American Airlines is changing its requirements for removing passengers from their flights. Back in May 2024, the airline received a federal lawsuit after eight Black male passengers were removed from a flight going from Phoenix to New York City due to a complaint about their body odor. The airline has now announced a change to their Inflight Manual that details under which circumstances flight attendants are allowed to remove passengers.
According to images of the Inflight Manual shown on the View from the Wing, blog flight attendants are only allowed to remove a passenger if there is a “safety or security concern.” If there is a non-safety or non-security related concern, it needs to be brought up by a passenger first and not the flight attendant. Two flight attendants must then attempt to address the issue themselves without removing the passenger from the flight.
If the flight attendants cannot resolve the issue, the captain should then contact the Complaint Resolution Official or CRO. Crew members also have the ability to fill out a Customer Event non-safety/non-security (CERS) form within 24 hours of the incident. Should there be an incident regarding safety or security the plane’s captain has the final say regarding whether the passenger should be removed and only after a "thorough assessment.
” The Independent has contacted American Airlines for comment. This manual adjustment isn’t the first time American Airlines has changed one of its procedures. Last month.
