Originally Posted by
parabellum
I only saw one child but I see reference to twins. The passenger had a backpack that looked full, two infants and a stroller, where was it all going to go? how many seats did she have booked?
According to American Airlines, the woman tried to bring a double-wide stroller down the aisle of a single-aisle A321. The airlines said she did speak English, and she had flown from Argentina to the U.S. but forgot she needed to check in the stroller and tried to bring it on the plane with her.
American's
PR folks had a boilerplate statement ready to go in the word processor:
American wasted no time issuing a very straight forward statement, which came out 20 minutes after landing:
“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. 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 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.”
Video shows intense moments between passengers, American Airlines crew | WFAA.com