An American Airlines passenger wasn’t allowed to board his flight from Austin to New York JFK because he was filming a gate agent that he thought was rude. The agent didn’t like him filming and called for a supervisor, who refused to allow him to take the flight. They deemed filming employees to violate the airline’s rules – though these are secret rules which do not appear published anywhere that customers can see them.
Police were called, the officer confirmed the passenger wasn’t breaking the law, but they still weren’t allowed to board.
Apparently the dispute began when the passenger tried to bring two bags onto the plane that the gate agent deemed carry-ons (rather than the allowable carry on bag and personal item).
- According to the passenger, the agent asked them to consolidate into one bag.
- The passenger did so, but then the bag was deemed too large to be allowed on board and they were asked to check it.
- That’s when the frustrated passenger filmed the agent, who objected.
They told the police officer they’re willing to gate check the bag, they just want to fly, and were filming so they could identify the agent they wanted to submit a complaint to the airline about. The passenger offered to delete the video if they’d be allowed to fly. However they were refused boarding, refused rebooking, and told they could request a refund.
Meanwhile, another passenger kneeling by the bag sizer at the gate says that the agent pushed her.
@liranhirschkorn @American Airlines will kick you off a flight without explanation. Ive taken 100s of flights in the last few years and never had an flying with delta. Please share. #americanairlines #kickedoffmyflight ♬ original sound – Liran Hirschkorn
Filming in public is not illegal, and there is no FAA or Department of Transportation against filming inside an airport or on board an aircraft. Filming is even permitted at TSA security checkpoints provided “the screening process is not interfered with or sensitive information is not revealed.”
However American Airlines adopted a policy in 2014 to prohibit photography of employees, they published it at the time only in their on board American Way magazine. They don’t have signage anywhere telling passengers this, and it doesn’t appear in their Contract of Carriage or on their website. The magazine that used to have this policy was eliminated two years ago.
Is a secret policy, than runs against common cultural practice where people film things with their phone at will (and even tag the airline in social media daily without being told they’ve violated any rule), even a policy at all?
Moreover, the right to film is important. David Dao would never have gotten justice after having been dragged off of a United Express flight and bloodied if there hadn’t been video of the incident. United itself initially defended Chicago Aviation Police and apologized to other passengers that they’d been inconvenienced by Dao’s behavior.
It is certainly understandable that employees don’t like to be filmed doing their jobs. They’re in public spaces, dealing with members of the public, but most people doing the filming wouldn’t like it if the roles were reversed! Still, enforcing a policy that customers aren’t on notice about seems… problematic.
(HT: Off The Beaten Points)
Filming in public broadly is legal, but filming a specific person requires that person’s permission. It is harassment if the person you are filming does not consent. I am a Harvard Law educated attorney retired from a top ranked firm in NYC.
AA is just a bunch of Cry Babies.
@Alison, this is the very argument provided by police departments the world over. You’re horribly wrong, regardless of your credentials or experience.
If you work with the public you should expect to be filmed. Don’t like it? Amazon warehouses are hiring and they don’t allow phones at work.
I’m perfectly okay with this. I was flying on KLM the other day and they actually have a rule against filming or photographing without permission. I’m honestly tired of everyone who feels the need to record every negative interaction they have in public. We only see what the person recording the video wants us to see. Put down the smartphones and just be respectful.
AA is VERY out of line for this. Filming in public is LEGAL and does not require anyone’s approval.
This is a winnable lawsuit. Idiotic behavior by AA violating peoples rights.
Kyle, what does respect mean to you?
I’m glad this happened. Frankly I hate the current state where everyone pulls out a phone to film any possible event. Grow up people. There should be more crackdowns on this type of behavior. It is intrusive and rude (even if technically legal) to film people without their consent and, as the attorney posted above, it is actually illegal in certain situations.
Beyond filming I’m impressed they actually stopped someone from boarding with more than the allowed carry ons. Now if we get that company wide and also if all flight attendants stop people from shoving their bags into First or Main Cabin Extra reserved spaces as the make their way back to the last row by the toilet we will have progress.
Alison, our resident wanna-be-lawyer….
He’s a douchebag. If you don’t believe you are being treated fairly he could’ve requested a supervisor come speak with him or he could have just looked at her name bar and made a post on Twitter to AA. There are any number of ways to voice your displeasure without trying to shame someone with a video you post online. Of course his video would have no context with his interaction with her, just his biased opinion.
Some TX based AA Gate agents are on a power trip beyond belief. They think they are part of the Biden clan and thus untouchable.
Do you job in a respectful, correct manner and no video of any kind is ever going to be an issue for you.
If you are not doing anything wrong then you should have no concerns about being filmed. Everywhere you go you are being filmed…especially in an airport.
Notably, in the recent, highly-publicized encounter where the retired Puerto Rican LEO was told he could not rent from Hertz at MSY without a passport, the Hertz agent told him more than once that because he was filming, corporate was going to ban him from renting with them for life.
My understanding is that (1) Hertz has not banned him from renting with them for life, but (2) Hertz has not confirmed or denied the existence of this policy to the media. I’ve not seen any evidence of this policy in my rental agreements with Hertz or on its website, but my search was not exhaustive.
If he had recorded the interaction and sent it to Hertz corporate but not shared it with the public, would he have been banned from Hertz? No one from Hertz PR has said anything on this. It does seem obvious that the only reason Hertz agreed that he was mistreated was because he had the video evidence.
Ultimately, firms can generally choose to serve—and not serve—whom they want, unless it would run afoul of another statutory barrier (such as anti-discrimination law). However, one does have to wonder sometimes if the reason why these firms ban filming is not because it makes their employees more comfortable but because they don’t want to be held accountable for their employees’ actions.
Alison is wrong. While my law degree isn’t from Harvard, I regularly litigate complex civil and commercial disputes in state and federal court. There is simply no legitimate or reasonable expectation of privacy in a public airport, so no laws were violated. And since the “rule” is not part of the contract of carriage, there is no contractual violation either. You have to have fair notice of a rule before it can be enforced. If it were a law, or a contractual term at issue, there would arguably be fair notice. But that’s not the case here.
Corporates are the new dictators if regular horrible behaviour stories from USA are any indication
I would get a lawyer. AA and their insurance company will settle.
@Alison: I’m sure you’re many things, including (after a very quick Google search) confidently and absolutely incorrect. You can film a specific person without their consent in public, as simply being in public affords no reasonable expectation of privacy. And to think I didn’t even go to Harvard!
Should have went to Yale.
People are idiots. People with phones are even worse idiots. Good on AA for the pushback on this jerk.
Last time I checked, American Airlines was a business, a private entity, not a government program. You have no right to demand that AA does anything for you. You have no “right” to fly on any airline. If a customer is just more trouble than they are worth, screw them, go pound sand. Act up, treat others around you like crap, fine. Enjoy your walk to New York.
Private businesses have the right to deny service to anyone (except for some specific circumstances, eg discrimination against a protected class). Being an asshole does not entitle you to protected-class status. No shoes, no shirt, no common sense, no basic behavioral standards….no service, see ya!
When people act up and act out, they should be quickly and routinely banned from any business. Our society has become a cesspool filled with entitled, bratty, morons. Cellphones, and the expectation that any encounter you may video can “go viral” and somehow benefit you, has not helped.
FAFO. Kudos, American Airlines, please ban more idiots.
@Alison: Filming a specific person is legal. Where it becomes illegal is if you use that film for commercial purposes without permission.
I’ve always been skeptical of people who brag about going to Harvard.
It is not illegal to film people who are in public spaces. What makes it illegal is using it for commercial purposes.
There are some exceptions in some states for some things. E.g. recording under someone’s skirt.
There is expectation of privacy in public. So you don’t need permission to record someone.
How many security cameras are around there?
Bad on you AA.
As a gate agent, film me and you’re not flying.
Posting these videos puts us in danger of retribution from passengers who feel the need to take their aggression out on someone. All airlines have this rule as many employees have been assaulted.
So video at your peril. I do not consent to being video taped while I do my job. Would you like me to come video you as you work?
Only I have the power to get you thrown off your flight. Like it or lump it.
Everyone films everything all the time. I cannot stand people that try to board with all sorts of extra bags. I check bags every time I fly unless it is just a day trip. I have been checking bags for over 25 years. Only once in all my millions of flight miles, years of non-rev travel, and many years of Executive Platinum on AA have I had a bag missing. This happened on Lufthansa in Munich 20 years ago. Sorry end of rant.
So my point is, I am on the side of the agent when it comes to extra bags when boarding. But what she did was absurd and as it has been stated it is not illegal to film unless it will be used for commercial purposes and at that point you would need consent. This really pisses me off and I hope the traveler does not let it go. This is a complete abuse of power from the agent. Completely ABSURD!
Half of the Harvard people never even made it to the Harvard cafeteria…. Not that I would care…
Alison doesn’t understand basic 101 constitutional law taught to high schoolers. Her statement is easily debunked – does the Hollywood paparazzi get “permission” when they chase celebrities around with cameras?
My experience: I’m a malpractice attorney (MD/JD) . I am also on the board of directors of my local ACLU chapter
@Dick Bupkiss, I couldn’t have said it any better.
@Gate Agent
“Posting these videos puts us in danger of retribution from passengers who feel the need to take their aggression out on someone. All airlines have this rule as many employees have been assaulted.”
I’m confused:
How does being filmed increase the likelihood of you being assaulted while on the job?
Is the idea that someone is going to see a video, weeks later run into you, say “hey, that’s the person from that video” and assault you? Or is it something else?
Addressing Alison’s comment, wherein she states “Filming in public broadly is legal, but filming a specific person requires that person’s permission. It is harassment if the person you are filming does not consent. I am a Harvard Law educated attorney retired from a top ranked firm in NYC.”.
I am not trying to cast any doubts on her claim of being a Harvard Law educated attorney; I am not trying to cast any doubts on her interpretation of one or more laws, but with this degree of certainty, I’m sure she could and would be happy to provide cites to the actual law(s) she is relying on.
So, by request, can you provide the cite(s)?
Even if she can produce that, it does not necessarily mean that she is right, and not producing it does not mean she is wrong; but I would think that without a cite to the actual law, her case might be difficult to support in court, if it came to that.
Things i learned this week
Aluson should get a refund on her Harvard tuition.
Gate Agent is on a power trip
Filming and berating someone making a private conversation on their phone is okay if you don’t like their topic.
Posting a picture and complaining about someone viewing porn because you looked over their shoulder is okay.
Dick is still one.
Gotta love this place
@Gate Agent: You wrote, “Only I have the power to get you thrown off your flight. Like it or lump it.”
Since you are the only person with the power to exclude a person from a flight, must the airline captain contact you for your permission before they remove a person from their flight? Were you the gate agent that authorized the removal of United Airlines Express passenger Dr. David Dao in 2017?
@Dick Bupkiss – actually in US airlines can’t just ban you. They generally must carry passengers as requirement to get certificate to operate. They can ban in certain incidents. However they can’t ban just because you didn’t comply with a policy that doesn’t appear to exist. Even if it did at point was filming they weren’t on private AA property . This is why it is more common to close a FF account instead of banning a passenger.
@Gate Agent:
> As a gate agent, film me and you’re not flying.
Posting these videos puts us in danger of retribution from passengers who feel the need to take their aggression out on someone. All airlines have this rule as many employees have been assaulted.
>So video at your peril. I do not consent to being video taped while I do my job. Would you like me to come video you as you work?
It doesn’t matter one iota if you consent to being videoed–you’re in public, you have no protection.
And you’re not going to suffer **passenger** retaliation from those videos being out there. You might suffer job-related consequences if you misbehave, though–the camera keeps people honest. You’re basically admitting you’re the problem.
@Gate_Agent if you are so fearful that someone filming you might subject you to violence you might want to consider finding a new job were you can provide uninspired, lousy, rude service without fear of being recorded doing so.
People have gone to filming things because if they don’t their complaints are often dismissed in a “he said, she said” scenario. I don’t blame people one bit for catching bad actors red-handed. Again, in public locations, like at an airport or on an airplane, you have NO expectation of privacy.
Macho bully tried to teach two demure airline employees a good lesson. He was gonna film them, whether they liked it or not. That’ll teach em.
But who actually ended up getting taught a lessons? Only the out-of-line bully! (That is, of course, if he’s even capable of learning from his mistakes, which is doubtfull)
Hurray for AA. One less rude bully on AA flights. I’m a happy camper.
Would you record and film the police? Well, the airlines have turned into the police. Interact with them and talk with them as little as possible. Take this advice: Anything you do or say (with the airlines, and the police) may be used against you.
The flight Captain has no time for this B.S. He’s too busy programming the flight. So if you are squabbling and disagreeing with a gate agent, Good Luck.
Alison is incorrect. But where you can film and can’t is a complex question. Other posters have used the term public, presumably to describe the area where the recording is taking place. They’re assuming an airport is a public space. But it ain’t necessarily so.
For example PDX takes the position, not tested in court, that recording is permissible in the areas they control but not necessarily in gate areas, which are leased to the airlines. Those areas the airlines sets their own rules.
You’d think that would be the end of it but not so. Nothing prevents AA from asking you to stop making a video recording but it would be up to a judge to decide whether AA had the right to do so. Even if they ruled you could it’s not clear that AA wouldn’t be able to ban you from flying anyway. That would be a whole separate cause of action.
The question of whether a party, such as the owner or leasee of a space can control or restrict filming or other kinds of behavior is very complex but a core feature is the nature of the space. I’m fairly certain AA would have a very difficult time preventing someone from filming their staff on the street. They’d have a pretty simple time from preventing it in their corporate headquarters. When their employees are walking down the corridor of a terminal? At the gate area? On the jetway? In the plane? Not easy to say until it’s been tested in court and probably tested a number of times in various jurisdictions (which might result in different restrictions depending where you are).
The only way to know for sure it to make a case out of it. Even then you won’t really know for sure until what you’re doing, in that place, at that time and in that way is adjudicated or until there’s a law guaranteeing your right to take pictures or make video recordings.
Alison needs to brush up on her studies.
I would most certainly film the police in those jurisdictions that have passed statutes that specifically allow it. Anywhere else I’d check the case law first.
@gate Agent
You wrote….
“As a gate agent, film me and you’re not flying.
Only I have the power to get you thrown off your flight. Like it or lump it.”
Its not up to you whether someone films you or not. It’s up to the government. They get to decide because we live in a nation of law where everyone has to abide by the rules and can’t just make up whatever ones they want.
As for having the power to throw someone off the flight for engaging in a lawful activity, you are correct that as of today you are often able to do that. But you have just become exhibit 1 for why their needs to be legislation that spells out what is, and is not permitted.
As for you recording other people at work I would ask whether you feel it should be prohibited to record policeman when they are working in public places? How about if you see them committing a crime, such as taking a bribe? Or sleeping on the job? Or murdering someone? I’d like to hope you would think that making a video would be allowed. In the public interest as it were because that’s the issue here. What is and is not permissible is always a balancing act between competing interests. I’m sure the cop doesn’t want to be photographed forbidding it would be bad for the public.
As for whether a customer has the right to photograph an airline employee, or anyone else doing their job, the same yardstick should apply however given how stridently you seem to disagree and the likelihood that many others in your profession take the same position it clearly time for the government to step in and set some rules. To that end I’ll be forwarding your post to the appropriate authorities with the recommendation that they consider doing so.
Thanks for letting us know where you stand.
Most airports have cameras perhaps this particular incident did get recorded
A clearer and published rules should be made available in todays world as almost every one carries a cell phone
@Steve – Thanks for the explanation!
Since AA either owns or lease the aircraft, am I correct to understand they would have the right to forbid filming/Recording since you’re no longer in public and on their property?
Your example of PDX is very informative. While I understand it hasn’t been tested in court, could an argument be made that the airline leases the gate podiums, chairs, and Jet Bridge, but not the entire terminal? If they argued they did lease the terminal, wouldn’t that mean all other vendors then would need to pay that airline rent directly and not the airport authority to be true?
I have no idea. There has been a ton of litigation over what makes a public space. I’m not an expert but there are experts who could at least sketch out an argument and offer an opinion.
I’m not sure the logic courts use. May start by trying to understand the balance of property rights (I don’t want you taking pictures in my living room) vs public interest, the benefit gained by restricting where people can take pictures. So for example there was street in SLC that the Church of Latter Day Saints was allowed to buy from the City. Does that give the Church as the new owner the right to forbid making videos there? What about a parking lot? Could the owner forbid someone who’s car was damaged an employee who was parking a car there from taking pictures if they damaged their car?
Airplanes are public conveyance. They are not a private office building that is restricted to employees. There is a public good that comes from requiring that the public be allowed to take pictures or videos. Perhaps something happens that might indicate the plane is unsafe. Perhaps an employee of the airlines acts in a manner that is unsafe or even appears to be illegal. There are all kinds of legitimate reasons that recording what goes on in an airplane is in the public good.
I’d imagine the airline would argue that whatever that doesn’t justify infringing on their right (if it exists) for forbid the activity. Other than interfering with the crew I’m not sure what that might be but I’m sure they’d come up with a list and prior cases to support their position.
Whatever the outcome or outcomes since it likely would take a number of test cases to converge on an outline of a solution the current situation is unhealthy in my opinion. I feel that documenting is healthy. I think using the fact that one is documenting as a weapon is not. We already have a very good model with regard to the police. We could start with that.
As far as PDX when I discussed this with counsel for the Port (who owns the airport) their position is that I had the right to photograph or video anything from anywhere that was not leased to an airline (I didn’t talk to them about other lessees). So if I wanted to stand outside the gate area and video an airline employee they had not problem with that. Nothing prevents them from banning me anyway but the police would be instructed that I was within my rights and wouldn’t prevent me from doing so.
So the really interesting thing would be if a court held I was within my right to take photographs, whether from outside or inside the leased space but an airline banned me regardless. Can they do that? One view is a business can refuse to do business with anyone (except for discrimination against a protected class). Photographers are not a protected class. But an airline is not a grocery store. They are a public conveyance and in some cases the only public conveyance providing air service to or from a given destination operating under a license from the government for a limited resource (landing slots for example). That’s were the difference lies and why a court might feel that they give up their right to fully control the behavior on their private property. This is the case with malls and such where there has been litigation over the line between private and public. Turns out there is an area in the middle where it isn’t entirely up to the owner to decide what is allowed.
I think the same applies here. But it’s not up to me and so far I don’t know of anyone who’s brought a test case but given what airlines and their employees feel I think its time.
The passenger could have easily wrote down the agents name and dealt with submitting a complaint when he got home. No one likes a camera or phone in their face so of course it’s going to escalate. He said she was “rude” so is every other person these days sadly that’s common these days. So don’t be a part of that. He wanted to teach them a lesson but it backfired. Than tried negotiating at the end let me on the flight and I’ll delete this video. Too late.
If you are belligerent and uncooperative before boarding it’s a good bet the other passengers and crew should not risk being locked in a tube with you at 30k feet.
There is no need for a specific rule against filming. The general idea is that if you can’t behave civilly on the ground then you shouldn’t be airborne.
Gary, excellent thought-provoking article. The underlying issues warrant additional main-stream media attention and future discussion.
Unfortunately, documenting an interaction is sometimes the only safeguard passengers have. After reading the comments of “Gate Agent” here, I am even stronger on this position. If AA wants to prohibit pictures/video, document it on aa.com and post it at the gates.
If any Gate Agent is conducting themselves in a professional manner, within published and available policies and guidelines, they should have no qualms about being recorded. In fact, they should welcome it.
Boonie and Catherine T are on opposite sides of the issue but both make good points.
Boonie’s statement about putting a camera in someone’s face is dead on. Someone doing that isn’t trying to make a record of what happened but rather trying to change what’s happening. That’s appropriate where life or limb is at stake, for example if someone is beating another to possibly to death, but otherwise the camera isn’t a weapon.
@Politeness Pays:
> Macho bully tried to teach two demure airline employees a good lesson. He was gonna film them, whether they liked it or not. That’ll teach em.
> But who actually ended up getting taught a lessons? Only the out-of-line bully! (That is, of course, if he’s even capable of learning from his mistakes, which is doubtfull)
We know the passenger ended up not flying. We don’t know how this will resolve in the end. Don’t assume not flying is the end of the story.
Take my picture I don’t care just give me 5$ lol
He filmed an employee without their permission, to make a complaint, but the employee was doing their job, since this passenger was obviously trying to trick the system
It seems that Allison became a police officer after her (as she claims) Harvard graduation because she has no understanding of the actual law and couldn’t actually be an attorney. This is especially true at the filming took place in Austin Texas which is both a single party consent state, and a state where you can legally film people with very few exceptions (one being you can’t film and broadcast their “intimate parts”, talking about physical body parts). It’s not “harassment” to film someone you’re talking with, especially if you think they’re being malicious, in Texas. Maybe in her communist city of NY, but I highly doubt it as I used to work there and did photography there and it’s perfectly legal to photograph random individuals as much as you want, and NY (as well as the city) is a single party consent state as well. (Though again, this didn’t even take place there). Allison sounds like a horrible cop too
@Loren
Would you take the same position if someone was videoing a person trying to rob someone? What about an adult beating a child? An airline employee berating a customer?
You seem to be taking sides rather than thinking through the issue of when a property owner/lessee should be able to prohibit photography and when should not.
As if I, or anyone else for that matter, needs yet another reason to avoid AA as a carrier. They’ve clearly proven the entire company are comprised of whiney, snowflakes who believe they are above accountabilty.
Sue. Plain and simple. And make sure you personally sue the gate agent for violating your constitutional rights. It will teach other gate agents a valuable lesson.
Yes it’s clearly written in the brochure in the seat pocket that filming airline employees is prohibited. AA is not the only carrier with this rule, United and Delta prohibit filming of employees as well. Stop the entitlement, and stop videotaping people without their consent.
@Biscuit Bunny – no, it is not written on materials in the seat pocket on American Airlines.
Nice American Airlines! Will keep this in mind when choosing whom to fly in the future.
One time I asked a question to american airlines gate agent and she was rude so I asked to see a manager and the manager said the gate agent told her I took a picture of her. I never took a picture of her but now it makes sense. She was trying to get me kicked off the flight.
Even if the policy IS in the written materials in the seat pocket how would a passenger at the gate be aware of it? Smells like BS.
Key West says laughably to sue. For what? AA does not have to do business with you! You have no constitutional right to be on their planes. The whole lot of the comments are funny as they are so misinformed. Article should point out you have no entitlement to be on THEIR plane if they decide otherwise as long as it’s not based on color, et. al.
@Key West no one violated anyone’s constitutional rights. The constitution dictates what the government can and cannot do. American Airlines is not the government.
although I don’t agree with most corporate stances companies make, I respect every business including airlines right to do business with or without whom ever they want. the consumer now a days seem to forget that. they think just because they have money every business should allow them to purchase the goods being sold. I still believe in the right to refuse service to whomever a business wants, as long as it isn’t discriminating against someone. bag size is not discrimination. person might have had better luck by not being so confrontational
Not so say is a safety issue. Recording someone without their permition just because.you are upset with the rules. Nobody would like to be recorded at their work place or.private property. They were no in public, they were recording someone in private property. What a way to manipulate the facts this article.
@Ana – “They were no in public, they were recording someone in private property”
No, they were on public property. At a shared gate, not even an exclusive-use gate. And where is American’s policy against this published anyway..?
Gary – good job. Picked up by MSN.
https://www.msn.com/en-us/travel/news/american-airlines-has-a-secret-rule-passengers-wont-like/ar-AA1cI1tx
Harvard owes Alison a refund for the poor legal education received.
We have about a thousand rules that are also not published anywhere for the public to read. The point of this dispute is it’s our airline and our plane. If we say you cannot fly with us, that’s our prerogative.
Our vast experience has taught us that if someone is a problem on the ground they will likely be a problem in flight. Problems in flight usually escalate quickly and often cause disservice to other passengers and sometimes outright danger to everyone onboard.
Unfortunately, giving a little bit of power to low level, low wage employees, is putting the general public at risk of not only receiving bad service with a bad attitude, but also having that little bit of power being overabused, and therefore having totally normal people being bullied, mistreated, and direspected, by these low level employees.
Enraged passengers are not enraged for no reason. They become enraged because they are being treated badly for no reason.
While the passenger had one too many bag, he actually agreed to consolidate them and gate check the luggage.
Although the passenger complied, the gate agent still denied him boarding !!!
So he did not get to see his kids because the abusive gate agent decided so. Gate agents should not be given that type of power
I swear these airlines need to make people start watching YouTube videos or something when they purchase their tickets so they know proper etiquette.
Carry on rules.
Rules about putting your bags above your seat only.
Not putting your seat back until the first meal is served and picked up, or when the plane gets to cruising altitude and the seatbelt sign comes off.
Not dressing like you are going shopping at Walmart.
Simple things that used to be common sense.
@FF; Best Analysis of what’s been written so far, and I AGREE w/ it!
I can’t even begin to recall every incident in the last 25+ years that were I’ve also encountered this attitude of ‘alleged authority run amuck’ by ‘low level’ employees too!
It’s a huge problem and Corporate America just doesn’t get it on that score!
In fact, I’ve literally lost thousands over those years B/C of this exact same problem; plus, hardly no [Company Employee] one wants to be held accountable and responsible any longer in the Business world and we the customers suffer unjustly [all of the time!] for this type of ‘low level Employee’ harassment!!!
Further IF you choose to escalate this to the ‘low level’ management team to get satisfaction, 99% of the time you just get crappe? upon again!!!
And also, please don’t forget ‘Corporations’ are chartered [authorized] by state or federal govern-ment (s) to serve the Publics needs by provid-ing goods and services at large, within their own respective jurisdictions, etc…
So then, ‘Corporate America’ has every Legal, Public and Moral Incentive to ‘do it right,’ but they don’t
Conclusion? Potentially every ‘low level’ Employee now-a-days who’s been given just a ‘smidgen of authority’ is really been given a CYA [‘Pass’] at all costs, so then you look good and the customers look bad; and you’ve now preserved your Job another day, and you can just do it again to another person – customer too!
Oh, and by the way; after C-19, and the way AA treated infants, toddlers and their respective parents by kicking them off of the flights w/ out Refunds B/C they couldn’t wear a Mask 100% of the time, utterly disappointed and disgusted me; which ‘threw me off’ of the potential customer list for AA for life! As I’ve ‘banished them to the trash heap of FAILED Airlines’ long ago now…!!! -jbm
P.S.; great job Reporting this for us Gary Leff!
It’s not a secret. You are not allowed to film AA employees. Do so at your peril.
Oh my. It’s just like when you’re calling and talk with someone and ur m you’re obviously bothering them, any customer service number to a business, and when they don’t want to help they start yelling for you to STOP YELLING when your voice hasn’t changed,, than that aggravates me and I tell I can show you what yelling is like. Rudeness and laziness is today’s culture. The SUPERVISOR looked like she was going out,, so not surprising. Hope they get sued big time. Law is law, doesn’t matter what u like, follow the law
How about you follow the rules and we wouldn’t need to record anyone? How did we get here? Because fhe first rule was broken. You can only have ONE carry on bag. Period. If the bag needed to be checked after consolidating the two bags so be it. This constant “I’m going to record you and post to social media is juvenile at best. Grow up and follow the initial rule. Carry the appropriate size bag onto the aircraft.
Another entitled ahole trying to get his extra and oversized bags on the plane, then getting pissy with the agent and taking videos of them to try to shame them with false information. Then having their friend write this article about it and this stupid”secret policy” BS. Y’all are a bunch of losers.
A David Dao sympathizer? Dao was asked to leave the plane and didn’t comply. He pretended to not know English. Not sure if United being sued and giving him a million bucks so he can take a taxi 4 hours home is “justice.”
Not really a secret rule. It’s called “not a government company and therefore can decide who they want to fly on their planes for any reason they want”
The denial is not about legal or illegal. Airlines have complete authority over who they serve, period. Per FAA rules, the captain of a particular flight has the final say over who boards that flight, and 99% of the time we follow the recommendations of our crew and gate agents. These are complex decisions, guided by airline policy which does not have to be publicly disclosed.
@ M.J. Alverson: You wrote, “We have about a thousand rules that are also not published anywhere for the public to read. The point of this dispute is it’s our airline and our plane. If we say you cannot fly with us, that’s our prerogative.”
Thank you for admitting that your airline has approximately one thousand secret rules not publicized anywhere for the public to read. Secret policies at American Airlines and other airlines are problematic. I would not want our group travel halted and passengers stranded halfway to a destination because anybody in my group disobeyed your airline’s secret policy number 269, 623, or 942. For the benefit of the traveling public, please publish the first one-hundred secret policies here to help readers of View From The Wing stay in complete compliance with your rules.
It is simple! AA continues to provide a horrible service to its by rude, uneducated, and unprofessional employees. If they improve their customer service, they would end up with less problematic situations. AA stop blaming your passengers and start holding your employees accountable for their poor performance. Passengers, if you are not satisfied with the airline service they provided you, then stop bringing the money to them. Let them pay for their own expenses until they beg/cry to the government for financial assistance. Politicians, please stop breastfeeding this horrible companies! Let them feel the consequences of their poor choices and that way they will fix themselves.
This thread is really weird. I’m not confused by the fact that commenters OVERLOOK the passenger BREAKING airline rules to begin with BUT by the sheer level of entitlement said commenters have. If you don’t like it, fly another airline. How hard is that? Notice the passenger offered to delete the video when things started to go down hill. Hilarious. #FlySpirit ; )
I don’t get it. Someone is out in the open, CLEARLY multiple people can see and hear what is happening. They all have their own perspective and interpretation. They can tell others, whether verbally or in writing what they saw. The objects of the scene have no control over such telling, other than threat of slander or liable if untrue. But if one of the eyes and ears happen to be a camera, which by definition is truthful and accurate about what happened, ensuring an accurate retelling (barring AI or other manipulation), then THAT is deemed to have cross a line?
Sorry, AA, explain how that makes sense. Would you rather customers tell their own story, from recollection, from their viewpoint, with no opportunity for the other side?
And what if several other passengers happened to take out their phones and recorded the interaction? Would they all be denied boarding too? How would it be determined whether someone so denied boarding had in fact recorded what happened? Does the gate agent have sole discretion and power to deny boarding to whomever he/she/they want, with no recourse by the passenger?
Sorry, hard no. If the agent has a problem with their interactions with your customers being recorded, they should ensure that those interactions are in accordance with how they should treat your customers, both legally and by company policy.
Take the Bus if you don’t like the rules. So many people think there entitled to do what ever they want and treat CSAs any way they want because they bought a ticket. How about AA put HD cameras at every gate and film everyone so we get the whole story. I work at an airport and some times go up to the terminal or the jetway watching people board and deplane I’ve seen so many rude inconsiderate nasty people. All the airlines should share all this data and ban these people from EVER flying again.
So you’re not being allowed on a plane because your bag violates the carryon size limit, but you think your attempt at EXTORTION will help your case. “I’ll erase the video if you let me on.” Let us know how that worked out for you.
Generally, you can film or record anyone in a public place, except where there is a reasonable expectation of privacy, say a public bathroom. But a private business can restrict filming to protect their employees privacy at work. So AA can restrict filming in a gate area.
Ban filming by everyone and let the airport authority put cameras in for security. I’m tired of being filmed by wanna be paparazzi. All airline rules must be published for easy access if it’s not then it’s not a rule. Make the rules universal at all airports to avoid confusion. Never argue with a gate agent the more you protest the harder they dig in their heels. One set of rules across the board. Oh and if you film me without my permission I will sue you without your permission
Thanks for informing me. Since American Airlines is abusing their authority to defraud passengers out of a personal item and carry-on and arbitrarily denying passengers boarding, my company will cease booking employees on American.
The policeman should have arrested the American Airlines employees who participated in the theft.
I stopped flying decades ago when airlines forgot about customer service.
Just another example of a tik tocker INSTAGATING where there was no problem, all for the sake of views. This is a sorry excuse for a world we live in these days.
There is a lot of missing context here, and that’s a big reason to objecting to being filmed or photographed. Most would only start filming once they feel they’ve been “wronged”. So the entire context of the events leading up to the situation are missing.
My biggest problem with this account of the incident is the part about filming so they could identify the agent. Huh? They agent should have been wearing a name tag. Even if not, there are ways to identify the agent in a complaint. “Agent X at Austin working gate Y Tuesday at 5pm”.
There’s only one reason to be filming: to post it and hope it goes viral so you can tell your friends “that video got 200,000 views”.
And “secret rule”? That’s just clickbait, folks. It’s no secret–it’s right there on the “Conditions of Carriage” page: “We may not let you fly (temporarily or permanently) for any reason, including if you: Are uncooperative, abusive, harassing, or show the potential to be while on board”.
“For any reason”.
How do I contact someone at American Airlines corporate security office? I had the same issue with an agent at the Charlotte, NC airport.
All gate agents should start their body cameras and post up the behavior of these amazing passengers… post up the video and THEIR names to the public- show their employers, family and friends their “kind and respectful” behavior…I mean turn about IS fair play! Some Passengers just think rules don’t apply to them only the “other” passengers – they get embarrassed when they are told otherwise- this is when they want to pull out tgeir camers and act like they are the innocent…
I used to run one of the busiest locations in the country for a major rental-car company, and I’m with Gate Agent: Film me or one of my employees, and you are 100% not getting a car.
Not because it’s illegal or against policy, but because it’s f***ing rude. Think about it this way: Customer service agents absolutely have the power to help you or make an exception if they want to. A little kindness and understanding goes a long way. Even when the agent is clearly in the wrong, you still have a better chance of a positive resolution if you keep your cool. I’ve seen it time and time again—nice people get the best customer service, in every industry.
By contrast, the fastest way to ensure that you won’t get what you want is by taking out your phone and hitting “record.” No one wants to go the extra mile for a customer who threatens to destroy their livelihood and reputation over an inconvenience. A much more effective reaction would be to smile and say something like, “It’s ok, I understand. I’m sure it’s tough having to enforce all these policies. What do you recommend as an alternative?” in a kind tone of voice. Nine times out of 10, they’re so thankful to have someone be sympathetic and nice to them for a change that they’ll figure out a solution for you. Bonus points for leaving a positive review/survey when they do!
As the adage goes, you catch more flies with honey than you do with vinegar. Just my two cents.
To the individuals who call these front line employees “low level”, your showing your true colors.
Front line employees don’t make the rules they have to enforce them. The passenger clearly violated the rules.
I am a front line employee who often get berated by people because I have to apply those rules.
Also as a front line employee I realize I am extremely important to the image of my employee. Someone has to do it because people like you who think of us as “ low level employees” are not going to, but it needs to be done.
Please note I am not a fan of AA but rules are rules.
This turd obviously didn’t want to get home very bad !!! Just wanted to start sh** AND you would think with all the trouble that people have been making on flights and getting kicked off, this bozo would shut his yap !!
Airlines are not public transportation. They are private companies. Filming airline personnel is strictly against their rules. It’s their plane. They can deny transportation to anyone they see fit.
I Think everyone is missing the real issue. This customer didn’t want to follow the rules .Was given a possible solution but was mad when still asked to follow the rules. why not check your back if too big .or why not check your carryon if you had two .cause you are a jerk !
First of all, this is not a criminal or constitutional issue, as AA is a private company.
That being said: when you purchase an airline ticket, you enter into a contract with the airline to provide you carriage in exchange for compensation. There are many reasons that either party can cancel this arrangement, but they should be clearly defined and available at the point of purchase – either in their terms of service or directly on the purchase page – so that you know what you’re getting. That’s how contracts work. Further complicating things is that there are FAA regulations that apply to part 121 common carriers which dictate how they must operate their business. I’m not a lawyer and am not as familiar with part 121, but it might be worth looking into.
What everyone seems to be missing is that this happens at an airport in the US. By and large, in the US, airports, especially international one, are MUNICIPAL institutions, not private corporations. That means they are GOVERNMENT property. Further, airlines are in a HIGHLY REGULATED industry, there are statutes and regulations related to air transport at almost every level of government from the Feds down. Denying passage to a confirmed ticket holder who has checked in timely can only be done in accordance with the statues and regulations AND the contract of carriage. If the “rule” is “secret” then it is not a “rule” and the airline will likely face some form of consequences (beyond a flat refund) imposed either by a regulatory agency, a judge, an arbitrator, or otherwise. The US doesn’t allow “secret” laws, they have to be published in an accessible manner for the public to be familiar with. This includes rules that corporations impose on their customers. When dealing with wholly private transactions between private parties the non-secret rules are the CONTRACT between the parties, and judges are VERY GOOD at reading, interpreting, and ENFORCING those contracts. Contract law in the US doesn’t permit for secret contract terms, if both parties weren’t aware of the rule at the time the contract was made because one party hid the rule IT IS NOT A RULE FOR THAT CONTRACT! The US is a nation of LAWS and no one, not the former president and not AA, is above the law.
Gary, I’m onboard and American Airlines flight right now, and the inflight entertainment information card says
“ The use of still and video cameras, film or digital is permitted only for recording of personal events. Two -way pagers, radios, TV sets, remote controls, commercial TV cameras, smartphone projectors and personal humidifiers may not be used at any time during a flight. Please refrain from using any voice or audio recording or transmission while on an American aircraft. Unauthorized photography or video recording of airline personnel, other customers, aircraft equipment or procedures is prohibited”
Therefore, your statement that it is not found onboard is incorrect. Now I’m not sure where else it is posted, but it is clearly written.
Really? He was filming?
Who uses a film camera, anymore…especially in a situation that should appear to be spontaneous?
The “rules of filming” non-government airline agents are different than the 1st Amendment social warriors think. Most airlines forbid recording with their PRIVATE agents, while allowing people to record events that only involve their party/selves. Should a lawsuit be filed, it’s unlikely to succeed based on the ToC of said airline
I am just getting to death with everyone having to turn everything into a negative situation, such as what this man has done!!! Some people just like to be jerks & cause trouble then of course, feel they have to record it!!! It may not have been illegal BUT, if it IS a rule or policy of the airline & you don’t like it, DON’T FLY ON THEIR AIRLINE!!!
Certain companies DO have their own policies, DEAL WITH IT & learn to respect rules & rights to privacy of their employees!!! GROW UP & STOP BEING A JERK, THINGS LIKE THIS MAY NOT HAPPEN!!!
@BiscuitBunny ummm, if you’d bother to even take the broucher out & actually read it, you’d SEE that YES, that is INDEED published as one of American Airlines rules!!!
And…to all you other sue happy people on here, if you don’t like following rules then go live in some other country where you THINK they’ll let you do whatever you want with no consequences!!!
There are rules for a reason, follow them or don’t use the particular company!!!
It seems like the airline employees were the jerks. The passenger did as they asked and it wasn’t acceptable. He even offered yo delete the video if he was allowed to fly!
No, he was the jerk with his tone, demeanor & attitude!!! He didn’t want to follow rules & policy so I’m glad he was denied his flight with them!!! All he had to do was STOP FILMING the FIRST time he was told & maybe he would have made his flight to see his kids!!! Nope, ALL HIS own fault.
You should film anything you feel that’s happening to you GOOD OR BAD. this incidents was not necessary to film
On another topic
Living in America under a dark brown skin tone means you could be falsely accused of a crime you didn’t commit. I say film away ppl!!!!!
You can’t stop ppl from doing anything in this life go or bad.
I think a rule against filming is stupid and counter-productive, however, it sounds like the passenger was being a jerk before that. If his 2nd bag was indeed too large to be a personal item and he did indeed refuse to pay the bag fee for it and started recording the agent and making a scene instead, then he should be have been denied boarding. Not because of violating the alleged filming rule, but because he was being a jerk who didn’t think the rules applied to him and thinks he has a right to abuse customer service agents who are just doing their job. If they don’t think the rules apply to them at the gate, they probably won’t on the plane, either.
Of course, if the gate agent was just making up that the bag didn’t fit as an excuse to charge a fee and/or assert their ‘power,’ as has recently been a problem on certain other airliners, that’s another matter. The fact that he offered to delete the video and gate check the bag only after the police showed up doesn’t seem to support this as likely being the case, though. In general, if the police have to show up to get someone to calm down (in a case other than that of a gate agent being a wannabe tyrant,) then that passenger should not be flying.
@Rich Lewis Here we go with the whiny race card being played
Customer Service? AA should training their employees. Look customer service from Southwest Airlines! I have watched many videos from internet.
@Jp Farnsworth: When you say “Ban filming by everyone”, are you suggesting that the ban only apply within the airport itself, or are you OK with people filming you away from the airport? Because on public property (city streets, sidewalks, parks,…), anyone can photo/record anyone or anything they can see. Unfortunately, airports are also public property (owned by cities), so can’t ban recording.
As for you suing someone, well, you can try, but you’ll lose. How is recording your actions grounds for a lawsuit? Just because you don’t like it? By that logic, you could try to sue someone for just watching you, listening to you, SEEING YOU. See how silly that is?
You say you’re “tired of being filmed by wanna be paparazzi”; really? Do random people record you with their phones often enough for you to be “tired” of it? Maybe ask yourself what it is you’re doing that so many want to record you doing it.
How about passengers STOP being A**HOLES!!! Entitles bunch of toddlers!!!!
Allison. Your a Harvard educated attorney and don’t know the law?
Wow. Harvard failed you.
It amazes me reading all these comments about filming in public, people don’t realize airports are a NONPUBLIC forum. This was stated by SCOTUS in 1992. So all of you that think recording in an airport is legal, YOU ARE WRONG!!
The fact that we take a job in a company and we are obligated to enforce the rules, it doesn’t mean we also rented the body to be part of filming. It is not in the company contract “not allowed to film” , but also it is not on the employee contract exposure to use the employee face to be filmed. It’s rude, disrespectful. Film the owner.
Airlines are paying gate agents a portion of the baggage fees they generate from doing this at the gate. Filming is not included if the carriage of travel and while a high school educated gate agent can stop you from flying, they can’t stop you from using the video as evidence in your case. As for Allison, the Harvard person… Didn’t Harvard stop using actual intelligence criteria and start admitting anyone who is a whack job liberal?
Would AA still exist if Gov’t didn’t bail them out?
You Americans will do anything to sue somebody you kind of make me sick.
I never had a problem with American Airlines, and they really helped me out on missed connections. The dudes bad attitude may have created this incident after consolidating his bags. Kudos for not allowing him to travel on that flight for filming.
Harvard would like to speak with Allison about having their Law Degree back….
This guy was lame, trying to go viral. Typical millenial cry baby, cancel culturist. Wipe my butt or it’s bad service.. What gate was that again? Gotta stop by next time I’m in town, that mamacita was hot & she messed him all up. Lol crushed his dreams.
The airline can refuse to board this passenger if for one moment his filming interferes with the agent’s job.
To the other question about filming in public. Texas is not one of the states that requires two party consent when parties are engaged regardless if in public. California is one that does
1) David Dao didn’t get justice. He rode a wave of public outrage combining poor airline policies wirh general contempt for airlines to a large cash settlement. But he also refused to leave someone’s property, caught the police, and got hurt as a result of his own actions.
2) If I were the passenger, I would demand IDB compensation.
This is just another example of somebody who can’t follow the rules and gets upset when someone calls them out on it. You had two bags that you tried to carry on. I see people do this all the time and wish the gate attendant would stop them. I sure you do this all the time, but this time you actually got called out on it. You had so much stuff in those two bags that when consolidated in the one bag it didn’t meet the requirements of a carry-on. So now you’re going to videotape the gate personnel so that you can make a point, because you were caught, and being confronted for breaking the rules in your fragile mind means someone was rude. The only reason you’re videotaping it is so that you can get something out of it, you say as much in your video. I’m gonna get an apology and a bunch of miles. That’s what you’re looking for. That’s why you’re videotaping for no other reason if it was really about filing a complaint, you would ask for the person’s name and contact American Airlines you don’t need a video to do that.
Most of these filmers are out for themselves, a rebate, credit, a free bag CK at the gate. Everyone thinks if they b____ they’ll get freebies. They need more to life than filming only their world. Just be a considerate human being to these people that work with the public & that put up with way more crap than you even know! I find common courtesy like please and thank you goes a long ways!
Have a great day, film more happy people, babies cute animals! EJ
“I am a Harvard Law educated attorney retired from a top ranked firm in NYC.”
LOL Alison, you’re full of cr_p. Name dropping the school, the city you “worked” in, and the alleged “ranking” of your made-up firm is trying WAY too hard to convince people you’re real. If you want to be more convincing next time, just note that you’re a former lawyer.
The American Airline was completely wrong and had an ego issue. When someone is taking your picture you are scared or feel offended unless you know them. In this case the lady forgot that she is an employee and she does not control the whole airline. The traveller should ask or the airline is supposed to pay for the time and discomfort caused by the stupid employee to the traveller.
@Jess Leave your damn political views at the door!!!
@Jeff Prove her wrong then smarta$$!!!
So here it is, IN PRINT, directly from American Airlines website, for all you loudmouths who THINK they know all:
*******************************
American Airlines Has a Controversial Policy
In many cases, this has been a positive that has led to real change — but American Airlines does not want people filming or shooting pictures of its employees. If you violate that policy, you can be denied permission to board or kicked off your flight.
*******************************
So before all you Monday morning quarterback, smart$$es start talking your $hit, do some simple research before opening your mouths!!!
The jerk passenger was the one in the wrong here NOT the airline or it’s employees!!!
it is indeed written that filming or taking a picture of an airline employee is prohibited. it’s on the entertainment guide
@EJ THANK YOU for telling it like it truly is, you’re absolutely right!!!
@RobT THANK YOU!!! You’re absolutely right!!!
@KD. No truer words been spoken!!! THANK you!!!
@Kent Hoover
@Dave M
Can either of you prove she’s NOT a lawyer from Harvard smarta$$es???
@Glenn Tomney I may be an American BUT, I couldn’t agreewith you more!!!
We do seem to have a VERY “sue happy” society here who think they can sue anytime for any reason & the problem is…our damn judicial system here kiss their damn a$$es & allow it & most of the time, they get their way!!!
If you are of frequent flyer status with them then YOU KNOW the rules. Sounds to me, you planned this to 1- get your 3 minutes of fame, 2- get tik tok money or whatever you get from views, & 3- get FREE miles as you stated or free ticket or whatever your plan is. You’re whiny voice is annoying & your “oh I won’t get to see my kids tonight ” ploy is pathetic.
Where do you work- what do you do. Let me & another thousand people come to your work & harass you & tell you how to do their job, (everday).
Quit with your games, board as you should with correct luggage, put your camera away, close your mouth, quit playing the victim. Sad,your kids have a father like this that can’t simply follow rules.
Dr Dao justice? That’s a joke. It only started recording after the fact he volunteered to come off and broke the law by running back down to the aircraft after he was no longer ticketed on the flight. His license to practice was revoked years prior for soliciting sexual favors in return for drugs. AA has been had this policy and FAA states you can’t film airline employees while performing their job functions. Bravo to the supervisor for standing their ground and backing up their agents.
The passenger was an entitled, whiny turd. Ban him FOR LIFE.
It is all about the “narratives” this actions of freewilling citizens can create…counties go to war over “narratives” alone…
I’m a gate agent. I’m very flexible with the rules, and always try to please customers as much as possible. You bring two carry-ons, you check one. You don’t want it, you don’t fly. You film me, you don’t board. I blacklist you. You become unruly, I’ll get you dragged by the cops. Behave. It’s easy.
Cathy White where did you get that, because it wasn’t from American Airline’s website. That was a copy and paste from The Street.com (https://www.thestreet.com/travel/american-airlines-has-a-secret-rule-passengers-wont-like).
If you read the post from this site and also read what The Street had you’d know that American does not have the policy anywhere at any airport, not on their Contract of Carriage, or their website.
In fact, it was only published on their in-flight magazine back in 1014 and they discontinued it’s use two years ago. They have no proof anywhere that it is a current policy.
THANK youCortney!!!
THANK you @Jack Besa I couldn’t agree more!!!
THANK you @ Israel Gomez, I couldn’t agree more !!!
THANK you Juan Perez, FINALLY a word from an actual gate agent who would definitely know!!! I agree 100% with you!!!
Ummm YES @Carlos Nazario, it WAS DIRECTLY on American Airlines website!!! Go look yourself!!! Apparently you didn’t read the entire policy & just want to believe some unabiding site!!!
@Cathy White, no it’s not in their Conditions of Carriage. You obviously have not read it.
https://www.aa.com/i18n/customer-service/support/conditions-of-carriage.jsp
Is Cathy a nickname for Karen?
You did nothing wrong with recording this interaction. I don’t like being recorded myself but understand it’s a person’s legal right to do it in public. I am glad we have that option now. Most businesses believe employees over customers especially if management is involved. Now recordings can provide proof.
I encourage everyone to start recording and posting on social media AA employees whether or not you are flying AA. And frankly, after this, why would anyone fly AA?
@Noway Lose oh great another $h*t disturber
@Daniel logas. It may be a “legal” right BUT, it is AGAINST American Airlines rules & policy, which IS documented on their website. If someone hasn’t done anything wrong themselves, what is even the need to record ANYTHING!!! The only reason people are doing this anymore is so they can stir $h*t & try to get as much out of the other person/company (ie; freebies, payoffs, etc.) as they can!!!
@JS SCREW YOU!!! This is DIRECTLY off American Airlines website jerk!!!
*****************************
American Airlines does not want people filming or shooting pictures of its employees. If you violate that policy, you can be denied permission to board or kicked off your flight.
3 days ago
The gate agent was offending other passengers as well! One other passenger said she pushed her and several were complaining and backing up the gentleman recording the video. The gate agent was on a power trip and should be fired. A policy isn’t a policy, well, if it isn’t a policy!
This guy is a Delta Diamond frequent flyer too. Could he have simply written the name down? Yes. However by doing this, it has went viral and started a more widespread discussion which is way more valuable. Him not flying on that flight wasn’t that big of a deal to him. He still got home that night a few hours delayed.
The argument that the gate agent could be assaulted later as a result of the recording is simply ridiculous. Show me proof that this happens or has ever happened. The video is the only way he can properly document the situation. Good thing too because other passengers were upset at the same gate agent. She is obviously the problem. If she would’ve been reasonable then he would’ve stopped recording and never have posted this either. Maybe she will think twice next time. If she doesn’t like being recorded, then she sure as heck doesn’t like being in a viral video where most people think she is in the wrong.
Airlines have been going downhill and this is just another example. He never said he wouldn’t check his bag either, so the “too may bags” argument is not valid. He did consolidate and then that was a problem. The video recording should have nothing to do with it at all. Plus you could have a hidden camera and they would never know the wiser. It was only when she realized he was recording her and got resentful did she fight back with not letting him board the flight. I also guarantee plenty of people record in that area and catch her on video and she never goes and tells people to stop.
He has no *right* to fly with them, but they sold him a ticket and he was following the posted rules and regulations. Then their refusal is discriminatory based on an employee’s personal feelings about an individual passenger. He bought a ticket that they sold him promising service. This service was refused with no policy or rule. That is wrong.
@Record Everything. All you $h*t disturbers need to stop!!! You all feel so entitled & it’s making me sick!!! Abide by the rules or don’t fly with them, simple as that!!! No need to record everything & make a big deal out of it!!!
Seriously, get a REAL life people!!!
@Cathy White. are you real? are you serious? could you be polite and show good manners?
Obviously the agent was on a serious ego trip as there are other ways to deal with that sort of situation. She was obviously not being threatened. The supervisor did a poor job and both did certainly certainly no favor to American Airlines behaving that way.
Getting evidences is appropriate in case of conflicts. That for many reasons. Even if only to review the situation later when things are not so intense anymore.
Your comments are so one sided as if everyone would use technology in these situations to abuse or extort. You just see what you want to see. Feel free to insult me too if you think it may help.
@Erick Whatever you’re ALL just being flat out ridiculous!!!
mmmh so “Cathy” is actually some kind of so called AI generated chat…
@Erick NO, I just know right from wrong & know how to abide by rules, policies & laws!!!
I know how to conduct myself correctly as to not make a big issue out of something so trivial.
If there is a dispute about who said what, the video will provide the proof. The company would always say “Our gate agents would never say that.” And unless you can give them the name, and provide video, there is no way to prove different.
Princess cruuse lines burned me on a tour I signed up for, but later they maintained I never signed up for it, and I couldn’t remember the name of the agent, nor did I have a picture to prove it. ALWAYS TAKE A PICTURE OF THE AGENT, AND WRITE DOWN THEIR NAMES. SO YOU CAN TELL IT IN COURT.
Bravo AA!
People have gone Batshit crazy since the ” pandemic “. Ill disregard for rules, laws and respect in Faucet of life.
Throw out cell phones!
@Harmon Everett Yes, I would agree about writing down the name but sorry ♀️ I just don’t see the significance of taking their picture. Everyone has their right to privacy. I know I sure wouldn’t want someone I don’t know taking my picture.
People are just too video happy anymore, it’s like, if someone merely looks at you wrong people feel they’re being wronged & think they have to video or take your picture, usually to make a quick buck off you in court somehow.
lol I see we found ourselves our very own lazy airline employee who doesn’t want to be held accountable
Just got off 2 flights last week, one international and one domestic. It is bewildering to me that so many passengers haul large, heavy “carry on” bags that are either to bulky or heavy to go in the overhead bins easily. This slows down boarding and deplaning for everyone on board. Just check the damned bag already! I know you have to pick up your bags, but think of someone other than yourself for once.
@cathywhite
I think we identified the offending gate agent. Thanks for identifying yourself
People who don’t want to be filmed ought not to work for airlines. AA should just tell their employees that they might be filmed at anytime and make it a condition of employment. Just like workers at retail stores and banks are filmed by their employers by cctv.
Alison should have saved her 250K and used google instead. Of maybe she attended the Harvard Hotel!
I’m tired of people who try to bring too much stuff on the plane. And I don’t listen to the ridiculous one off “horror” stories of lost check bags. I’ve checked my bags all my life and have had very few issues. I’m not an AA fan but I’m all for refusing boarding to people who bring way too much stuff to the gate.
Look, at the end of the day whether you are right or wrong this is not your airline. Every where you go in this world businesses and organizations has rules and policies that you must follow. Even you have your own personal established rules in your household that other people will have to follow if you invite them over. I’m sure if people cannot follow the rules and policies you have put in your place then they will have to leave and go somewhere else, right? It’s the same way with American Airlines. If you don’t like their rules, policies, or customer service then go somewhere else. It’s just that simple. That’s just the way it is so get over it.
If these employees were being courteous in their conversations with passengers, what’s the harm in being filmed? Some airline employees are very abrupt and uncaring about thèir responses and, I believe they are the ones who resent being filmed. What has happened to respect to our fellow man? It no longer exists as it once did.
is it not striking that most comments supporting the behavior of the agent at the gate are from frustrated people? while I totally share that frustration regarding customers bringing way too much carry on I certainly do not support tyranny and power abuse based on obvious personal feelings coming from any employee. Not only in the airline industry.
A lot of comments seem just off topic to me. Very personal reactions based on personal experiences and frustration. Not to mention the many poor amalgams I can read above. Sorry.
Now while AA may be in their right to ban videotaping or photographing in their planes I very much doubt they are in their right to do so at the US airports if they do not own them.
Being treated fairly is common sense. Should be at least.
If the carry on luggage is an issue and existing rules can help solving that issue then applying the rules to all is fine. Using them specifically and only for some is not. Further, in case of conflicts, preventing well behaving people to gather, at the gate not in the plane, necessary evidences, especially under fallacious reasons, is even less fine if there is no violation of any public and well documented law (like in Europe where you actually should ask for consent before photographing or videotaping).
As a side note I fly AA frequently. I happen to take pictures at times (mostly during the pandemic when international flights were pretty much empty). I do not hide when taking picture. On AA I was never ever even made aware that I should not take pictures. Not so on some European Airlines flights where I was quite systematically reminded of the rule 😉
@Step THANK you I couldn’t agree more!!!
@TD No, someone who was just doing her job!!!
@Drue THANK you people have just gotten so rude anymore, they don’t care about anyone else but themselves!!!
@JRS Screw you!!! And NO, I am NOT the gate agent!!!
@Aaron And people just need to stop being jacka$$es about following rules & do as they’re told & they won’t have a problem!!!
@Abishai No, people just need to stop being a$$holes about following rules & do as they’re told!!!
You tell me @Linda Sloane, what DID happen to the days of everyone getting along? And, the days of people doing as they’re told withOUT throwing an entitled attitude & grabbing their cell phones to videotape when they don’t get their way???
@LeDerrick Alford THANK you VERY well said!!!
THANK you @Henry I totally agree!!!
First of all, to the “attorney” from a NYC law firm… You are slightly correct about filming an individual… Unless said individual is performing a public service or servicing the public in a manner that constitutes no guarantee of privacy. As far as AA goes… They are garbage, flight attendants are on a covid fueled power trip that convinced them that they are more than waiter/waitresses that fly. We tend to forget that in fact they are a customer service industry. They should be held to higher standards. I’m an engineer with a major defense contractor and we refuse to utilize AA because of the laundry list of unprofessional problems we have had with the staff.
wish more airlines check the sizes and quantities of carry on bags, The guy in the video looks like a wise ass to start with.
“@JS SCREW YOU!!! This is DIRECTLY off American Airlines website jerk!!!
*****************************
American Airlines does not want people filming or shooting pictures of its employees. If you violate that policy, you can be denied permission to board or kicked off your flight.
3 days ago”
Yeah, no, it isn’t, Karen. Provide the link, as I did.
@JS DO your OWN research moron, like I did!!! All you have to do is type in:
http://www.americanairlines.com/filming policy then read, duhhhhh very simple!!!
This wouldn’t be a story if Mr. Bin Hog hadn’t try to sneak in two “carry-ons” (suitcases) into the cabin. We all know who’s the a** in this story.
THANK you @Gladys Kravitz
You’re absolutely right!!!
Couldn’t have said it any better myself!!!
I totally agree @Jack Allison
Rules are rules, your being a Karen to get attention.. put the camera away and be an adult… Please don’t cave in to this behavior AA .
AA is under no obligation to show you any documentation of assaulted staff from passengers taking video, however there is a plethora of it over the years, some cases still in court.
I know I’m one of them, and a passenger returned next day to assault me. So F$@k off.
It’s a rule on many airlines and I’d you don’t like it fly another airline, no one at AA wants you there with your entitlement.
THANK you @gate Agent
I don’t know about you but, I’ve just about had enough of all the “entitled” attitude from these idiots out there!!!
I hope you weren’t injured too badly by that jerk who assaulted you & I hope you got him good in court!!! Stay safe out there.
THANK you @Jim, my sentiments exactly!!!
Flying is a privilege and not your right. With that said, airlines can stop you from boarding at any point without explanation given. You can get your money back. End of story. No need to be an attorney to understand this simple setup.
@Vjeko THANK you very well said!!!
How quick all these “Customers Service Agents” were to hide or show the reverse sides of their identification badges – If all were performing to company specifications, where’s the beef ? And not every passenger who presents has carry-on luggage ? Are they allowed to single out particular customers and inconvenience or make example of them ?
@ROBERT WALDRON RULES ARE RULES!!! They are meant for EVERYONE not just a select few!!! It’s very simple, abide by their rules or find another airline to fly on!!! Oh & no employees turned around or turned their badges around!!!
@ROBERT WALDRON: thanks for your moderate and sensical comment which is obviously very much to the point.
This thread, being flooded by such weird and, of course, extremely loud and, at times, very uncivilized assertions, acts like a reminder that we are going through times where the power of alternate reality is the real threat.
In this case I have no doubt that the introduction of fully automated gates in a very near future will eliminate a lot of troubles and ensure fair handling of passengers. Same rules for all with no personal ressentiment and vindication.
The agent was just doing her job. This man was belligerent and harassing, and in my opinion disrespectful of the police officer.
@M.Craig THANK you I couldn’t agreemore!!!
Filming is not an unlimited right. The airport and airplanes are private property. They can and sometimes limite recording.
Despite 1a Frauditors saying it, it isn’t allowed by the 1st Amendment. Time, place and manner. They can be TRESPASSED and subject to arrest if they do not comply.
It has gotten so bad when everyone thinks they are a YouTube/Instagram star and have to show everyone how they have been so wronged, without showing the ENTIRE story. Same with those who think every public space is their phone booth.
@Wolfie52 AMEN to that!!! THANK you my sentiments exactly!!!
Kathy white is the ultimate KAReN!! Wow! 86 comments here. Talk about spam, should have been banned.
Oh $CREW YOU!!!