aviation : New passenger removal guidelines following complaints of discriminatory behavior – Aviation.Direct

American Airlines recently revised its internal policies governing when flight attendants can ask passengers to leave the plane. These changes come amid a rise in complaints against airlines alleging discriminatory behavior.

Especially after the pandemic, reports of conflicts between flight attendants and passengers have been accepted, highlighting the need for increased guidelines. The new policy aims to ensure that such incidents are dealt with carefully and only under clear conditions, with safety concerns at the forefront.

The development of the guidelines

In recent years there have been increasing reports of aggressive incidents between passengers and cabin crew. Many of these incidents, in which passengers had to leave the plane, were critically scrutinized by the public. It often seemed as if such escalations could have been defused by handling things differently. American Airlines responded to these concerns by revising its internal regulations. The airline has now clarified that passengers will only be allowed to leave the plane if there is an actual safety problem.

This means that if there is a non-safety issue, flight attendants should try to de-escalate the situation so that the passenger does not have to be removed. Only if such an issue is raised by a customer should the cabin crew respond. Another important point is that the captain continues to have the final say if the situation escalates and a final decision needs to be made.

The case of the Phoenix passages

The need for these adjustments was highlighted by an incident in January 2024, when eight men were removed from an American Airlines flight flying from Phoenix to New York. The reason for the measure was a complaint from passengers about unpleasant body odor. All of the men involved were African American, did not sit together and could not communicate with one another. The passengers’ removal led to a discrimination lawsuit that later attracted much public attention.

In response to this incident, American Airlines CEO Robert Isom acknowledged that the actions in this case were “unacceptable” and contradicted the airline’s values. He emphasized that it was an unfortunate mistake that did not comply with the airline’s principles of respect and care for all customers. As part of this, an “Oversight and Excellence Advisory Group” was set up to improve the experiences of black customers and critically review internal practices, particularly with regard to the removal of passengers.

Increasing complaints about discriminatory behavior

The incident and the subsequent actions are part of a larger trend emerging in the aviation sector. According to the US Department of Transportation (DOT), the number of complaints alleging discriminatory behavior in air travel increased significantly in 2023. While 176 complaints were registered at night in 2022, there were already more than 220 in 2023 – an increase of 26%. The American Airlines policy change is a response to this trend and is intended to help prevent such situations.

Another example of the problem can be seen in the company’s response to customer complaints about discrimination, which have led to repeated escalations in the past. In addition to setting up the advisory group, American Airlines has also pledged to increase training for cabin crew on how to handle sensitive situations. Training on diversity and inclusion should be increased, especially after the traumatic experiences of affected passengers.

The impact on the aviation industry

American Airlines’ decision to revise its passenger distance policies could be an important signal for the entire airline industry. With increasing sensitivity to issues of discrimination and customer service, many airlines are responding by refining their internal procedures for treating passengers. Introducing clearer and more transparent rules for such situations could help increase passenger confidence and prevent similar incidents in the future.

In addition, the industry as a whole could move in a direction in which not only airlines, but also airports and other service providers take greater responsibility for creating an environment of inclusion and respect. Airlines like American Airlines that are increasing their emphasis on training and preventive measures could act as role models and inspire positive change.