Current:Home > NewsAmerican Airlines CEO vows to "rebuild trust" after removal of Black passengers -GrowthProspect
American Airlines CEO vows to "rebuild trust" after removal of Black passengers
View
Date:2025-04-13 18:25:04
American Airlines has taken action after three Black passengers alleged racial discrimination during a flight, CEO Robert Isom wrote in a letter sent Tuesday to airline employees. He also detailed steps American Airlines would take to address discrimination after speaking with civil rights groups.
In the letter, obtained by CBS News, Isom wrote that leadership wanted to address an "unacceptable incident" in which several Black passengers were removed from a flight over a complaint about "offensive body odor."
"I am incredibly disappointed by what happened on that flight and the breakdown of our procedures," Isom wrote. "We fell short of our commitments and failed our customers in this incident."
The employees involved would be on leave while the airline conducted an investigation, American Airlines said in a later statement.
Three Black passengers sued the airline in federal court last month alleging attendants removed them from the flight due to racial discrimination. Eight men, all flying from Phoenix to New York on Flight 832 in January, were not traveling together, did not know each other and appeared to be the only Black passengers on the plane, according to the complaint.
Flight attendants made no mention of an offensive odor on an earlier flight the three plaintiffs took from Los Angeles to Phoenix, the complaint said. The passengers were eventually reboarded when there were no other flights to New York with space. Plaintiffs recorded the incident, and in the video, a gate agent seemed to agree race was a factor in the decision to remove the men from the flight.
"I knew that as soon as I got on that plane, a sea of White faces were going to be looking at me and blaming me for their late flight of an hour," one of the plaintiffs, Emmanuel Jean Joseph, told CBS News senior transportation correspondent Kris Van Cleave in an interview.
Xavier Veal, another plaintiff in the case, recorded the incident on his phone and said he believes that if it had been a White person, the situation probably wouldn't have happened. "We were discriminated against. The entire situation was racist," Veal said.
There have been other incidents of passengers flying American Airlines who have also alleged racial discrimination, the complaint said. In 2017, the NAACP issued a travel advisory urging members not to fly on the airline. The advisory was lifted eight months later after the company agreed to numerous stipulations, including the formation of an advisory council, NAACP President Derrick Johnson said in a public statement after the recent lawsuit was filed.
American Airlines disbanded the panel in 2023, the NAACP said, but racial incidents continued. "Without a swift and decisive response, the NAACP will be forced to reinstate an advisory against the airline," Johnson said earlier this month.
Isom wrote in his letter that he spoke with Johnson about the organization's concerns after the most recent incident. He thanked Johnson for sharing his views and said American Airlines would take immediate actions in the aftermath, including creating an advisory group and strengthening oversight and reporting mechanisms.
"The NAACP is pleased to see American Airlines has taken initial steps to forge a path toward a more inclusive experience for all. While it is unfortunately common for Black consumers to experience racism and discrimination at the hands of corporations, it is not common to see such swift, and decisive action," Johnson said in a statement to CBS News. "It is our hope that this approach will serve as a model for other corporations who may find themselves in similar situations."
The airline's advisory group, the letter said, would "focus on improving the travel experience for Black customers," and promote accountability to deliver an "inclusive" travel experience. Employees will be encouraged to come forward to ensure "swift and transparent handling" related to allegations of discrimination or bias. The company said they'll provide employee training, review operational manuals and institute a long-term diversity plan.
"Be assured that we are steadfast in our commitment to working with the NAACP and other civil rights organizations to learn from this incident, listen to and rebuild trust with you, our team members, and our Black customers, and to delivering the best possible experience with American," wrote Isom.
- In:
- NAACP
- American Airlines
- Phoenix
- New York
Emmy Award-winning journalist Kris Van Cleave is the senior transportation correspondent for CBS News based in Phoenix, Arizona, where he also serves as a national correspondent reporting for all CBS News broadcasts and platforms.
TwitterveryGood! (96191)
Related
- Whoopi Goldberg is delightfully vile as Miss Hannigan in ‘Annie’ stage return
- Mother of 5-year-old girl killed by father takes first steps in planned wrongful death lawsuit
- Why Christina Applegate Is “Kind of in Hell” Amid Battle With Multiple Sclerosis
- Behind the Scenes: What you didn’t see at the 2024 Oscars
- New Zealand official reverses visa refusal for US conservative influencer Candace Owens
- Jimmy Kimmel calls out Greta Gerwig's Oscars snub, skewers 'Madame Web' in opening monologue
- Baker Mayfield re-signs with Buccaneers on three-year deal
- Are grocery stores open Easter 2024? See details for Costco, Kroger, Aldi, Whole Foods, more
- Federal court filings allege official committed perjury in lawsuit tied to Louisiana grain terminal
- Vanessa Hudgens is pregnant, revealing baby bump at Oscars
Ranking
- Woman dies after Singapore family of 3 gets into accident in Taiwan
- Caitlin Clark needs a break before NCAA tournament begins
- Oscar Moments: Talk of war and peace, a coronation for Nolan, and Ken-demonium for Gosling
- Oscar documentary winner Mstyslav Chernov wishes he had never made historic Ukraine film
- Pressure on a veteran and senator shows what’s next for those who oppose Trump
- 4 adults, 1 child killed after small plane crashes in Bath County, Virginia woods: Police
- Grabbing Russell Wilson instead of Justin Fields could be costly QB mistake for Steelers
- 3 reasons you probably won't get the maximum Social Security benefit
Recommendation
Residents worried after ceiling cracks appear following reroofing works at Jalan Tenaga HDB blocks
Marcia Gay Harden on a role you may not know: herself
Stock market today: Asian shares mostly lower, Japan’s Nikkei 225 falls 2.5%
How Killers of the Flower Moon's Martin Scorsese Consoled Lily Gladstone After 2024 Oscars Loss
Nearly 400 USAID contract employees laid off in wake of Trump's 'stop work' order
Emma Stone wins second Oscar for best actress, with a slight wardrobe malfunction: Watch
Vanessa Hudgens is pregnant, revealing baby bump at Oscars
Anatomy of a Fall Dog Messi Pees on Matt Damon’s Star at 2024 Oscars