In a recent incident, American Airlines has put several employees on leave after a group of Black passengers were removed from a flight in Phoenix allegedly due to a complaint about body odor. American CEO Robert Isom expressed his disappointment and called the incident unacceptable.

Isom acknowledged the incident in a note to the airline's staff, stating that it contradicts their values and highlights a breakdown in procedures. He emphasized that American Airlines fell short of its commitments and failed its customers in this particular incident.

The incident, which took place in January, resulted in a lawsuit filed by three Black passengers against the airline, claiming racial discrimination. They alleged that they were asked to leave the plane based on a complaint made by a white male flight attendant, regarding an unidentified passenger's body odor. Interestingly, the three passengers did not know each other and were seated separately while waiting for the flight to depart for New York.

Additional complaints were made by the three passengers, as they demanded an explanation for their removal during a confrontation with airline personnel in the jet bridge. At least one of the men recorded the discussion, capturing an airline employee seemingly agreeing with the discrimination claims, as documented in their lawsuit.

After a delay of approximately one hour, the affected passengers were eventually allowed back on the plane. The airline has not disclosed the number of employees put on leave or their job titles. However, an airline spokesperson stated that those involved will be held accountable, including the removal of team members from service.

In response to this incident, American Airlines plans to establish an advisory group focused on the experience of Black customers. The group's objective will be to promote reporting of discrimination allegations and enhance diversity training to address bias and discrimination in real-world situations.

Robert Isom also mentioned that he has been in communication with the president of the NAACP regarding the incident. However, the civil rights group has not yet responded to requests for comment.

It is worth noting that American Airlines has previously faced allegations of discrimination. In 2017, the NAACP warned Black travelers about flying with the airline due to reported incidents of discrimination by its employees. American Airlines responded with a promise to make changes, and after nearly nine months, the NAACP lifted the travel advisory.

American Airlines aims to learn from this incident and take actionable steps to prevent similar incidents in the future. The focus will be on fostering a culture that respects diversity and ensures an inclusive experience for all passengers.