Dallas ABC affiliate WFAA reports the carrier made the change as a result of accusations of discrimination.

 

New Rules Require Conflict Resolution, Approval from Captain and Complaint Resolution

The incident that spurred the changes took place in May 2024, after a group of Black flyers say they were escorted off an American flight over a “body odor” complaint. The three passengers ultimately took the carrier to court claiming they suffered “fear, humiliation, embarrassment, mental pain, suffering and inconvenience.”

 

In their updated policies seen by WFAA, the airline says they’ve worked across departments to create the new rules across departments and stakeholders. In particular, the airline says the “updates and provide additional clarity – with special attention directed at situations that involve customer acceptance and those that may result in the removal of passengers.”

 

For a passenger to be removed from a non-safety concern, the issue must first be brought to the attention of the crew by another passenger. Two different crew members must come together and work on a resolution to the issue prior to takeoff. If no reasonable resolution can be resolved, then the issue must be taken to the aircraft’s captain and the airline’s Complaint Resolution Office before the flyer can be taken off an aircraft.

 

“Every day and on every flight, we strive to cultivate a sense of community and provide a travel experience where everyone feels welcomed,” an American spokesperson told WFAA in a statement. “With that as our guide, we regularly review our policies, practices and protocols, and make updates to ensure we’re delivering for our customers throughout their journey with us.”

 

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Source: frugal travel guy