The video shows a woman crying holding a baby and a member of the flight crew looking out from the flight deck. The woman was crying reportedly because the American Airlines employee took her stroller. The person who posted the video said the employee "violently" took the stroller, hitting her and narrowly missing her baby.
One passenger on the DFW-bound flight is seen standing and demanding the name of the employee.
A man in American Airlines uniform comes on the plane and while speaking to a member of the flight crew a male passenger stands up to the employee saying "Hey bud, you do that to me and I'll knock you flat."
The American employee shouts back pointing at the man, "You stay out of this."
A flight attendant showed the passenger back to his seat saying that it was an "accident."
The woman travelling with the children was booked on the next flight to DFW in first class.
American Airlines immediately responded releasing the following statement at 10:30 p.m. Friday:
We have seen the video and have already started an investigation to obtain the facts. What we see on this video does not reflect our values or how we care for our customers. We are deeply sorry for the pain we have caused this passenger and her family and to any other customers affected by the incident. We are making sure all of her family's needs are being met while she is in our care. After electing to take another flight, we are taking special care of her and her family and upgrading them to first class for the remainder of their international trip.
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.