While the video doesn’t show the whole story, it does capture the moment on Friday when an American Airlines gate agent challenged a passenger on flight 591 to fight him.
According to reports, the gate agent aggressively took a stroller from the lady seen crying. In doing so, he struck the woman and narrowly missed hitting the child.
When a passenger starts taking up for the other passenger, things go wrong .. so so wrong.
Passenger Tom Watson said the woman did not want to relinquish the stroller “and she was almost to the point of shouting.”
“The woman knows not to bring the stroller on a plane, she refused to let it go — she was shouting, so she is also at fault in my opinion,” he said. “But don’t get me wrong, the flight attendant should be way more professional than he was.”
American Airlines was quick to apologize for the incident shortly after the video went viral.
“We have seen the video and have already started an investigation to obtain the facts. What we see on this video does not reflect our values or how we care for our customers,” the airline said in a statement.
“We are deeply sorry for the pain we have caused this passenger and her family and to any other customers affected by the incident.”
“The actions of our team member captured here do not appear to reflect patience or empathy, two values necessary for customer care. In short, we are disappointed by these actions,” the airline said.
American said it upgraded the woman to first class for the rest of her trip and the attendant has been “removed from duty” while it investigates.