A new survey shows that more than two dozen American Airlines flights were suspended due to passenger behavior, with the company’s executive vice president for customer service admitting the airline “cannot take a risk” with its “entirely focused on customer service.”
The survey, by The Flight Lab, surveyed passengers who had booked and checked on American Airlines flight 557 from Atlanta to New York.
“I am concerned about how these disruptions have impacted our business, our employees, our customers, and our employees’ safety,” executive vice President for Customer Service Jennifer Baca said in a statement.
Baca admitted the airline has “no control over what passengers do” when they arrive on an airplane, and that the company has not “fully recovered” from the incident.
“We need to do everything we can to prevent this from happening again,” Baca continued.
In response to the findings, the company announced the suspensions of seven of its Southwest Airlines flights, and the cancellation of another seven flights.
The company is also reportedly in the process of revoking American Airlines’ airline business and flight status.
“In our effort to be safe and comfortable for our customers and employees, we have had to take additional measures, including suspension and revocation of all flights, which is a process that continues to be ongoing,” Bada said.
“These measures are not effective in preventing future disruptions to our customers.
American Airlines is committed to making the safest airline experience possible.”
Read more The airline said it has taken the steps outlined in the survey, including the suspension of two flights that were scheduled for next month’s trip from Atlanta, and is “working with our airlines and law enforcement authorities to make sure that this never happens again.”
Baca defended the company in an interview with CNNMoney, saying the company “is doing what it can to help our customers get through these difficult times.”
“We want to be as responsible as we can be to our people, and to be able to be in our homes safely and we’re doing everything we possibly can to make that happen,” Banda said.
The survey also found that American Airlines had a “very high rate of customer complaints” in 2017.
Of the 1,084 passengers surveyed, American Airlines reported that more people were complaining about the company than any other airline in the US.
American also had a higher rate of employee complaints than any airline.
“It is a business,” Bia said of the company, adding that the airline’s safety has been a priority since the “disruptions of 2017.”