American Airlines employees getting training to de-escalate conflicts
Arguments, fights and meltdowns have been a part of commercial airline service for decades, but airborne conflicts have become viral internet sensations in the last few years, now that nearly every flier is armed with a smartphone and access to social media. “It has changed the dynamics of what happens in our planes and at our gate areas,” said Suzanne Boda, an American Airlines senior VP. For that reason, the carrier is requiring all flight attendants and employees who deal with customers to take training on how to de-escalate conflicts with passengers. That applies to about 65,000 American Airlines employees. The addition of such training had been discussed at the airline for months but became a priority after an incident in April when a feud broke out between a flight attendant and a passenger over a baby stroller. <br/>
https://portal.staralliance.com/cms/news/hot-topics/2018-01-08/oneworld/american-airlines-employees-getting-training-to-de-escalate-conflicts
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American Airlines employees getting training to de-escalate conflicts
Arguments, fights and meltdowns have been a part of commercial airline service for decades, but airborne conflicts have become viral internet sensations in the last few years, now that nearly every flier is armed with a smartphone and access to social media. “It has changed the dynamics of what happens in our planes and at our gate areas,” said Suzanne Boda, an American Airlines senior VP. For that reason, the carrier is requiring all flight attendants and employees who deal with customers to take training on how to de-escalate conflicts with passengers. That applies to about 65,000 American Airlines employees. The addition of such training had been discussed at the airline for months but became a priority after an incident in April when a feud broke out between a flight attendant and a passenger over a baby stroller. <br/>
