In the most recent case of a video that appears to reflect badly on an airline, American moved to get out in front of it, responding quickly, forcefully and empathetically. American obviously does not want to meet the fate that United met two weeks ago, in a case where Chicago Aviation Department security workers dragged a passenger from an aircraft, the incident was captured on Twitter, and United was widely excoriated. The video involved American Flight 591 from San Francisco to Dallas-Fort Worth; the flight departed at 2:18 p.m. Pacific Time. “What we see on this video does not reflect our values or how we care for our customers,” American said. The woman had sought to board the aircraft with a stroller, which is supposed to be checked at the gate.

Source: Forbes April 22, 2017 17:12 UTC