American Airlines appears to have taken the lessons of Munoz’s failures to heart.

Whereas Munoz said this week ”there was never a consideration for firing an employee” regarding the incident, American said it had removed the crew member from duty.

“We have seen the video and have already started an investigation to obtain the facts,” American Airlines said on its website. “We are deeply sorry for the pain we have caused this passenger and her family and to any customers affected by the incident.” American said the woman and her family would be flown first class on another flight to finish their international trip. ”The actions of our team member captured here do not appear to reflect patience or empathy, two values necessary for customer care,” the airline said.

American Airlines did not specify the outcome for the passenger who tried to fight with the flight attendant. (If he wasn’t kicked off the plane as the incident played out, it’s somewhat remarkable considering the bar to get kicked off a plane is extremely low.)

In any case, few customers would suddenly believe that a US airline is ready to be a paragon of customer service. But they should take some solace that the carriers are finally, demonstrably worried about how they look in the public eye. Here is the full text of American’s comment on the incident aboard its flight:

Image for article titled American Airlines issues an apology of its own, and shows what it learned from United

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