Quotes from the news wire:
We want all of our customers to have a safe, positive travel experience with us and we are deeply troubled by any allegation of misconduct onboard our aircraft or at any of our facilities. Our crew contacted law enforcement, who met the aircraft upon arrival at New York’s John F. Kennedy International Airport. As this is still an ongoing investigation, you will have to contact the FBI or the U.S. attorney for the Eastern District of New York for any additional details on their investigation, our corporate security team will always provide any investigative assistance we can to federal, state and/or local law enforcement, as we want those who commit crimes on our aircraft to be held accountable for their actions.
We should have followed up immediately afterward with Ms. Lane to assure her how seriously we were taking her claims. It is important to note that the way we work with our customers after an incident like Ms. Lane’s has changed over the past few months, if this incident happened today, Ms. Lane would have received a call from our customer relations team making sure that we were providing her with thebest possible care during this difficult time. We’re continually focused on improving our customers’ experience and this is a positive change we have made in the last few months.
Out of the 200,000 flights American will operate in December, only a few hundred are currently unassigned to pilots. That number of open flights continues to decrease thanks to our pilots who are stepping up to the plate and picking up trips to ensure customers are taken care of, it’s another example of why we are thankful to have such an incredible team.
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