Two weeks ago, a man was violently dragged off a United Airlines flight after being told it was overbooked. And late last week, American Airlines suspended a flight attendant after a fight nearly broke out between a passenger and the crew, over a stroller. What did the two incidents have in common? Both stories went viral after passengers’ videos showcased the rotten conditions of flying in coach today. But also, in both cases, it’s not particularly clear that the airline employees caught on camera had many better options.
On the infamous United flight, employees, following protocol, had to call security agents to remove a passenger in Chicago, due to a last-minute need to transport crew to fly out of Louisville the following day. United’s contract of carriage gives employees broad latitude to deny boarding to passengers. On the other hand, it is terrible to force a sitting passenger to get up and de-board a plane. So, the attendants were stuck: Either four people already seated had to leave the plane, or a flight scheduled the next day would have been grounded due to the lack of crew—which would have punished even more paying customers.
On the American flight, it seems that employees were also following protocol when they removed a mother’s stroller. According to the airline’s contract of carriage, a stroller in this case must be be checked at the gate. When a brusque employee forcibly removed it from a crying mother, another male passenger, acting on an understandable human instinct, got up and threatened to punch the American employee. The situation ended peacefully, but American has suspended the employee.