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Southwest Airlines Forcibly Removes A Woman From The Plane Because She Disclosed Her Allergies To Dogs

A woman was removed from a Southwest Airlines flight due to her disclosing her severe allergies to dogs.  So where does the health & welfare of a person takes precedence over a company policy?  Apparently at Southwest is doesn’t.  The unidentified woman was physically removed from the flight after she refused to deplane because a Southwest crew member chose to follow a policy regarding passengers with allergies.

According to Southwest’s explanation to the woman they couldn’t remove paying passengers or dogs due to policy. No compromise was attempted but yet a paying passenger was essentially removed.

Because the woman didn’t gave a “doctor’s note” regarding her allergies the company took it upon themselves to have her removed. It’s obvious she chose to continue on with the flight and from the looks of it an overzealous crew member took it upon themselves to go with policy over logic. This case may spark some conversation if not change in procedures and Southwest will have to do some serious PR to get passed this one.

Read more as reported by WGN:

Photo Credit: Bill Dumas (video screenshot)

A Southwest Airlines passenger who said she had a life-threatening pet allergy was physically removed from a Los Angeles-bound plane prior to taking off in Baltimore Tuesday, and the incident was captured by fellow passengers on video, according to KTLA.

Passengers were already aboard Southwest Flight 1525 when the pilot and several Baltimore transportation officers went to the back of the plane to speak with a woman who was having a problem, said Bill Dumas, who recorded video.

There were two dogs on the plane and the woman had asked that they be removed because she had a deadly allergy, Dumas said.

Southwest Airlines said in a statement that one of the dogs was an “emotional support” animal and the other was a pet.

When the passenger was informed that Southwest could not remove the paying passengers or dogs due to airline’s policy, Dumas said the woman indicated she wanted to stay on the flight. But crew members were concerned they would need to divert the flight if she had a reaction.

Southwest’s statement described the airline’s policy and what happened:

“Our policy states that a Customer (without a medical certificate) may be denied boarding if they report a life-threatening allergic reaction and cannot travel safely with an animal onboard. Our Flight Crew made repeated attempts to explain the situation to the Customer, however, she refused to deplane and law enforcement became involved.”

The woman was asked to leave the plane but refused, Dumas said.

“Everything was very quiet up until a decision was made that this woman would have to be physically removed from the plane,” Dumas said. “She just put up a lot of resistance and was adamant about not being taken off the plane.”

In the video, the woman says her father has to have surgery, apparently in an explanation of why she needed to stay on the plane. She and the officer struggled, with the woman repeatedly saying “don’t touch me” and that she would walk off the aircraft on her own.

An officer, one of three who can be seen in the video, shouts “walk” at her multiple times.

“I am a professor. What are you doing?” she says to the officer.

Southwest apologized to the woman, who has not been identified.

“We are disheartened by the way this situation unfolded and the Customer’s removal by local law enforcement officers. We publicly offer our apologies to this Customer for her experience and we will be contacting her directly to address her concerns. Southwest Airlines was built on Customer Service, and it is always our goal for all Customers to have a positive experience,”

the airline’s statement read.

Dumas said other passengers remained calm during the ordeal and he felt the Southwest crew handled the situation correctly.

“It was a no-win situation, for sure,” Dumas said.

Source: WGN

1 Comment

1 Comment

  1. Mary

    September 30, 2017 at 12:29 PM

    ANYTIME YOU HAVE A LIFE THREATING REACTION TO ANYTHING. YOU ARE SUPPOSE TO MAKE ARRANGEMENTS FIRST. ALSO YOU SHOULD BE CARRYIMG YOUR OWN SHOT FOR EMERGENIES. SHE DIDN’T FOLLOW THRU. SO SHE HAD NO RIGHT TO EXPECT OTHERS. WHO DID FOLLOW PROCEDURES TO HAVE TO GET OFF THE PLANE. ALSO IF SHE WAS TRULY SO ALLERGIC, WHY WHOULD SHE THEN TURN AROUND AND SAY SHE WANTED TO STAY ON THE PLANE? PUTTING HERSELF AND OTHERS AT RISK. SHE COULD CATCH ANOTHER PLANE FOR HER FATHER’S SURGERY. BUT SHE WOULDN’T HAVE MADE IT ANYWAY IF SHE HAD A BAD REACTION ON THE PLANE. PLUS SHE MIGHT TRY TO SUE SOUTHWEST. SHE SHOULD HAVE JUST GOTTEN OFF THE PLANE. IF IT WAS ME AND I WAS THAT ALLERGIC I WOULD HAVE RUN OFF AS SOON AS I SAW THE DOGS. SHE CAUSED THIS MESS. THEN CAUSED A SEEN REFUSING TO GET OFF THE PLANE. SHE HAD NO CONSIDERATION FOR ANYONE OTHER THAN HERSELF. SHE SHOULD BE THE ONE APOLOGIZING.

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