight attendant his approach was professional until he referenced Spirit Airlines. That was not called for and his professionalism at that point was shattered. I understand American Airlines and Spirit Airlines is totally different as to how they operate, but at the end of the day they are both airlines in the business to transport customers to and...

    I applaud the AA manager for hisfirm stance in regards to the passengers behavior. As a former flight attendant his approach was professional until he referenced Spirit Airlines. That was not called for and his professionalism at that point was shattered. I understand American Airlines and Spirit Airlines is totally different as to how they operate, but at the end of the day they are both airlines in the business to transport customers to and from. Sometimes a person choice of words or comments goes a long way, and he should not have referenced any airline by name. As we all know every airline has its flaws including American Airlines.

  197. Michelle

    Most professional response. If I were going to be on that flight I would NOT have wanted her on it. What's to say she wouldn't misbehave/act out once in the air? Safety first. Thank you AA.

  198. Mike

    It's possible he recommended Spirit because perhaps they fly between the two points in question (wherever they were and wherever she's going).

  199. Lana Hawaii

    I see from the comments how this plandemic created, or maybe revealed, all the nasty people who side with corporations and government tyranny instead of their fellow humans, just like the Nazi Germans did to the Jews after their government sacred them of the Jews and made them think the Jews are rats spreading disease. This is how you view your fellow Americans now. Wake the F up and watch your disgusting horrifying behavior. You...

    I see from the comments how this plandemic created, or maybe revealed, all the nasty people who side with corporations and government tyranny instead of their fellow humans, just like the Nazi Germans did to the Jews after their government sacred them of the Jews and made them think the Jews are rats spreading disease. This is how you view your fellow Americans now. Wake the F up and watch your disgusting horrifying behavior. You think you won’t be led to the slaughter one day too. Shame on all of you calling for “banning them from all airlines.” When did you become such fascists? Seriously, wake up!! There’s a plan to make you behave like the evil tyrants that you are right now, and you idiots fall for it like little sheeple. We, who believe in personal freedom and the US Constitution will have solutions. You think we can’t form private airlines with shared flights? This option is already here. We will remember you when all of you are banned from traveling. Hope you take a moment and search for the lost humans inside you that this medical tyranny has managed to oppress to the point you want to oppress others. Not condoning being rude to airline employees or any employees. This is a comment for the tyrant ones among the commenters.

  200. Ed

    Way to go AA! Kudos to the Manager!

    If I were AA's CEO, I will publish a no booking list for passengers like this so no ground or booking crew can make a mistake of accepting a booking from listed people.

  201. Jeff Revis

    The American Airlines gentlemen will more than likely receive a reprimand for belittling Spirit and saying "crap", but I commend him on staying calm and overall, professional. Although, this incident has no comparison to the women that were in a slug fest a month or so ago. I agree, the Airlines should not allow this type of behavior.

  202. Peggy Johnson

    I agree with the manager name calling and swearing in general have just hotten way out of hand some people can't have a conversation without using the F word like a comma.The airlines don't have to put up with rude abusive customers and kudos to the manager for standing up for his employees.

  203. Kevin J

    Having been a manager in the car rental industry for almost 40 years, I compliment this manager for the handling of this incident! The travel industry front-line employees take unacceptable amounts of verbal abuse from customers who somehow think they are entitled, and better than everyone else! My employees would always call for me to handle these customers - I would back them down (professionally ALWAYS), and if they refused to conduct themselves appropriately, I...

    Having been a manager in the car rental industry for almost 40 years, I compliment this manager for the handling of this incident! The travel industry front-line employees take unacceptable amounts of verbal abuse from customers who somehow think they are entitled, and better than everyone else! My employees would always call for me to handle these customers - I would back them down (professionally ALWAYS), and if they refused to conduct themselves appropriately, I would show them the door! If he was a corporate traveler, their company was apprised of the situation!

  204. Hardat Persaud

    The manager rightfully bumped her. He chose to use a metaphor for something obnoxious. Crap is a misnomer and in the context it expressed how fed up he was and defensive he was of his junior staff. He probably cited Spirit because it was flying the same route.

  205. Gabriel Urrea Botero

    Kudos for the manager.
    We shouldn’t tolerate this crap anymore.
    Trumpers are destroying America in all ways: their entitled life, their disregard for science, education, decency and their racism and so many other things…
    I’m tired of this, Trump lost! Go away!

  206. IP

    The message is clear. Obey or become a part of the communist ban camp. All this shit just like with any good marketing opportunities will create a niche for an airline to come out that would not care about masks or vaccinations and wouldn't bully their customers.

  207. pdxparse

    Play stupid games, win stupid prizes.

  208. Arturo

    Rules are for everyone’s sake. This is widely known. We are in the midst of a pandemic. He handled it correct. I just imagine 3 hours of flight with this person . Just hope she learned that we live in a society.

  209. Jennifer Rabinowitz

    Kudos for the manager and any airline clamping down on unruly passengers. By doing so the airlines make all of us safer and able to enjoy our trip.

  210. Dean

    I agree with the reference to Spirit is unacceptable. Using the word "crap" may have been questionable but sometimes speaking their language can be helpful getting the person to understand and to get your point across. If she did all those things, she definitely should not have been able to fly that day. However, to ban her forever from the airline for a first incident is harsh. But if she was proven to be a...

    I agree with the reference to Spirit is unacceptable. Using the word "crap" may have been questionable but sometimes speaking their language can be helpful getting the person to understand and to get your point across. If she did all those things, she definitely should not have been able to fly that day. However, to ban her forever from the airline for a first incident is harsh. But if she was proven to be a habitual offender, then by all means she is a risk to the safety of other passengers.

  211. GLORIA

    I agree he shouldn't have mentioned Spirit has better customer service than so many other Airlines.

  212. Rev. Gordon Poe

    I have seen some very abusive things done and said to the airline employees. I am so glad he stood up and said you cannot curse my employee. It is time for the public to appreciate the hard work and conditions the airlines people are working with.

    I fly every week so I say.... Thank you for standing for the dress code..... people are traveling half naked. Thank you to stand up to abusive people

  213. Ann

    I bet or guarantee if she was BLM she would not get banned. Sometimes these flight attendants are taking it to a level of making people crazy. We're in a epidemic and they need to understand that people are frustrated. These masks are the cause of super spreading. The bacteria in them is worst than the disease itself. If you're vaccinated what is the point! I would never fly American Airlines .
    They're becoming...

    I bet or guarantee if she was BLM she would not get banned. Sometimes these flight attendants are taking it to a level of making people crazy. We're in a epidemic and they need to understand that people are frustrated. These masks are the cause of super spreading. The bacteria in them is worst than the disease itself. If you're vaccinated what is the point! I would never fly American Airlines .
    They're becoming gestapos, and political when it comes to rules.
    Yes, Spirit is a better option. AA has always been the worst catering to the political mob.

  214. Icarus

    Shared data is impossible due to privacy and GDPR. Even if banned on American she could still fly on any other one world carrier.

    His use of crap and referring her to Spirit is also completely unprofessional.

  215. Gerdy

    For the last five years this country watched the democratic belittle and abuse our President, people are now copying this behavior. Nobody deserves this kind of treatment!!

  216. CG Putt

    Airlines deserve every bit of this and more. They promise nothing and deliver on that promise every single time. And the American public, like the sheep they are, go willingly while the airline industry grabs every penny of government funding and treats their customers with utter disdain at best. And then bills every penny out of a customer while providing less and less service. F 'em. If I wasn't forced to travel quickly for work, I'd gladly drive.

  217. Gail

    It seems that just because someone uses a word that people deemed us cuss words The B word. Takes away everything that the employee did as irrelevant. He kept saying because you called my employee the b word your done. Well did he ever think that possibly his employee is the b word? Where does it say if you cuss because employee was an idiot you can no longer be on this airplane. Yeah if...

    It seems that just because someone uses a word that people deemed us cuss words The B word. Takes away everything that the employee did as irrelevant. He kept saying because you called my employee the b word your done. Well did he ever think that possibly his employee is the b word? Where does it say if you cuss because employee was an idiot you can no longer be on this airplane. Yeah if it was about a mass situation she should have just abided by the policy even whether she agreed with her or not because in that case it is what it is. And if the person was just doing their job and came across as a B then she's right on calling her out on that. Everyone has her own opinion on the mask situation .

  218. Lynne

    Excellent man. Why should anyone put up with this from anyone in their workplace. Its no longer acceptable to flout the rules and then call the airline out for enforcing them. I wouldn't want to sit next to her either.

  219. Dan Dernbach

    Kudos for the manager people need to realize that some requirements are for their good along with others on the aircraft. I have flown on every thing from a prop plane to a 747 there is not alot of room on any plane to/ for social distancing

  220. Ernesto Robayo Camacho

    Kudos to this manager! Republicans and alike will find anything to demean him, no matter what. Well, F*** U to alm those not agreeing with respecting all those saving and protecting others.

  221. Kelso

    I wouldn't get on him for suggesting Spirit. It may be the only other airline out of this airport that simply flies that route or available at that time of day and he may have been genuinely suggesting she check with Spirit to point her in the right direction.

  222. Luna

    I am a retiree of United Airlines customer service in San Francisco.
    Often people would yell at us when flights were cancelled due to weather or a mechanical problem.
    I would tell the passengers I don’t control the weather nor fly the planes,.
    On many occasions I called security because they would hit their fist on the counter & my favorite was the customer telling me they were Never going to fly...

    I am a retiree of United Airlines customer service in San Francisco.
    Often people would yell at us when flights were cancelled due to weather or a mechanical problem.
    I would tell the passengers I don’t control the weather nor fly the planes,.
    On many occasions I called security because they would hit their fist on the counter & my favorite was the customer telling me they were Never going to fly United again.
    It’s nice that we have flying benefits, but it’s hard dealing with people that assume that because there are planes sitting on the ground, we can just pick a plane and go.
    I would explain that we need a crew, and it’s not like getting in a car.
    Then when they finally get on a flight, then often complain to the flight attendant & & then it gets nasty

  223. Chris Trindade

    No I flew Spirit my first and only time from FLL—>LAS before vaccines during the pandemic and their flight attendants were not enforcing the mask policy and I am immunocompromised being a cancer patient. Everyone knows spirit is the Chinatown buses of the airline industry.

  224. D Nichols

    I don’t fly anymore because the airlines have forgotten who pays their bills. They have no problem overbooking, delaying flights, cancelling flights, being rude, miss handling luggage and they think their actions are acceptable. I do not agree. I drive where I need to go, It is less stressful, I see more than the back of a seat a foot in front of me, and I can schedule my trip without three hours to clear...

    I don’t fly anymore because the airlines have forgotten who pays their bills. They have no problem overbooking, delaying flights, cancelling flights, being rude, miss handling luggage and they think their actions are acceptable. I do not agree. I drive where I need to go, It is less stressful, I see more than the back of a seat a foot in front of me, and I can schedule my trip without three hours to clear security. Our taxes subsidize the airline industry paying for terminals, security, the FAA and many other cost. If people do not like how airlines treat them we only have to quit flying for a week and the industry will have more respect for the travelers.

  225. Duane

    Great job by management I’m a Flight Attendant with 23 years of service The passengers are just acting Renegade and Rogue these days. I hear or see something barbaric every day. Rent a car or stay home I am tired of supervising an Adult Daycare. Please stop blaming it on the Mask this is who these people really are.STAY HOME!!!!!! YOU DO NOT HAVE THE RIGHT TO TELL A PRIVATE BUSINESS HOW TO OPERATE. Greyhound...

    Great job by management I’m a Flight Attendant with 23 years of service The passengers are just acting Renegade and Rogue these days. I hear or see something barbaric every day. Rent a car or stay home I am tired of supervising an Adult Daycare. Please stop blaming it on the Mask this is who these people really are.STAY HOME!!!!!! YOU DO NOT HAVE THE RIGHT TO TELL A PRIVATE BUSINESS HOW TO OPERATE. Greyhound will call State Troopers and you will be removed from the bus on the side of the road they don’t play.

  226. Stephen Morrissey

    Travel in the United States is like this.

    That is why I go to Europe and other parts of the world with few American tourists.

    Ask an American where Tenerife is.

    Yep.

  227. Gary

    Typical of the poor customer service from American Airlines. I have not flown with them
    for decades.

  228. Mattyicecreamcone

    The manager did a great job on aspects. He remained , calm , cool and collected. His suggesting "Spirit " airlines was him being proactive, because he was anticipating the woman saying " well what should I do then?" He was merely ahead of the 8 ball. He said nothing negative towards the other airline. It would be like if a gas station ran out of gas and merely suggested another option for the customer...

    The manager did a great job on aspects. He remained , calm , cool and collected. His suggesting "Spirit " airlines was him being proactive, because he was anticipating the woman saying " well what should I do then?" He was merely ahead of the 8 ball. He said nothing negative towards the other airline. It would be like if a gas station ran out of gas and merely suggested another option for the customer in reference to another gas station. These Karen's and they're unnecessary entitlement needs to stop. She only back tracked because she got caught! If she didn't she would continue to act like this spoiled little baby. Think if it was your mom called a "bitch" by a stranger for doing her job. F these people, the manager should get a raise! Hats off to you my friend!!

  229. Herman Dwight Marler

    Ive had issues with the airlines over masks. I cant.wear one because of a couple respiratory issues. My.doctor advised me.not to wear one because it would cause distress to my system. He wrote me a letter to use if I had to . The.airlines wont accept it. My.job required me to fly . Their demand for masks doesnt take that into consideration. Its a 1 thing fits all.
    It cost me a.very good paying...

    Ive had issues with the airlines over masks. I cant.wear one because of a couple respiratory issues. My.doctor advised me.not to wear one because it would cause distress to my system. He wrote me a letter to use if I had to . The.airlines wont accept it. My.job required me to fly . Their demand for masks doesnt take that into consideration. Its a 1 thing fits all.
    It cost me a.very good paying job.
    I think the airlines should be.held responsible.
    I.hope they all go bankrupt. Its stupid making those rules just to quell the.fear of those who fear a virus with a.99.5% survival

  230. Mike

    He handled it extremely professionally and she deserves everything that happened! In fact, if someone gets banned from one airline they should automatically be banned from all of them. The Airline Association should be able to maintain that database and send a notice out to all airlines when a person is banned by one. Prior they out to get with all the media and make it widely known to the public these are the consequences....

    He handled it extremely professionally and she deserves everything that happened! In fact, if someone gets banned from one airline they should automatically be banned from all of them. The Airline Association should be able to maintain that database and send a notice out to all airlines when a person is banned by one. Prior they out to get with all the media and make it widely known to the public these are the consequences. You could also tell her type because of the carry on bag and the stuffed backpack that no way would fit under the seat in front of her. So that would have been the next confrontation once she got on.

  231. MDL

    1) He called her behavior "crap" because that it is what it was. I have no problem with that. He could have said much worse.

    2) He may have suggested Spirit for any number of reasons that aren't snarky. Maybe they had a plane departing for the same destination soon, or have more flights to her destination than AA does. (But if he was being snarky, then yes, it was uncalled for, and more than a little snobbish.)

  232. Paul Rodgers

    Funny how people think being profane is a right in that other people should tolerate it. Until they are elbow to elbow
    locked in a tube. It's a level one threat and should be so in a grocery store.
    Also funny how people shrug their shoulders when they are told to take their 4 year old to another daycare because they can't be disciplined for calling their teacher " bitch". That includes celebrities as well.

  233. Jerry

    He should have told her that she can go Greyhound instead.

  234. Matt

    Man, don't dog on Spirit. They do their best, and they sure do enforce their mask rules.

  235. Jen

    I'm sure Spirit Airlines is wishing you hadn't offered them up as an alternative. Why would they want to be next to deal with this person?

  236. Mike

    I don’t think that type of comment is necessary. The manager had no right to degrade any airline, even spirit In fact I have seen people behave more civil in a spirit airlines them an American Airlines domestic flight. On my last AA flight one person wants to take over the overhead bin and put their jacket inside and their carry in inside sideways. Really?

    1. Dave

      I agree with you about the Spirit Airline comment...that was unnecessary.

  237. Michele Seven

    Except that airlines are subsidized by the taxpayer and many are still rightly resentful of the airline industry bailout. So comparing it to restaurants is inaccurate. The airline industry collided with The State when that egregious legislation, the USA PATRIOT Act was pushed through and they were rewarded for it at taxpayer and customer's expense. Stewardesses (yeah, you heard that correctly) are glorified waitress, lounge hostesses and need some disciplining.

  238. Claudine a lecam

    I agree 100%. I have passengers talk to flight attendants like they were their servants!! That should not be tolerated by the airlines. I fly Southwest and to this day have always had very pleasant experiences.

  239. Bertha

    Thank goodness for this manager. Nobody needs to be disrespectful. Just another " deplorable" to ignore.

  240. Barbara Wright

    If I was a passenger and had to deal with unruly passengers, I'd be very upset. The manager was very professional. I hope the truly write her name and ban her. Who do these abusive people think they are?

  241. Norman Storrer

    Some passengers need the opportunity to fly In an area designated for mask free flying. Like in the old days of smoking areas.
    That being said, rules are rules, if you don't like them don't fly.

  242. Mario

    Good job Sir did the right thing for the hard working employee respect them who obeying the rules he standing up for workers now who is the B.....✈️

  243. Reba

    Good for that manager. Drastic misbehavior calls for drastic measures and this manager did just that. Uncooperative and entitled people need to be dealt with in a manner that leaves no question about non tolerance of outrageous behavior.

  244. Laurie A

    Yes, the terms "Crap" and "Spirit" needed to be used. Kudos to that manager. He had to talk to her like she was a spoiled brat kid. He Had to, because that was her mentality.

  245. Kathleen Cooney

    The American Airlines Manager was correct in banning this customer from flying American. The flight attendants work very hard and do not make the rules about masks but must enforce them. The ratio of customers vs flight attendants is ridiculous. Everybody must behave. Safety is at risk. I don’t want to fly with an obnoxious person! Way to go American.

  246. Dave

    He was extremely professional and I'm really glad he used her own wording against her. For everyone's safety and peace of mind, people need to be called out and prohibited from flying if they are disrespectful and belligerent. The last thing anyone flying wants is to have an uproar at 40,000 feet.

  247. Joyce smith

    I do not blame the airlines. I am an RN at a med center. I work ICU step down. We do not take abuse at all. Patients are spoken to by security and if need be the police are called in. For abusive families, they are escorted out of the facility and cannot return.

    It is difficult to keep everyone happy in a service industry so we keep them safe. Don’t like it tough!!

    Kudos to AA!

  248. Jack

    He could have been suggesting Spirit because of where she was flying. They may possibly have frequent flights to that destination from that airport. He is staying calm and being professional so I am willing to give him the benefit of the doubt and disparaging Spirit. Although let's he honest, if ever there were an airline that it is ok to throw rocks at, it's Spirit.

  249. Bob

    It goes both ways. AA has monumental contempt for their customer base. Just see what happens when they cancel a flight,,,, and they will. They will leave you in the lurch for days!!! American is certainly on my do not fly list.

  250. Brent Sampson

    BOOM! It’s about time these abusive passengers continue to get called out with they immature behavior. Love seeing her doing the “back peddling” with the manager not having any of it.
    As far as passengers going off while a plane is in flight, why on earth don’t they bring back the “sky marshals”?? To leave this kind of violence, obnoxiousness and abuse to other passengers and crew to deescalate, is rediculous.
    They don’t...

    BOOM! It’s about time these abusive passengers continue to get called out with they immature behavior. Love seeing her doing the “back peddling” with the manager not having any of it.
    As far as passengers going off while a plane is in flight, why on earth don’t they bring back the “sky marshals”?? To leave this kind of violence, obnoxiousness and abuse to other passengers and crew to deescalate, is rediculous.
    They don’t get paid enough to have to put up with these dangerous outburts!

  251. Elizabeth wilson

    They did the right thing maybe she will learn her lessen to watch her mouth think before she speak she realizes that mouth bar off the plane good

  252. Ray Sharradh

    The manager's reference to Spirit Airlines may have been in reference to city pair service, i.e. Spirit non-stop, although I doubt the manager knew Karen's final destination. Or Spirit's lower walk-up fares vice United or Delta.

  253. Ed

    Its about time someone takes a stand. Its not a requirement that people are able to fly its a privilege. Yes you are paying for it but rules are rules do abid the find another way to get from point A to B. Things are tuff enought.

  254. Toolate

    Well FINALLY! It's way past due. Rude people who think they're the exception to the rules jeopardize the entire plane and airport terminal waiting areas. Half-a** attempts at compliance (chin strap masks, taking the full flight duration to eat a stupid pretzel, or feign sleeping so flight attendants won't call them out are not only inconsiderate but dangerous. Our flight from Savannah to KC 2 months ago took over 14 hours with delays from check-in...

    Well FINALLY! It's way past due. Rude people who think they're the exception to the rules jeopardize the entire plane and airport terminal waiting areas. Half-a** attempts at compliance (chin strap masks, taking the full flight duration to eat a stupid pretzel, or feign sleeping so flight attendants won't call them out are not only inconsiderate but dangerous. Our flight from Savannah to KC 2 months ago took over 14 hours with delays from check-in to baggage claim at destination. Masks worn constantly except for a drink and a slice of pizza in Chicago. We survived. So unless constant portable oxygen is required or an acute asthmatic event is in progress, my medical references verify that a simple KN95 mask does NOT impair respiration. If it's not comfortable...brush your teeth or use breath mints. So, suck it up for a few hours, put on your adult panties and do the safe considerate responsible thing and wear a mask. If not...certainly your choice... g'byeee!!

  255. Holly nichols

    I completely agree with the manager. If a psgr is going to give the ground people problems you certainly don’t want them on one of your flights. The ground crew should filter out any person who might disrupt the flight. Once they get on the plane , shut the door and lift off that person becomes a danger to everyone on board.

  256. Al Craig

    Try owning a hotel and putting up with gross disrespect by guests and employees. Our society is headed for the crapper. Frankly I think most of those under 30 years old deserve to experience communism which they say they prefer to capitalism.

  257. snowe

    Good thing she wasn't black, otherwise it would have been so-called "systemic racism" and the agent would have been fired and maybe even attacked by antifa terrorists at his home.

  258. JB Books

    The problem is the masks are the last straw. Airlines have been cramming passengers into smaller and smaller seating and cutting more and more services. And for a long time now they've been acting like Wardens toward passengers and folks are sick of paying out the wazoo to be treated like road apples and the mask is the breaking point. Except for those who like to bow down and grovel to their Govt & Corp handlers.

  259. Sharon

    Kudos! He told her right. I see nothing wrong with what he said..I would have said worse!

  260. Seaguy

    I thought the Spirit part was great or he could have said Frontier as both are what I call Greyhound with wings. And the stories about fights breaking out on both airlines seem to indicate the passengers would feel right at home on Greyhound. So would this Karen!

  261. Nancy Gauthier

    I feel the airline representative did an excellent job. In the hotel business, we would/should move them out of the line away from others. I don't have any issue with the Spirit comment. Spirit is a terrible airline.

  262. Sean

    Has no one noticed the fact that she has a full-size backpack and a roller bag? I guarantee she would have put both in the overhead.

  263. Jnht

    Manager may have mentioned Spirit Airline as one that could give the unruly passenger same route to her destination. In any case, he was very polite despite her disruptive, rude behavior.

  264. Alex Cheng

    The manager did the right thing by refusing the passenger to board/fly without masks. But the reference to Spirit is totally INCORRECT and UNPROFESSIONAL. Mask mandate is a federal law, it does matter which carrier. BTW, I fly Spirit recently and they do enforce the mask mandate just like AA.

  265. Jeff Taylor

    He called her out. He did exactly what he should have done. He even suggested another carrier she may wish to try out instead of American. He did his job 100%. Well done.

  266. Courtney

    I come agreed with the Manager. I won't tolerate bullshit from a liar in my personal life. Nice job Mr. Manager.

  267. Gerry

    100% agree, and I appreciate the very professional approach the guy took to address the problem passenger. My wife works behind the ticket counter and has to deal with these A's - but unfortunately the management on the scene typically don't want to deal with it.
    If it were consistently managed this way by every airline it would stop.

  268. Anthony H

    Bravo! About time people see the consequences of inappropriate actions. These people put us all at risk and need to be banned permanently. Also the reference to Spirit was possibly do to their proximity to their gate.

  269. Russ

    I am glad he mentioned Spirit (worst ever)!! And BBW can take a bus!!

  270. Rich

    At the mention of that other airline, i just pictured a tired plane full of sad travellers in MAGA hats and oversized 2024 shirts.
    He wasn't wrong, the manager i mean.

  271. Terry

    Kudos! I am surprised that this adherence to safety practices was demonstrated by an American Airlines employee. I have in the past pleaded with family, friends, and business associates NOT to use American due to its rude customer service, incompetent operations, and questionable safety. Please stay safe and continue to practice safe guidelines sir; I am sure that you will someday be valued by a better airline than American. There are plenty out there!

  272. Ali Avrett

    Being a former crew member before this pandemic, I totally applaud this manager for standing up for his staff. To few do. I encountered many situations (some worse) before even leaving the gate and never had the support that was needed.

  273. Jon

    As a former very frequent flier, I applaud American Airlines for not tolerating bad behavior. No telling what this woman would have done on the plane. There have been too many instances of passengers behaving like spoiled little children. Grow up!

  274. Bobby Wick

    I think the airlines are wrong for upholding Federal mask mandates. They should be allowing customers to choose and fighting for freedom considering that wearing a mask has not stopped the pandemic or else it would already be over.

    All of you fascist Nazis calling for no fly list and stricter enforcement and more fines, you're all part of the problem, not the solution.

    You're about as anti-American as Adolf hitler. Congratulations! Now you understand...

    I think the airlines are wrong for upholding Federal mask mandates. They should be allowing customers to choose and fighting for freedom considering that wearing a mask has not stopped the pandemic or else it would already be over.

    All of you fascist Nazis calling for no fly list and stricter enforcement and more fines, you're all part of the problem, not the solution.

    You're about as anti-American as Adolf hitler. Congratulations! Now you understand what Germans were like during the 1930s and 40s. That's why they can't talk about that term outcellus time and history because they didn't realize how evil they had become until it was over. I hope somebody comes across the ocean and kicks our ass and reminds us what freedom and liberty is supposed to look like because I don't see anybody on this comment board defending the freedom of people to choose.

    We have had vaccines for a long time now so if people choose not to get the job then there is no reason or right for anyone to demand that unvaccinated still wear a mask. In fact it's kind of foolhardy for vaccinated passengers to have to wear a mask. We've reached her immunity. People are going to die irregardless, you all know this. You all act like it's abhorrent that people die, but we do.

    I dare one of you to tell me where modern medicine saved a life and that person is still living 150 years later or longer? You won't find it because we all have an expiration date and it's about time we start accepting that we shouldn't be shutting that all of society for the weak and the lame.

    I'm going to draw a lot of heat for this post but I don't care. I encourage some of you to try to argue with me outside of calling me inhuman.

    The difference between me and you is that I understand that life is not a guarantee and that you're not guaranteed to live to old age. You don't have the right to tell somebody else what to do in a public setting. The government doesn't have the right to tell you what to put on your face and neither does an individual or a corporation. If they admit that they can't force you to get a vaccine then they don't have the right to force you to modify what you're breathing either.

    Choice.

    I shouldn't have to wear a mask because people decide to overeat and treat their bodies like shit when obesity is the number one reason why people get hospitalized with covid-19 in the first place.

    If you want to eat your Twinkies go for it, but don't expect me to look out for your health when you can't even look out for your own.

    1. Greg T Chambers

      I agree it’s about control, I am sure the FAA is monitoring my comment they are just trying to control us. I would think more people would just stand up for this woman. Does it occur to anybody that the American employee might have been a bitch. I personally think the woman that got banned on the flight is the type of woman that probably would’ve stopped somebody running out of CVS with a load of stolen merchandise.Then she probably would’ve got banned from CVS .

  275. philip altus

    Great job!. People think they can say what they want and do what they want. It is about time someone put their foot down and said NO! Flying used to be a pleasure when people were polite and well behaved.

  276. AJ

    I would just like to say the airlines manager was correct and very professional. If at any time that a passenger doesn't want to comply with the rules and wear a mask they can always just drive, that way if you don't want to wear a mask then fine.

  277. Fly girl

    She is so rude! Can’t believe he spent that much time with her. Give him a raise

  278. Omi

    What an awesome manager. Standing up to the passenger, even when she is not telling the truth. More Airlines need to put a stop to this type of person.

  279. Belinda

    I'm all for the customer being booted off the flight, and grounded from American Airlines. I fly for business and appreciate it. However, the employee should also be removed for throwing Spirit into the "instead of us" process. They aren't better than Spirit. This made American Airlines just as bad. Sorry the right move done by the wrong person causes all to lose. Sorry lady - your gone. Sorry American employee - your gone too.

  280. Susie King

    So happy to finally see this!! Great management!! Who knows how she would have acted if she were allowed to be on the flight?
    I worked retail for 10 years and there is no way I would go back to it now. The public have become absolutely horrid!

  281. Nohemi

    I completely agree several of the posts from my fellow USA residents ; especially the one saying that the manager should have told customer to take ground - Greyhound and definitely creating a Do Not fly list for all airlines would help them tremendously - it’s too much abuse to airline employees , it’s becoming a habit from customers to behave disrespectful and post for the world to see ...
    I applaud the manager in this scenario - job well done!

  282. Nohemi

    I completely agree several of the posts from my fellow USA residents ; especially the one saying that the manager should have told customer to take ground - and definitely creating a Do Not fly list for all airlines would help them tremendously - it’s too much abuse to airline employees , it’s becoming a habit from customers to behave disrespectful and post for the world to see ...
    I applaud the manager in this scenario - job well done!

  283. [email protected]

    Way to go!!!…He did awesome. I have no problem with him using the word crap, because it was truly crap. And if he mentioned Spirit, so what.
    He was professional and firm.
    No one has to put up with insults.
    Everyone should wear a mask even if they are vaccinated.
    If someone does not want to wear a mask, or believe in mask, good for them, so don’t travel.
    There is your right!!!

  284. Migi

    I’m so glad to see how this manager was so professional in putting this customer in her place. People are at the absolute worst behavior lately. I work customer service and the disrespect you have to put up with is insane. Kidos!!!!

  285. Michele Claflin

    BRAVO! To the manager for putting his employee first. She deserved what she got!

  286. George Marley

    My concern is simply this: I would like to be assured these idiots who are "fined, truly have to pay what they are fined...not allowed to blow it off" or have the fine reduced substantially or just not collected...in other words, they have to pay real money. Fine and COLLECT THE FINES.

  287. Unwest

    While I think rudeness like that displayed by this now ex-passenger is uncalled for, I want to point out it in the last several years airlines have jammed people more tightly on smaller aircraft for longer and longer journeys. Often times the planes weren’t clean in between stops. The pandemic has helped a lot with that. But that has created a rather hostile ambience for employees or travelers. Creating more a humane ambiance with more...

    While I think rudeness like that displayed by this now ex-passenger is uncalled for, I want to point out it in the last several years airlines have jammed people more tightly on smaller aircraft for longer and longer journeys. Often times the planes weren’t clean in between stops. The pandemic has helped a lot with that. But that has created a rather hostile ambience for employees or travelers. Creating more a humane ambiance with more space and air would help a lot. If you’re going to ban unruly customers there does need to be a path off that list if one is created. You can’t have a permanent Dunce list that nobody can ever get off of. And while we are at it, can we get some dress codes for passengers? They all look like they crawled out of bed when they get on planes.

  288. John

    She's a paying passenger and doesn't have to conform to some random managers sense of approved behavior. I've taken note of this unacceptable behavior from American Airlines and will not be flying with those who think they can treat passengers like cattle.

  289. Mary

    I do not support bad behavior from passenger by any means, but being frequent flyer myself I have seen and experienced alots of unnecessary harassment from airport crews to the airline crew. Airplanes are overbooked, like airline didn't know that perticular flight have 200 seats, so they have sold 250. Really?? Than passengers get frustrated and they play dumb. Than child who is under 2 yr old flying and 4 different flight attendants do not...

    I do not support bad behavior from passenger by any means, but being frequent flyer myself I have seen and experienced alots of unnecessary harassment from airport crews to the airline crew. Airplanes are overbooked, like airline didn't know that perticular flight have 200 seats, so they have sold 250. Really?? Than passengers get frustrated and they play dumb. Than child who is under 2 yr old flying and 4 different flight attendants do not ask child's parents about childs mask, but here comes Karen flight attendant who start interrogation about how old is child, when is born bla bla bla, so she can force child to wear mask. Is that really necessary? Does that make you any bigger, better person Karen? Mask is worn to protect person who wears it, vaccine is to protect person who took it, not the other way around. If you don't wanna wear mask, hey your body, your health, your problem. My mask should protect me, not yours. So I think alost of people here get this mask idea very wrong. And here starts passenger frustration and anger.

  290. Tonjah

    I applaud the manager for taking those steps and removing 'Karen' from the flight. (I want to work for him.) Rude behavior needs to be punished, not rewarded. The flight attendant only enforces the rules they do not make the rules. I agree with others there should be a no fly list for unruly passengers. Greyhound is a better option for her. Treat others as you would like to be treated.

  291. P.L. Miller

    Ms. Karen; you're being kind. I believe the manager directed the lying sack of worthless dirt to Spirit Airlines because *its* passengers seem to complete lowlifes -- exactly like her.

  292. Steve Dillard

    We trust the airline with our life. I would recommend if you don’t please don’t fly and you don’t have to do what they tell you. I wonder what she would do if I walked up to her and said put on your mask BITCH.

  293. ken

    It's time for the air carriers and law enforcement to put an end to the increasing poor behavior .
    Start removing these people from aircraft. Deny boarding. Ban from the carrier. Heavy fines. Share with other carriers, names and photos of these people so they can bar them as well
    Enough!

  294. Carol J Young

    When will the airlines including AA be responsible for their overbooking. My son and his gf took 3 days to get home from Florida. AA never reimbursed hotel costs or taxi fees. It took the till 3am to find a hotel
    They were out about 1 thousand dollars because of this airline. Passengers are on a no fly list but AA can treat passengers any way they want. Double standard!!!

  295. Anthony Sparta

    An airplane is a very complex machine and the people who make this machine fly should be treated with respect. That includes the entire flight crew and ground personnel. The lives of all aboard depend upon coordination and cooperation. Any passenger who does not understand the need to cooperate and follow direction should not be permitted to fly. This manager deserves a promotion for not allowing a defiant individual to fly, not only today, but...

    An airplane is a very complex machine and the people who make this machine fly should be treated with respect. That includes the entire flight crew and ground personnel. The lives of all aboard depend upon coordination and cooperation. Any passenger who does not understand the need to cooperate and follow direction should not be permitted to fly. This manager deserves a promotion for not allowing a defiant individual to fly, not only today, but forever on AA. Let this example resonate to others who would act out believing there are no consequences.

  296. Luis Aponte

    Good for him.
    These idiots need to be banned from flying.

  297. Zebu

    Advise problematic passenger UBER is available and provide them with their number. All to show what good service airline(s) provide.

  298. Anthony Sparta

    And BTW, the airline manager mentioned Spirit and Greyhound. So what? His exchange with the defiant woman was not intended for recording or publishing. The defiant woman, it can be argued, was exercising her right to free speech, likewise so was he.

  299. Zac

    You're article sucks , I watched the same thing happen to a disabled vet who had a ticket and was refused boarding . He was respectful and american airlines was absolutely disgusting. Then not to mention they court martialed a whole plane if passengers and duct taped a lady to her seat mid flight . Don't try and make these bullies seem reasonable.

  300. Janet Curtiss

    I was employed as a flight attendant several years ago on an airline based in Alaska. Yes there are people out there that are less than courteous to the people who are in charge of their safety. We are not there to serve coffee and peanuts! We are there for because the FAA requires it. People don't realize that we are responsible for first aid and if there's is a problem landing the airplane we...

    I was employed as a flight attendant several years ago on an airline based in Alaska. Yes there are people out there that are less than courteous to the people who are in charge of their safety. We are not there to serve coffee and peanuts! We are there for because the FAA requires it. People don't realize that we are responsible for first aid and if there's is a problem landing the airplane we are in charge of getting passengers off of that airplane in just minutes. That is what we are trained for so treating flight attendants with disrespect is not something that passengers should do!

  301. Shirley Bartek

    Totally agree with the airlines! Good for him!
    They're job is to keep us all safe. And we should be respectful of that and appreciate them.
    If you don't want to follow the rules then drive or stay home.

  302. Tamara

    Thank you to this manager for sticking to his guns. He was very professional. These non maskers are out of control and should be banned from flying.

  303. Tamara

    People need to follow the rules

  304. Thomas Jackson

    Typical entitled arrogant piece of garbage take the bus next time traveling

  305. Jim Barry

    ...forget telling her to take the Greyhound, let her buy a bike or walk.

  306. Donna

    I had a female flight attendant at on alaska air zero in on me trying to force me to put my jacket in the overhead compartment. i told her I use it over my shoulders during the flight she said its not allowed, I looked down the plane and dozens of other passengers had their jackets, I told her when she made all the other people put their up then I would as well, she...

    I had a female flight attendant at on alaska air zero in on me trying to force me to put my jacket in the overhead compartment. i told her I use it over my shoulders during the flight she said its not allowed, I looked down the plane and dozens of other passengers had their jackets, I told her when she made all the other people put their up then I would as well, she asked if I wanted her to get the captain, I said well that depends on what he looks like trying to make light of the situation. She walked away mad, with in a min or so a different attendant came to me and apologized for her behavior, and said the other passengers told her I was being harrassed, she said that she would not be back in my area again. So it's not always the passenger.

  307. Pankaj

    The airlines and the manager is biased Ithis situation because the passenger is alone. They would have acted differently and let the passenger fly if the passenger had a spouse or children with them. This is an example of prejudiced behavior by the airlines and the manager, to act differently an fake morality only with those passengers who are easy targets.

  308. Roslyn

    He handled it great! Didn't let her get him off track. She knew the rules before she boarded. If she didn't want to follow the rules, she should drive her own car, catch a bus or get on the train. She may find in the latter two, and rules(mask) may also apply. But most certainly, don't let her ruin other people's flight for her selfishness and inconsideration!

  309. CargSuthwick

    I like the idea of a unified no fly list. That manager supported the flight attendant and the general principle that a business can expect certain levels of respect from customers. I was fed up with the "I have a right to fly" mob before COVID, with all of the whining about the scanning.

  310. Snit

    I hate to politicize this but you can almost guarantee she voted for Trump.I work in a guitar store and had to put up with this type of BS

  311. Francesca Garten

    So NICE to see professional managers acting and enforcing guidelines according to their own policies and, most importantly of all, backing their employees. The City of Phoenix Senior Services Division should take a page from this. They will let any “customer” walk into a public facility, swear and scream and threaten public employees, and when staff follow policy and ask the offender to leave, the division Administration will call up the Karens and Kens and...

    So NICE to see professional managers acting and enforcing guidelines according to their own policies and, most importantly of all, backing their employees. The City of Phoenix Senior Services Division should take a page from this. They will let any “customer” walk into a public facility, swear and scream and threaten public employees, and when staff follow policy and ask the offender to leave, the division Administration will call up the Karens and Kens and actually APOLOGIZE to them for city staff having the nerve to refuse to be treated with profanity and threats. They will then write up the employee. Many thanks to this manager for treating his employees like humans, and insisting others do the same. Pay attention, City of Phoenix, Arizona.

  312. Kimberly A Baker

    Totally agree with airline staff. People can't just exhibit such disrespecting and abusive behavior and think that's okay. There is a standard that airlines have to keep the peace once stuck 10,000 feet in the air trapped in the same plane as disruptive passengers. I'm sure they get scared.

  313. Ma

    All you have to bypass no fly list do is to get driver's licence from another state which is not really an issue.
    Unless you have unique name they can only match dl number.

    So untill they start asking for SSN when you book a flight those lists are useless.

    The other solution is to have TSA keeping those lists and matching individuals.

  314. Bob

    Shared airline database is nice. So is world peace. Neither will happen. Logistically, it won't happen. Too much red tape, turf wars, egos, oversight, and total lack of IT skills. Airlines can barely keep their websites functional let alone a shared data infrastructure.

  315. Kurt

    AA wouldn't allow my Mom to fly with me after her stroke because she wore an adult diaper. It's the UnAmerican airlines! Thankful I'll never have to fly with them again. And that spat with the hot lady body builder was the last straw. Hopefully they go out of business, financially crash & burn!

  316. Mike

    Gotta love the manager’s firm but calm approach to handle this customer. Airlines have enough to deal with aside from unruly passengers, and sometimes you lose your privilege of flying, at least temporarily if not for good in more serious offenses. Maybe the customer will remember that when they’re left no choice but to use an alternative means of transport and take much more time to get to their destination.

  317. Jennifer Gaydos

    I applaud this manager for standing up for his employee. So much of the time a company just says the customer is always right. With more companies standing up to not tolerate this kind of behaviour, it would nip it in the bud quickly. So many companies are afraid of the customer and their threats. It's a shame that we can't look at human behaviour and say enough is enough we won't tolerate that anymore. Thank you for that sir!

  318. Toys Samurai

    Consider that some incidents involving opening a door, or trying to disturb the pilots, which are far more dangerous acts than verbal insults, we should have a national database, and danger levels should be ranked.

  319. Wilfredo Pabon

    Applaud What!? How American Airlines treat customers? If you want to be treated like POS then fly them. There so many idiots promoting this kind of behavior and then complaining when happen to them. All of this stupidity is just a control matter.

  320. J Hemingway

    SOOO happy to see a company standing up to these whining, privileged, entitled, attention seeking babies. People like that SHOULD be fired as customers. I wish retail establishments would start doing the same and protecting their employees. Kudos to this manager/supervisor. We need more like him.

  321. Michael fitzgerald Fitzgerald

    We need more strong people like this that stand their ground on our behalf. Well done and a promotion should be in store.i tip my hat to you sir...

  322. Deidre La Monte

    It’s time the airlines ban these misbehaved humans from flying! The behavior is unexceptable! Try going to another country and act out, it’s not acceptable. Does one go into a restaurant, hotel, rentacar, church, shopping mall, movie theater, opera house etc and act like this?! No! Only in the air!

  323. John

    Give that manager a raise! Good on you, sir!!

  324. Lynn

    I commend the manager for sticking by the employee. The customer is not always right. I had a simular situation happen to me when I was younger and working in an up scale department store. A customer call me the B word, and I just prayed my boss would do the right thing. Not only did he dress her down, he also told this woman she had not right to talk to one of his employees like that, and band her from the store. Mr. Ross was my hero!

  325. Mom

    Yay! It’s about damned time someone shows these rude and dangerous people how it IS! I’m so sick of all of them!! Thanks, American Airlines!!

  326. Scott

    Actually, this ability to "insta-ban" passengers is a bad precedent and I have seen first hand it being abused on a minor child for simply eating on a cross-country flight on AA.

    Yes, it was that simple. Head purser said 'no report was made', both gate agents said 'you would know if it was an issue and we heard nothing' - heck, even the offended flight attendant said 'as long as he complies for the...

    Actually, this ability to "insta-ban" passengers is a bad precedent and I have seen first hand it being abused on a minor child for simply eating on a cross-country flight on AA.

    Yes, it was that simple. Head purser said 'no report was made', both gate agents said 'you would know if it was an issue and we heard nothing' - heck, even the offended flight attendant said 'as long as he complies for the rest of the flight it is ok.'

    Well, he lied. Good thing I know people. Ban removed. Ability to completely screw someone's future over as a minor? Yeah, not what I think we all need.

  327. Seema

    Unacceptable what airline staff have to go thru. The manager was brilliant (even using crap and suggesting spirit airlines, uou cant fault him for finding a solution for her)

    Airlines across the board should ban bad behavior and put them on a no fly list on ALL airlines

    WE HAVE TO RESPECT PEOPLE. WE ARE ALL HUMANS AND DESERVE TO BE TREATED RIGHT

  328. Gregg

    I agree with him 100%. Many unruly and disrespectful people are emboldened to do and say anything they want without consequences. Its about time someone starts taking a stand against this nonsense.

  329. Johnny B Good.

    Ban all people like this period folks don't have time to waste because of stupidity. They will never fly any airlines again unless they grow wings.

  330. Adriane

    Good for him. I'm on American Airlines Friday..
    Praying there is no trouble

  331. Ej

    He was great. Yes, the use of "crap" should have been avoided. It brought his retort to a familiar level and could have backfired. As for the Spirit suggestion, maybe he was simply suggesting a concrete helpful option, which was a nice thing. If his intent was to suggest a "cheapy" airline and insult her, then he shouldn't have mentioned it. He was professional and calm in his tone..which is very commendable. Clearly explained the...

    He was great. Yes, the use of "crap" should have been avoided. It brought his retort to a familiar level and could have backfired. As for the Spirit suggestion, maybe he was simply suggesting a concrete helpful option, which was a nice thing. If his intent was to suggest a "cheapy" airline and insult her, then he shouldn't have mentioned it. He was professional and calm in his tone..which is very commendable. Clearly explained the cause_effect behavior of the blonde bimbo and I commendable him how he did it. The big question is would he respond the same way to everyone in the same manner. If it were a man. For example.

  332. WILLIAM SCHLOSSENBERG

    In this case it might be warranted, but on the whole, the airline industry deserves most everything they get. They think they can do anything they please, with no consequences. That is why they keep getting sued. It took congress to force some changes, but they didn't go anywhere near far enough. They have almost NO customer service and no loyalty to their customers. They would also be asking for individual and major class action...

    In this case it might be warranted, but on the whole, the airline industry deserves most everything they get. They think they can do anything they please, with no consequences. That is why they keep getting sued. It took congress to force some changes, but they didn't go anywhere near far enough. They have almost NO customer service and no loyalty to their customers. They would also be asking for individual and major class action law suits if they tried to disseminate derogatory information about any individual, just like businesses that request information from former employers about prospective employees. That's why they only say that the person was employed, and the dates, if they know what's good for themselves. The horror stories regarding airlines abound.

  333. SteveAZ

    At least this karen didn't turn violent, not yet. And deserved to not fly. Thanks to the manager for handling it then instead of letting this child women on the plane to do more of her selfish behavior and appalling treatment of fellow human beings. I'm also appalled that violent acts have become more common. I say, add some serious prison time to the fines. And an airline wide full 3 year ban. That will...

    At least this karen didn't turn violent, not yet. And deserved to not fly. Thanks to the manager for handling it then instead of letting this child women on the plane to do more of her selfish behavior and appalling treatment of fellow human beings. I'm also appalled that violent acts have become more common. I say, add some serious prison time to the fines. And an airline wide full 3 year ban. That will get some of these selfish actions to stop either by choice or by being removed from the airport and airline system so others can travel safely. I fear a very tragic outcome of one of these confrontations if the status quo is the response from our government.

  334. Sherri

    I applaud the airline manager. Like the saying goes…DON’T bite the hand that feeds you…so goes DON’T piss off the airline you’re trying to fly on…OBEY the rules..wear the mask..it’s probably “not” going to kill you

  335. Vicki

    Now the airline personnel have an idea of what Bus drivers have gone through on a daily basis for years.
    All should be put on the Federal no fly list.

  336. Karla

    Kudos American Airlines. No one should have to put up with rude, immature passengers. It's time that people are reminded that they are responsible for their actions. You reap what you sow. The rules do not apply to everyone but them.

  337. Patrick Scott

    I totally agree with the airline manager. People need to remember that flying is not a “Right”, it is a privilege. If folks cannot respect others, then should not be afforded the privilege Sorry people, contrary to some popular belief, this is not the WildWest and we cannot bully people around so rudely and expect certain privileges. Thank you!!!!

  338. Russel

    As much as the customer mellowed down, I would have let her catch the next flight. She did deserve a stern warning, regardless.

  339. Pamela Anne Larsen

    Totally right on the money. It's time that people such as this manager take control back, from the real bitches.

  340. Mitzi

    I think all flight attendants and gate personnel should be licensed to have a taser and quiet these folks down off their privileged behavior!!! I believe many come with an intent to disrupt because they have a false sense of a new authority to cause disruption! Tase them and let them feel some ‘disruption’!

  341. Eric

    The manager was awesome. He defended his employee and stood by his decision. Not backing down. Hopefully this woman was put on the no fly list for all airlines

  342. First timer

    Go fly F from DFW to HKG for $10k and pick one adjective to describe the flight attendants. Probably similar to this ladies choice of words.

    Unfortunately, this lady decided to drop a no-no word but if I had to guess with my thousands of interactions with gate agents and flight attendants from AA, it may have been warranted.

  343. Jen G

    Airlines have no-fly lists for terrorists and other people who pose a risk. If an airline is forced to divert a flight because of a safety risk (not wearing a mask, attempting to exit mid-air, etc.) then the offending passenger should be permanently placed on an equivalent National no-fly list. If no diversion was necessary, then they should be on the list for one year.

    They need to do something or nobody is going...

    Airlines have no-fly lists for terrorists and other people who pose a risk. If an airline is forced to divert a flight because of a safety risk (not wearing a mask, attempting to exit mid-air, etc.) then the offending passenger should be permanently placed on an equivalent National no-fly list. If no diversion was necessary, then they should be on the list for one year.

    They need to do something or nobody is going to want to board a flying tube with unruly passengers who refuse to wear masks.

  344. Samantha

    Masks are a total ignorant joke. First you stand 6 feet with a mask then crowd into an airplane. It's Absolutely proven masks DO NOT prevent the spread of covid and most people who get covid are Avid mask wearers and keep their distance adamantly.
    There are No more deaths during covid than previous years total deaths in USA and more children died of flue during covid. People this is all about control and...

    Masks are a total ignorant joke. First you stand 6 feet with a mask then crowd into an airplane. It's Absolutely proven masks DO NOT prevent the spread of covid and most people who get covid are Avid mask wearers and keep their distance adamantly.
    There are No more deaths during covid than previous years total deaths in USA and more children died of flue during covid. People this is all about control and we aren't puppets. They take away our freedoms bit by bit until we font even realize until it's too late like Nazi Germany it started with biased news media social media and news now blocking truths.
    Masks Do not work its an ignorant stance, controlling. We pay for these tickets our seats we do not need to wear masks.
    The most vulnerable have been given vaccines. This is America wake up people!!!!

  345. Deborah

    Love how he handled her. Folks are out of control especially on airlines. I an avid supporter of masks and airline employees have put up with way too much during the pandemic. Bravo to setting her straight!!

  346. Joan

    I think all airlines need to join together both National and international and ban these people for a minimum of two years to a maximum of forever. I think two years is enough time to think about what they did and to figure out how they r going to travel until they can try again. There will b anger and threats of law suits just add the statement on all tickets.

  347. Ray P

    Surprised you were not cancelled or sanctioned for using the word "American" when mentioning the name of the airline. Big thumbs up to the manager for supporting their employees.
    The former customer should now have to travel in
    NO Class instead of first class.

  348. Rob

    Great job and kudos to the manager that set this ugly Karen straight. She is a liar and is so disgusting. So many of these toxic Karens ruiining the USA by acting like children.

    I hope she never flies again. All for the No Fly lists!

  349. Mary Washburn

    That's what happens when you let lawlessness continue with no consequences. Thank GOD you stopped it before it gets out of control. Then your regular customers suffer. We all have had enough. We just want to travel in peace so we can go see our families. Thank you!

  350. LJ

    If this is done consistently, people will refrain from such behavior. After all, they are there because they want to fly, and if they know that this will keep them from flying, they will stop it. And the courts need to stop rewarding bad behavior by siding with the “victim” when the “victim” is the problem.

  351. Jeff

    As a former CSM for AA many years ago I fully support a no tolerance policy for aggressive and non-compliant passengers. In the old days we would have been limited to assigning her the worst middle seat on the most crowded flight, but the behaviors today are so much worse and the companies need to hold a hard line! Bravo!

  352. Donna

    This flight attendant would be very pleased to have a supervisor who stood up for me like this man. Good job, crap, Spirit and all.

  353. Barbara Bonner

    Great manager that backed up his employee. The woman was totally out of line, should be banned from the airline. No excuse, rules are rules. This keeps us all safe. Thank you to the manager.

  354. John

    Having been in a managerial role in customer service related industries for 40 years, I thought this was a great example of how to handle a difficult customer in a positive and professional manner. Way to go!

  355. Tom

    I have seen a lot of people giving crap to the people working the gate and the airplane staff. If You get bounced from the flight they should make it a 60 flight ban from all airlines. For the first offense. Then double it for the second offense the third offense lifetime ban. That would stop the crap quickly.. On the flip side when the airlines over book a flight they should be held accountable....

    I have seen a lot of people giving crap to the people working the gate and the airplane staff. If You get bounced from the flight they should make it a 60 flight ban from all airlines. For the first offense. Then double it for the second offense the third offense lifetime ban. That would stop the crap quickly.. On the flip side when the airlines over book a flight they should be held accountable. When they cancel a flight they need to do everything they can to rebook that flight asap. That gate person getting aggressive with passengers about the standard size of a carry-on bag. We have all have felt the rath of the bag gate keeper. And I'm not talking about when a passenger has a duffle bag the size of a standard suitcase or a carry-on that is bigger than overhead compartment.. that should have never made it through the security. Please check it. Just saying the airlines sometimes take advantage of travelers.

  356. Martha

    So there is another take one Him using Spirit to travel... She needs the Holy Spirit to clean up her act interiorly and learn to treat people with respect.

  357. Dallas

    As a longtime airline employee, he probably only mentioned spirit because he’s knowledgeable in the routes and flight times of the major competitor. I thought he was professional and that was helpful. It’s obviously this woman does not fly often. And that’s good. lol

  358. Jackie

    I say well done to the manager. I don’t understand why some people think that they have the right to go around abusing the airline staff and think they can get away with it. I hope she’s learned her lesson. I know that there are other people like this lady, before you fly think twice. Enough is enough.

  359. bruce barker

    I like how she backtracked what happened . She and all entitled thinking people should be blackballed from all airlines, flying is a privilege not a right

  360. Craig

    Having seen the interaction between the manager and the customer, I applaud how he handled the situation. I noticed a few people considered the fact that he mentions the other airlines that he was throwing them under the bus, however once asked who he could recommend he said the only one I can think of is Spirit. I don't think the mentioning of the airline was throwing them under the bus but rather a suggestion due to route or also timing and route.

  361. Pam Pooh

    Glad they permanently suspending ppl from flights, ppl always want to travel so maybe they will think about it next time and it really wasn't that serious just put your mask on simple as that oh and follow me on Instagram to capture my flight attendant journey: prettylittlepamm

  362. A Rees

    The passenger’s nasty behavior over the flight attendant’s enforcement of the mask requirement is beyond ridiculous. Having said that, I find it a little difficult to feel too badly for American Airlines flight attendants-I travel domestically and internationally a lot. AA flight attendants are absolutely the rudest in the business and seem to love the power they glean from scaring passengers into believing they have the ability to remove a passenger from a flight or...

    The passenger’s nasty behavior over the flight attendant’s enforcement of the mask requirement is beyond ridiculous. Having said that, I find it a little difficult to feel too badly for American Airlines flight attendants-I travel domestically and internationally a lot. AA flight attendants are absolutely the rudest in the business and seem to love the power they glean from scaring passengers into believing they have the ability to remove a passenger from a flight or from ever flying with AA.

  363. Barbara A Key

    He did the right thing. I admire him for staying calm. The only way people are going to change their behavior is by being called out, and being held accountable.

  364. Edna J Krebs

    I have been watching what has been going on & how people are behaving on their flights. NO EXCUSE for their behaviour at all.
    Punching the flight attendants is unacceptable. I feel that the police be at the gate waiting on the person/persons that started the problems on plane. I also feel that jail time is appropriate as well as banned from every airplane.

  365. FRANK

    The unruly passenger removed herself from the flight. When you buy an airline ticket, you agree to the terms and conditions. You violate the terms and conditions, you take yourself out.
    My entire 50+ years of life, I have seen the sign "No Shoes, No Shirt, No Service". If I walk in without Shoes or a Shirt, I don't expect to get served. It's my fault for violating the rules, not the server for enforcing them.

  366. Gayle M Koerber

    Wow AA is gonna blast how a passenger has consequences for bad behavior.... Let me tell anyone who will listen. AA is very hypocritical. Because febuary of 2021 me and our papa 88 yrs old boarded a flight for moline iowa at 7:30 am what was suppose to be a 4 hour trip turned out an all day until moline airport closed. At 11pm... I got through it ok. But poor papa he suffered a...

    Wow AA is gonna blast how a passenger has consequences for bad behavior.... Let me tell anyone who will listen. AA is very hypocritical. Because febuary of 2021 me and our papa 88 yrs old boarded a flight for moline iowa at 7:30 am what was suppose to be a 4 hour trip turned out an all day until moline airport closed. At 11pm... I got through it ok. But poor papa he suffered a stroke that day . and was abused to say the least.... By the men who are paid to assist disabled... Papa got his angel wings on the 8th of july. It still is almost unbearable..... I hold THE MEN WHO ABUSED HIM 100 PERCENT RESPONSIBLE FOR HIS DEATH. Im beyond angary and hope to reach enough people that someone does something. How can you treat our loved ones that way?? And keep getting by with it?? Someday your money wont save you!! God seen it all..... And if you cherish family and was on the flight on feb 21 that left ontario ca. And seen the situation.... Please message my #951-451-9561 i need witnesses to help hold this crap and crappy people responsible.. Please help

  367. Somepronoun

    Unfortunately people like her exist and create unnecessary strain on an already rough experience. I fly weekly and the industry as a whole is severely flawed. Yes, employees have to deal with these people now and then and they usually result in some sort of coverage and applauded. Yes she handled it all wrong but passengers are also treated horrible even when they are doing everything exactly right. I think what is just as bad...

    Unfortunately people like her exist and create unnecessary strain on an already rough experience. I fly weekly and the industry as a whole is severely flawed. Yes, employees have to deal with these people now and then and they usually result in some sort of coverage and applauded. Yes she handled it all wrong but passengers are also treated horrible even when they are doing everything exactly right. I think what is just as bad if not worse is the lack of employee accountability, coverage and customer service for well behaved customers. I have been delayed full days multiple times due to missed connections bc of delayed flights. I have ran over a mile from one terminal to another and made it within the airlines timeline only to be told I was too late. They were aware my incoming flight was late and still chose to close the gate early regardless. After all that running and rushing they offered no sympathy just attitude for no reason. On 5 occasions in 2 months my plane did not leave for up to 30 minutes after I was very rudely told I was too late! The gate agents are rarely polite especially at CLT. I know several flight attendants and pilots on my routes and they have intervened to get me on the plane. The employees should be held just as accountable as customers. No one wants to be cursed on either side but the gate agents have no problem starting problems instead of doing there job bc they know they will not get punished. I have started videoing these interactions and plan on sending them all in to upper management and news outlets. I have been cursed out while I was still within the boarding window, had doors slammed in my face, tried to speak rationally to these people then be told I needed to leave or I would be forced to and so much more. Travel is difficult but if the employees had to face consequences it would hopefully be a little better.

  368. TOM PIA

    I agree with the above. She should be placed on a no fly list. Take out Spirit and Crap and the manager was very professional. Most of America is tired of the way these select few think they can get away with anything and if they are backed into a corner they just apologize and all should be okay. I applaud the manager.

    tom

  369. Deb

    Kudos to the manager! Unfortunately, many people do still expect to be served in retail or restaurant establishments after being rude. I hope more service industries begin to stop service to those mistreating associates on the front line.

  370. Jay

    Maybe spirit and does offer an alternative route there and also maybe they don't require masks

  371. Sandy Fleming

    Would that all managers, in every business, were as professional as this one! He handled it perfectly!

  372. linda

    Yea, I don't think he was throwing shade at Spirit. Just suggesting another Airline that covers the same route. There should be a no fly data base that all airlines tap into and ground any sir travel for 1 year. Just like someone losing their drivers licence. After 2 or 3 make it a permanent ban.

  373. Linda

    He gave her way to much time to "explain" her behavior. And maybe advising her to fly Spirit was the appropriate other airline to suggest. Maybe "hint" she needs spirit.

  374. Bernadette Ward

    Years ago I was in consumer service/retail management and the behavior was just as bad probably not as frequent. I was in my twenties, always went over and beyond but was cussed out, had items thrown at me, makes swinginge clothes on, shut your mouth, and simply follow the rules. If you don’t like it, drive or walk. their fists, along with lying, and stealing. Unbelievable that everyday language is so filthy and disregard for others is so out of hand.

  375. Michael kenny

    Considering the increase in violent confrontations, which have occurred, I consider this a overreaction during very stressful times for everyone. Telling her to fly Spirit is the real punishment.

  376. Carol

    It is truly ashamed that we ad people don't know how to behave, and we as adults wants kids to behave well looking at people like this I can see why children are having such a hard time.and yes I believe it's time for airlines to work across the board on this to stop this bad behavior it's not safe for anyone boarding a flight enough is enough period.

  377. Stefanie Boerner

    Absolute applaud the managers action and professionalism. The woman kept arguing and lying before he told her to take a different carrier, he was probably already seriously pissed off while trying to keep calm. I am working in retail and guilty of saying similar things when a customer gets in our employees face, I probably have suggested more than once they could always try Walmart. Also, I would not want a person like that on my flight.

  378. Roberta Lawson

    Good for him. I just retired from the airlines and people do not know the kind of abuse that gate agents and ticket counter agent are put thru. That pax was calm, wait til you have one screaming vulgar things at you and there is no reasoning with them. It just makes your whole day . Thank goodness there are still pax out there that appreciate what you do for them.

  379. Debbie

    It seems that ever since the airlines required mask they’ve had nothing but issues. It’s hard enough to fly in sometimes hard to breathe and then you add another element to the mix and people can ask stupid I’m not excusing it it’s not right. But I really wish they’d reconsider the mask mandate but I cannot figure it won’t happen. But this is when it all started really bad. Maybe when you’re breathing your...

    It seems that ever since the airlines required mask they’ve had nothing but issues. It’s hard enough to fly in sometimes hard to breathe and then you add another element to the mix and people can ask stupid I’m not excusing it it’s not right. But I really wish they’d reconsider the mask mandate but I cannot figure it won’t happen. But this is when it all started really bad. Maybe when you’re breathing your own air which is what you’re doing people start acting a fool something to think about. Again I’m not suggesting one way or the other if I fly I wear a mask because that’s the only way I’m gonna be able to fly even if I’m vaccinated which is seems stupid now because it doesn’t reward you when they want everyone to be vaccinated yeah nothing changes for the vaccinated person. So why get vaccinated? Just asking.

  380. Donald A. Lewis

    I thought the manager mentioned Spirit younger in cheek. Admonishing the customer to get in the right spirit (of things)

  381. Dick Johnson

    Passengers should not be wearing masks.. also let’s remember the BAILOUT of the airlines.. it was taxpayer money that did that… and these flight attendants are generally rude…

    1. HeezaH

      I certainly hope you are on the no fly list for all airlines , you ignorant clown. It's appropriate that your name suggests you are in street vernacular a "double dick,"... You are so far off the mark with your stupid post. Please just rent a car (unless you are also banned from that industry too).....

  382. John Myer

    I didnt hear how this all started but I just got done flying from Kansas city to Atlanta to LA to Hawaii and back. Between unexpected flight changes by Delta, tickets showing dinner service and not happening, other irritating incidents, I can see some people flpping out. It's frustrating to fly anymore. It's not an excuse for bad behavior. Threats, violence, cussing should not be tolerated. But some leeway allowed in consideration.

  383. T LYONS

    Brilliant and about time! I didn't take it that mentioning a different airline was duragatory but that they probably had a flight to the same destination leaving around the same time.

  384. Ryan

    Speaking as a restaurant worker, some people absolutely do expect to call you a b*tch and then have you take care of them anyway. Their mindset is that you're a dirty peasant who's not good for anything except carrying plates out to them (never mind the hundred other things you need to track and handle when waiting tables to ensure a good experience), so you should know your place and be their b*tch.

    And then...

    Speaking as a restaurant worker, some people absolutely do expect to call you a b*tch and then have you take care of them anyway. Their mindset is that you're a dirty peasant who's not good for anything except carrying plates out to them (never mind the hundred other things you need to track and handle when waiting tables to ensure a good experience), so you should know your place and be their b*tch.

    And then people wonder why COVID led to hiring difficulties in restaurants- it's because we all moved on! Lol

  385. donald grant

    About time. Should be industry wide. Abusive people should be eliminated for perhaps 5 years. Things like face masks for a pandemic should be universal. After the pandemic, stop requiring the masks. Thank you.

  386. Somewhere in 413

    I flew Spirit in May, nope they didn't tell the woman next to me to pull up her mask over her nose as the other 2 airlines I flew that trip did make sure people covered the nose and mouths. So Spirit was the correct place to send her as they probably would have let it go

  387. Amelia Wojnicz

    We must all be responsible and respectful especially because people do get sick while traveling, even prior to covid. Every time I flew, I got sick with a cold or bronchitis. Wear a mask for your wellbeing as well as others.

  388. Mayra Rivera

    100% de acuerdo con el Gerente. Aunque en ocasiones los pasajeros pierden control, hay que mantener respeto hacia los demás. Viaje ayer por American y la verdad que los empleados se ven cansados y en ocasiones agobiados. Pero hay que ponernos en sus zapatos. Ellos no pueden controlar de todo.....FELICIDADES al Gerente