Expert: Why Airplane Industry Acts of Cruelty Won't Stop Any Time Soon

Days after United CEO Oscar Munoz announced no staff would be fired following the viral dragging incident, another airline is now under fire for brutal behavior. 


During boarding of a flight from San Francisco to Dallas, American Airlines passenger Surain Adyanthaya observed an American Airlines flight attendant strike a woman, while abruptly taking her child's stroller.

The heated confrontation between the attendant and another passenger criticizing the move was caught on video, which Adyanthaya posted soon after. 

"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," American Airlines 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 woman, left in tears, was given a $1000 travel voucher and refunded the cost of the flight. But Airline analyst Henry Harteveldt revealed why incidents like this one and David Dao's forced removal from a flight, will likely continue.  

"Airlines are staffing their planes with the minimum number of flight attendants and that's not right for the passenger or for the employee either," Harteveldt told CBS This Morning. 

He outlined several more issues with the airline industry on Marketplace Weekend just after Dao's United story broke. 

"As passengers, we don't really know what rights we have," Harteveldt explained. "And the contracts of carriage that none of us ever read... and can be 1,000 or more pages, aren't very clear, and they're not easy for us to obtain." 

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