Newspaper article Pittsburgh Post-Gazette (Pittsburgh, PA)

Airline Angst after the United Debacle, American Behaves Better

Newspaper article Pittsburgh Post-Gazette (Pittsburgh, PA)

Airline Angst after the United Debacle, American Behaves Better

Article excerpt

Not long after the April 9 incident on United Airlines, in which a passenger was dragged off a plane by security muscle, American Airlines played host to a passenger debacle. And, of course, it went viral.

A passenger accused a flight attendant of "violently" taking a stroller away from a mother traveling with children, and he shared video on Facebook of the aftermath: the woman crying and the steward and a male passenger daring each other to strike the first blow.

It would seem to be naive to expect civility in the friendly skies these days. But this time, this airline seems to be handling the matter well.

American's response has been to accept that something went wrong and try to make it right. The airline put the mother on another flight and gave her an upgrade to first class. …

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