• Home
  • Reviews
    • Flight Reviews
    • Hotel Reviews
    • Lounge Reviews
    • Trip Reports
  • About
    • Press
  • Contact
  • Privacy
  • Award Expert
Live and Let's Fly
  • Home
  • Reviews
    • Flight Reviews
    • Hotel Reviews
    • Lounge Reviews
    • Trip Reports
  • About
    • Press
  • Contact
  • Privacy
  • Award Expert
Home » American Airlines » American Airlines CEO Apologizes For Treatment Of Black Passengers, Vows To Change Culture
American Airlines

American Airlines CEO Apologizes For Treatment Of Black Passengers, Vows To Change Culture

Matthew Klint Posted onJune 19, 2024June 18, 2024 35 Comments

a man smiling at camera

An internal investigation has revealed no justification sufficient to publicly defend removing eight black men from an American Airlines flight to New York on the basis that one may have had unacceptable body odor. Now CEO Robert Isom has apologized for the incident and vowed to change the culture at AA to prevent repeat incidents.

How American Airlines CEO Is Talking To Employees About Recent Incident In Which Eight Black Men Were Removed From Flight

Last month, a lawsuit was filed against American Airlines by a trio of black men, claiming racial discrimination and guilt by association, after eight black passengers, none traveling together, were removed from a flight in Phoenix after a white flight attendant complained of body odor.

You can read all the details here, but someone actually decided it was a good idea to remove all the black men from the plane, even though they were not seated near each other or traveling together, because one person complained about the smell of one of them.

As you might imagine, even though AA eventually let all eight men back on the flight, the damage was done…a lot of it…and the story has gone viral, prompting the National Association for the Advancement of Colored People (NAACP) to issue a fresh warning to American Airlines.

In an attempt to shift the narrative and show that it is taking corrective action, Isom sent a memo to staff today that was shared by JonNYC:

It is important we address an unacceptable incident where eight Black passengers were temporarily removed and reboarded on one of our flights.

I am incredibly disappointed by what happened on that flight and the breakdown of our procedures. It contradicts our values, what we stand for, who we are and our purpose of caring for people on life’s journey. We fell short of our commitments and we failed our customers in this incident. As a team, we have committed to listen, learn and grow — and together, build a welcoming culture for our team members and customers. This work is driven by accountability and our leadership attributes — a core tenet of which is caring.

https://twitter.com/xJonNYC/status/1803123644672909815

To help ensure repeat incidents do not occur, AA is taking four immediate steps:

  • Creation of an advisory group
    • We are establishing a new oversight and excellence advisory group with a focus on improving the travel experience for Black customers. Building off the achievements of our previous community council, this group will help us maintain standards, define processes and escalation procedures, measure our actions and improve feedback loops to ensure that we fulfill our commitments to Black travelers. The group’s oversight will be crucial in promoting accountability and driving continuous improvement, guiding our efforts to deliver an inclusive and positive travel experience
  • Strengthened oversight and reporting mechanisms
    • We are reviewing and enhancing our internal reporting processes to ensure swift and transparent handling of future incidents and customer concerns related to allegations of discrimination or bias. Team members will be reminded and again encouraged to come forward with confidence, knowing their voices will be heard and we will respond with diligence and fairness. These incidents will receive multi-level review including cross-organizational assessment and escalation to ensure they are properly investigated and actioned
  • Evaluation and improvement
    • We are reevaluating our policies, practices, protocols and organizational culture to identify areas for growth and improvement. We are also reviewing our operational manuals, making improvements and providing clarity – with special attention directed at situations that may result in the removal of passengers
  • Education
    • To enhance our annual diversity, equity and inclusion education series, The Power of Inclusion – Winning Together, we are launching new training for our team members that will move beyond education and focus on real-world situations to help recognize and address bias and discrimination and make the right decisions for our customers and colleagues

And there is more to be done:

But there is more to be done. Cedric Rockamore, our Chief Diversity Officer, will provide you with our comprehensive plan and the work we will be doing over both the near- and long-term.

CONCLUSION

American Airlines is understandably and justifiably taking the recent removal of eight black passengers seriously, telling employees that such conduct was unacceptable and that new oversight, education, and advisory groups will help to avoid repeat incidents.


> Read More: Lawsuit Claims Eight Unrelated Black Men Were Thrown Off American Airlines Flight After White Flight Attendant Complained About Body Odor


image: American Airlines

Get Daily Updates

Join our mailing list for a daily summary of posts! We never sell your info.

You have Successfully Subscribed!

Previous Article Review: Plaza Premium Lounge Toronto (YYZ – Terminal 3)
Next Article Toilet Paper Contest On Spirit Airlines

About Author

Matthew Klint

Matthew is an avid traveler who calls Los Angeles home. Each year he travels more than 200,000 miles by air and has visited more than 135 countries. Working both in the aviation industry and as a travel consultant, Matthew has been featured in major media outlets around the world and uses his Live and Let's Fly blog to share the latest news in the airline industry, commentary on frequent flyer programs, and detailed reports of his worldwide travel.

Related Posts

  • Airlines Penalize Solo Travelers

    Flying Solo? Your Ticket Might Cost 2.5X More Than Traveling With Companion

    May 30, 2025
  • American Airlines Pinky Lawsuit

    Midair Meltdown: American Airlines Passenger Grabs Flight Attendant, Drags Her Down Aisle

    May 30, 2025
  • American Airlines Meghan Markle

    Meghan Markle Defends American Airlines Flight Attendant After Captain’s Insult

    May 26, 2025

35 Comments

  1. Derek Reply
    June 19, 2024 at 7:12 am

    If it really was unacceptable, where are the public firings? Those FAs responsible for this should be shunned from the entire American workforce

    • Chi Hsuan Reply
      June 19, 2024 at 8:49 am

      Yeah lets just cancel them and delete them from employment. Let them move in with their parents or live on the streets.

      • Aaron Reply
        June 19, 2024 at 12:51 pm

        Isn’t that what happened with you?

        • Chi Hsuan Reply
          June 19, 2024 at 1:24 pm

          Nope, I don’t work in the service industry thank God. I’m happily employed but unlike our nasty friend Derek, I don’t believe people should be banned from employment.

          Furthermore, none of us know exactly what happened, we only know what makes it to Twitter and corporate press releases. Saying that anyone should be “shunned from the entire American workforce” is nothing but typical busybody Karen talk.

          • Aaron
            June 20, 2024 at 1:08 pm

            Sure, ok, if you say so…

      • Derek Reply
        June 19, 2024 at 2:24 pm

        AA admitted there was an incident of overt racism

        You think that is acceptable in corporate America?

        I’d say the exact same thing if it was the other way, and I have many times. I am 100% opposed to affirmative action

        • Chi Hsuan Reply
          June 19, 2024 at 2:32 pm

          I certainly hope that you get cancelled and shunned from the entire American workforce.

          • Derek
            June 19, 2024 at 6:35 pm

            why do I get the feeling you ar e not even in the work force, but are instead collecting welfare checks, Chi?

  2. Malik on Wall Street Reply
    June 19, 2024 at 7:31 am

    This is partially why I always dress up whenever I fly because of a similar incidents I talked about on here and on flyertalk. It’s just sickening that this is still happening in our country despite the progress we made since Jim Crow. As MLK Jr said, we’re supposed to be judged on the content of character, not by skin.

    • Alert Reply
      June 19, 2024 at 8:30 am

      @Malik … +1 . well said .

  3. Alert Reply
    June 19, 2024 at 8:27 am

    So , unethical rotten behaviour results in … wait for it … “Creation of an Advisory Group” , and refer the issue to a DEI program . Reads like the lawyer-prepared testimony of the Ivy League university presidents : ( legal mincing words ) .

    Nothing about changing unethical behaviour into ethical behaviour .

    Nothing about The Golden Rule . Nothing about The Ten Commandments . Nothing about our nation being founded under godly principles .

    • Aaron Reply
      June 19, 2024 at 12:53 pm

      You mean the separation of church and state?

      • Alert Reply
        June 19, 2024 at 1:12 pm

        @Aaron … With respect . The problem with separation of religion and state is the neglect of morality . I would rather have a moral religious person as a neighbor , than a secular person with unknown morality . The response by AA does not address the moral issue , and cleverly sidesteps an apology , so we cannot discern if they are sincere .

        A similar situation occurred when a group of orthodox Jewish people were traveling to Hungary for a funeral , and Lufthansa did not allow the group to connect at FRA .

        • Alert Reply
          June 19, 2024 at 1:29 pm

          @Aaron … because the Lufthansa incident had been recorded , each passenger received a settlement of $ 21,000. , inclusive of attorney class action fees . The offense of the many was that “some” of the pax did not wear a mask , and “some” prayed in the galley hallway area . All were denied by Lufthansa for the behaviour of the “some” .

          I expect that AA will be paying in excess of $ 21,000. to each of the pax in this matter , if AA settles . A sincere apology or mea culpa might have alleviated this .

          • Aaron
            June 20, 2024 at 1:13 pm

            A similar case but not the same.

            Also not sure what is has to do with the issue of separation of church and state…

        • Aaron Reply
          June 20, 2024 at 1:11 pm

          So your religion is the reason you keep making homophobic, racist, xenophobic, etc comments? The separation of church and state exists for a reason. Also there are many people who are secular in their life but are good people and many who are religious and not good people, and vice versa.

  4. 121Pilot Reply
    June 19, 2024 at 11:17 am

    This whole response is pretty much damage control 101.

    He says what happened violated their procedures. That means the employees responsible weren’t doing their job as has been laid out in American’s manuals.

    The problem with this form of damage control is that he’s basically admitting American is biased against African Americans.

    The proper solution would have been to have terminated the employees involved for violations of AA policy and racial discrimination. A quick and public firing along with a public pronouncement that AA does not tolerate discrimination in any form would have resolved the crisis.

    If I were an African American this whole response would make me less likely to fly AA. Especially because it seems like they haven’t held anyone accountable and a lot of his response is just feel good damage control nonsense.

    • Alert Reply
      June 19, 2024 at 11:39 am

      @121Pilot … +1 . Their whole response is an example of non-rational stupidity from in-house lawyers .

      Not even an Apology … merely an expression of “disappointment” .

  5. Moe Reply
    June 19, 2024 at 11:39 am

    While I believe that we should not discriminate against any race or religion, I believe that we should discriminate against those who show up smelly to the flight.

    Take a shower and change your clothes before a flight to show your sensitivity towards others.

    • Timothy Reply
      June 19, 2024 at 2:00 pm

      Exactly this.

    • Aaron Reply
      June 20, 2024 at 1:14 pm

      If it had been one passenger, then yeah, that tracks. But 8 people on the same flight?

  6. Tony N. Reply
    June 19, 2024 at 12:58 pm

    Are we still throwing the race card out in America in 2024?

    • Aaron Reply
      June 20, 2024 at 1:15 pm

      Considering how racism still exists in America in 2024…

  7. dee Reply
    June 19, 2024 at 2:12 pm

    If they or anyone smells of “stinkweed”–aka skunk> Its is very unpleasant and lasts a long time.. They should stay off the plane till the smell dissapates.

    • Matthew Klint Reply
      June 19, 2024 at 2:18 pm

      Yes, I consider it one of the most offensive smells and if one of the black dudes smelled like weed, he absolutely should have been thrown off.

      But not all of them – they were not even sitting near each other.

  8. Desertfox Reply
    June 19, 2024 at 6:35 pm

    How about instead of thousands of hours of more of these renewed training sessions that no one wants to attend (buts it’s easier than a regular work day and there’s free lunch) AA focus on MEI, not DEI… applying – Merit, excellence and intelligence in all aspects of business.
    They started these sessions on DEI and recognizing prejudice you might not be aware of over 5 years ago….why do they think more money spent on more lessons and bureaucracy is going to fix things?

    • Alert Reply
      June 19, 2024 at 6:57 pm

      @Desertfox … +1 . Because merit , excellence , and intelligence is the antithesis of DEI ?

      • Aaron Reply
        June 20, 2024 at 1:16 pm

        You really have no idea what DEI is all about. At all.

        • Chi Hsuan Reply
          June 20, 2024 at 2:09 pm

          Sure he does little Aaron. The purpose of DEI is to hire unqualified people based on their skin color, or gender, or sexual orientation over more qualified individuals lacking a grievance category. It is BY DEFINITION anti-meritocratic, anti-excellence, and malicious.

          But lets hear you gaslight us about how we are wrong. Go on, do it now.

          • Aaron
            June 20, 2024 at 2:16 pm

            Aw, the little right winger learned a new word, “gaslight”…is that the new conservative talking points strategy to discredit DEI? it sure sounds like it.

          • Chi Hsuan
            June 20, 2024 at 2:48 pm

            I don’t need to discredit DEI Little Aaron, it does that just fine on its own.

            And yes, gaslight, a form of lying, of which leftist cretins like you are experts and get triggered when people call them out, little Aaron.

  9. AndyS Reply
    June 20, 2024 at 1:07 am

    The blacks love to play the victim 100% of time.

  10. John A Reply
    June 20, 2024 at 10:17 am

    Strange that there is no video of this incident when videos exist of every outrage, semi-outrage and non-outrage in the U.S. I mean every single one. Except for this. Like I said, strange.

    • Aaron Reply
      June 20, 2024 at 2:14 pm

      Not true, there are many stories Matthew posts about that do not have videos (see the recent one about a child spitting on passengers as one example).

      • John A Reply
        June 20, 2024 at 4:22 pm

        I simply don’t believe it happened as it’s being reported. Too many people involved, too many witnesses who for some reason aren’t around. Something probably happened, but eight black men scattered around the aircraft being kicked off one by one? No way. I also believe the executive made this grand apology to shut up people who would take advantage. It doesn’t cost him a nickel and it beats having Al Sharpton setting up camp outside corporate headquarters. This whole thing doesn’t pass the smell test, if you’ll pardon the expression.

Leave a Reply

Cancel reply

Search

Hot Deals for May

Note: Please see my Advertiser Disclosure

Capital One Venture X Business Card
Earn 150,000 Miles Sign Up Bonus
Chase Sapphire Preferred® Card
Earn 100,000 Points
Capital One Venture X Rewards Credit Card
Capital One Venture X Rewards Credit Card
Earn 75,000 Miles!
Capital One Venture Rewards Credit Card
Capital One Venture Rewards Credit Card
Earn 75,000 Miles
Chase Ink Business Unlimited® Credit Card
Earn $750 Cash Back
The Business Platinum Card® from American Express
The Business Platinum Card® from American Express
Earn 120,000 Membership Reward® Points

Recent Posts

  • 2025 Trump travel ban countries list
    Trump Announces New Travel Ban Targeting 19 Nations (Full List) June 5, 2025
  • a bowl of food with a fork and a wooden spoon
    Delicious Superfood On British Airways June 5, 2025
  • United Airlines Spotify
    United Airlines + Spotify: A Mile-High Streaming Upgrade With Music, Podcasts, And Audiobooks June 5, 2025
  • a room with a large window overlooking a body of water
    Review: Hyatt Centric Victoria Harbour Hong Kong June 5, 2025

Categories

Popular Posts

  • Aegean Airlines Feast
    A Feast Fit For A King On Aegean Airlines May 23, 2025
  • Israel Flight Cancellations
    Major Carriers Extend Flight Cancellations To Israel: Here’s The List May 14, 2025
  • Chase Sapphire Lounge LGA
    Crazy Chase Sapphire Reserve Changes Floated May 11, 2025
  • Southwest Airlines Checked Bags
    Suicide: Southwest Airlines Eliminates Free Checked Baggage May 27, 2025

Archives

June 2025
M T W T F S S
 1
2345678
9101112131415
16171819202122
23242526272829
30  
« May    

As seen on:

facebook twitter instagram rss
Privacy Policy © Live and Let's Fly All Rights Reserved. Unauthorized use and/or duplication of this material without express and written permission from this site’s author and/or owner is strictly prohibited. Excerpts and links may be used, provided that full and clear credit is given to Live and Let's Fly with appropriate and specific directions to the original content.