United is getting renewed attention-and not in a good way. This week, a passenger on a Southwest Airlines flight was escorted off the plane. The situation is quite different: she is allergic to animals, and two dogs were on the flight. She complained but didn't provide documentation and refused to deplane.
Video shows a rough scene, with two police officers and passengers encouraging her to walk, and the woman saying that she can't.
Nothing about the incident appears on Southwest's otherwise active Twitter feed or its website. But the airline did submit statements to Business Insider:
"Our policy states that a Customer (without a medical certificate) may be denied boarding if they report a life-threatening allergic reaction and cannot travel safely with an animal onboard."
"Our Flight Crew made repeated attempts to explain the situation to the Customer, however, she refused to deplane and law enforcement became involved."
The airline later apologized:
"We are disheartened by the way this situation unfolded and the Customer's removal by local law enforcement officers. We publicly offer our apologies to this Customer for her experience, and we will be contacting her directly to address her concerns.
"Southwest Airlines was built on Customer Service, and it is always our goal for all Customers to have a positive experience."
Yet the woman is facing multiple charges, including disorderly conduct, disturbing the peace, and resisting arrest.
- How well did Southwest address the situation?
- As the woman is walking/being dragged down the aisle, she says, "I'm a professor." Does this help or hurt her case?