Skift Take

It seems that passenger-crew altercations are happening more and more often these days. Luckily for American, its most recent kerfuffle hasn't completely gone out of control.

What to Know Now

Amid escalating tensions between airlines and passengers, another viral video surfaced this weekend of an American Airlines crew tussling with a passenger over a stroller — leading to the passenger’s eventual ejection.

Unlike the similar recent issue on United, however, people don’t seem to be filling the streets with torches and pitchforks. In part, that’s because American’s PR team got way out in front of the issue, engaging with media and passengers almost immediately after the incident. There’s also no doubt that the airline also learned from United’s missteps on its own journey through the PR washing machine.

If anything, events from the last few weeks only highlight how fragile the relationship is among airlines, employees, and customers. It may not be long until another incident boils over.


You aren’t allowed to take strollers on airplanes as they don’t fit into the overhead compartments or under the seats. Every parent I’ve ever seen just checks them in or gate-checks them.

OSUJillyBean @ Reddit


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Opinion: What We Hate About Airlines Actually Keeps Fares Low: In short — passengers benefit from overbooking and other policies that seem to hurt travelers, even if they do not know it. Read more at Skift


TSA Video Seeks to Reassure Transgender Travelers: The Transportation Security Administration (TSA) released a video on YouTube this Thursday that walks transgender travelers through the airport screening process and potential steps they can take if they become uncomfortable or a security alarm is triggered. Read more at Skift

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United Airlines President: Leaving New York’s JFK ‘Was the Wrong Decision’: In October 2015, United Airlines pulled out of New York JFK, moving all its flights from San Francisco and Los Angeles to Newark, where it has a hub. United’s public relations staff spent considerable effort spinning the move as a positive, promising “significant benefits” and an “overall higher-quality experience” for flyers. But a year and a half later, United’s new president, Scott Kirby, says moving the flights from JFK was a mistake. Read more at Skift


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Uber’s Growth Is Stalling Among U.S. Business Travelers: Uber’s huge expansion in corporate travel in the U.S. is trailing off, according to the latest data from expense technology company Certify, perhaps signaling that Uber will face new challenges in expanding its share of the business travel ground transportation market. Read more at Skift


How Extended Stay Hotels Are Pivoting Towards a New Generation of Travelers: Extended stay hotels are a particularly bright spot in an otherwise steady hotel industry, especially in the U.S. Read more at Skift

IHG Reveals Second Credit Card Data Breach Occurred in 2016: Last week, InterContinental Hotels Group (IHG) announced it had suffered a data breach at multiple IHG-branded franchise hotel locations in the U.S. and Puerto Rico during the period of September 29, 2016 to December 29, 2016. Read more at Skift

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Your Turn

For those of you who went to or who were interested in the science march, Amy Schellenbaum, the online director at Popular Science, has a good thread tweetspotting here.

Tips and Comments

Can be sent to gm[at]skift[dot]com or to @grantkmartin

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Photo credit: American Airlines had a widely reported incident between a passenger and a flight attendant recently that it handled better than United did in the previous week. American Airlines

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