I agree that strollers are to be checked as luggage but if she is a first time flyer she may not have known this. Irregardless how did she get it past the checkin attendant and the greeting attendant at the plane’s door? Sounds like a string of failures on AA’s part climaxed with atrocious customer relations skills to rectify the situation.
>>I agree that strollers are to be checked as luggage but if she is a first time flyer she may not have known this. Irregardless how did she get it past the checkin attendant and the greeting attendant at the plane’s door? Sounds like a string of failures on AA’s part climaxed with atrocious customer relations skills to rectify the situation.
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It is an echo of what REALLY went wrong on the UA flight. In that case, if they were going to make room (for whatever reason which is a separate discussion), they should have made those provisions BEFORE BOARDING. Deciding to take people out of their seats was a really, really bad decision and created a problem that did not have to occur.
Likewise, I don’t think I have ever seen a stroller actually allowed on board. They are almost always tagged and gate-checked before boarding or for things like twins (as in this case) for the stroller to be tagged at the gate then checked at the plane’s door.
This just didn’t need to happen. Our “hero” made matters worse, but in the end the FA is supposed to be the one who stays cool and not escalate. A distressed crying passenger should get comfort and calm, not an FA unloading on her and other customers.