(WBAP/KLIF) – Southwest Airlines is apologizing after video of a woman removed from a flight from Baltimore to Los Angeles went viral.
The woman claimed to have a deadly pet allergy when she noticed a service dog on board the flight, but didn’t have medical paperwork to prove it.
The airlines says its 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 on board. The woman refused to get off of the plane and was dragged to the exit by law enforcement.
Southwest airlines said it offers apologies to the customer for her experience and will be contacting her directly to address her concerns.
The airline released an official statement:
“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.
Initial reports indicate the Customer in the video stated that she had a life-threatening pet allergy, but she was unable to provide the medical certificate necessary to complete travel. There was one emotional support animal and one pet onboard the aircraft. 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.”
A passenger on board the flight captured cell phone video of the incident and posted it to Youtube.
(Video courtesy Bill Dumas)
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