The actions of our team member captured here do not appear to reflect patience or empathy, two values necessary for customer care. In short, we are disappointed by these actions. The American team member has been removed from duty while we immediately investigate this incident.
According to the airline's website, small strollers can be checked at the gate prior to boarding, although there is no written policy about strollers in overhead bins.
While the video on Facebook, which has been viewed over 1 million times since its initial posting on Friday, doesn’t show the removal of the baby carriage and the alleged physical harm caused to the woman, local media got more details from passengers onboard.
“The flight attendant wrestled the stroller away from the woman, who was sobbing, holding one baby with the second baby in a car seat on the ground next to her,” Olivia Morgan told Q13 Fox.
“He stormed by me with the stroller and I said something like, ‘What are you doing? You almost hit that baby!’ And he yelled at me to ‘stay out of it!’ just like he does in the video,” she said.