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You remind me of a terrorist

April 12, 2006

Southwest Airlines, which usually makes headlines for its superior customer service, is taking one on the chin.

A Texas jury awarded $27.5 million to a woman who says a Southwest Airlines flight attendants had her arrested in 2003 because she reminded them of a terrorist, according to reports.

Samantha Carrington, a U.S. citizen born in Iran, says her only crime was complaining about poor service on her flight from Houston to El Paso.

This is hardly the first time that Southwest has been in hot water over charges that its flight attendants racially discriminated against passengers. But the accusations usually don’t stick.

Christopher Elliott is the author of Scammed: How to Save Your Money and Find Better Service in a World of Schemes, Swindles, and Shady Deals. Critics have called it “eye-opening” and “inspiring” — it’ll “grab your attention and won’t let go.” Order your copy now on Amazon, Barnes & Noble or iTunes.

2 comments

  • Stuart P. “Stu” Needel

    Hey Chris,

    No surprises here. Even though I mostly fly Delta, I watch Southwest with interest. They ARE known for their great customer service, but it exists at the level of patronizing passengers. Their TLC and comedy seem to be intended remedies to keep the masses that travel with them content and calm.

    The “Airline” show on A&E (or is it Bravo?) that in one sense “showcases” them, also doesn’t hide the MANY incidious situations that they put themselves in with gateside “procedures” for denying boarding, compensation for overbooking, not rebooking on other airlines. In addition, they seem particular obsessed with policing the blood-alcohol content of every passenger. They seem to savor the opportunity of delaying or denying boarding to anyone who even remotely seems under the alcofluence of incohol. :)

    Stay tuned for Part 2: “You Look Like a Drunk Terrorist.

    Keep up the great work, my boy!!
    Stu Needel

  • Ed Kummel

    Years ago, my father worked to Pan Am Airways. One day, during the Iran Hostage problem, there was a person of obvious middle-eastern decent on the airplane. Withoug warning, he gets up during the taxiing, unfolds a towel, kneels down and starts to pray.
    The passengers, thinking that this person was praying because he was going to die while blowing up the plane (there were hi-jack issues during this time period as well and people were on edge) Jumped on this man and subdued him until the plane could get back to the terminal. The middle-eastern man could speak little english, and it wasn’t until a translator arrived that they discovered that he was a devout muslim and he prayed at specific times during the day. The taxiing happened to coinside with one of his praying times….
    Best of intentions, but I say better safe than sorry…
    Ed

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