The airline said it will immediately investigate the incident.
American Airlines announced it will investigate video of an incident on Flight 591 in which a flight attendant seems to say to a passenger, “hit me, come on, hit me.”
Surain Adyanthaya posted video of the incident on Facebook:
Adyanthaya wrote that the flight attendant “violently took a stroller from a lady with her baby on my flight, hitting her and just missing the baby. Then he tried to fight a passenger who stood up for her.” The alleged confrontation between the flight attendant and woman is not in the video.
American was quick to post a statement about the incident — likely after witnessing the intense criticism of United Airlines after video of a passenger being forcibly removed went viral.
“We have seen the video and have already started an investigation to obtain the facts,” the airline posted on its website. “What we see on this video does not reflect our values or how we care for our customers. We are deeply sorry for the pain we have caused this passenger and her family and to any other customers affected by the incident. We are making sure all of her family's needs are being met while she is in our care. After electing to take another flight, we are taking special care of her and her family and upgrading them to first class for the remainder of their international trip.”
The statement continues: “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 American team member has been removed from duty while we immediately investigate this incident.”