American Airlines CEO Robert Isom announced bias and discrimination training for employees and the creation of a new advisory group focused on Black customers following the incident involving the removal of eight Black men from a flight over a body odor complaint.
Isom expressed disappointment and stated the incident contradicted the company's values, emphasizing the commitment to listen, learn, and build a welcoming culture for employees and customers through accountability and caring.
The new advisory group is intended to maintain standards, define processes, measure actions, and improve feedback loops to ensure commitments to Black travelers are met, while the airline will also revise training manuals and internal reporting procedures.
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