American Airlines investigates after video shows mom in tears

American Airlines is investigating after a video surfaced on social media showing a confrontation between a passenger and a flight attendant aboard one of its flights.
The video, filmed by another passenger Friday, appears to be the aftermath of an incident during boarding of a flight from San Francisco to Dallas. It does not show what happened beforehand.

The incident comes two weeks after a United Airlines passenger was dragged from his seat and off a plane by Chicago aviation police. United was widely criticized on social media and by industry professionals for the conflicting statements it put out afterward, initially siding with its employees and appearing to blame the passenger.
Airline quickly responds
The airline quickly responded to the incident, which occurred when the flight was about to take off.
"We have seen the video and have already started an investigation to obtain the facts. What we see on this video does not reflect our values or how we care for our customers," it said in a statement.
"We are deeply sorry for the pain we have caused this passenger and her family and to any other customers affected by the incident."
American said it upgraded the woman to first class for the rest of her trip and the attendant has been "removed from duty" as it investigates.
"The actions of our team member captured here do not appear to reflect patience or empathy, two values necessary for customer care. In short, we are disappointed by these actions," the airline said.
In the United incident, passenger David Dao suffered a concussion, a broken nose and lost two teeth, and plans to sue, according to his attorney.
The airline later apologized for the forcible removal of Dao, a 69-year-old physician, and offered compensation to those on the flight.
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