After a series of incidents related to alleged racial discrimination towards passengers, American Airlines CEO Robert Isom has announced his immediate plans to “rebuild trust” within the company.
In a letter addressed to employees, Isom acknowledged an “unacceptable incident” where eight Black male passengers were removed and then allowed back on an American Airlines flight in January. He emphasized that the incident contradicted the airline’s values and principles.
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Isom expressed deep disappointment over the event and the failure of procedures. He admitted to not meeting commitments and letting down customers in this instance.
Following a federal lawsuit filed by three Black men against American Airlines last month, Isom outlined steps the airline will take to enhance diversity and inclusion, including:
- Establishing an advisory group to improve the travel experience for Black customers,
- Enhancing the internal reporting process for discrimination or bias cases,
- Reviewing and improving policies, practices, and organizational culture to identify areas for growth,
- Training employees to recognize and address bias and discrimination.
Isom mentioned discussing concerns with Derrick Johnson, CEO of the NAACP, and reiterated that any form of discrimination is unacceptable within the company.
Derrick Johnson commended American Airlines for taking initial steps towards a more inclusive experience and expressed hope that this approach would set a positive example for other corporations facing similar challenges.
While American Airlines did not comment on potential employee consequences, representatives for the passengers involved did not respond to NPR’s request for comment.
Racial discrimination concerns have been an ongoing issue for American Airlines, leading the NAACP to issue a cautionary advisory in 2017, which was lifted in 2018 after the chairman’s commitment to intolerance of discrimination.
