USA 
United Kingdom
Two American Airlines flight attendants have been dismissed following separate in-flight incidents with passengers, raising questions about how worker safety is balanced against customer relations.
Todd Norris, a 38-year veteran of the airline, was fired in January 2025 after an altercation at Phoenix Sky Harbor Airport. During deplaning, Norris blocked a male passenger attempting to re-enter the aircraft, in accordance with FAA regulations.
The passenger, expecting a wheelchair on the jet bridge, became agitated. As a new crew arrived to relieve the existing team, a scuffle broke out when the passenger reportedly grabbed Norris’ luggage, causing both to fall.
American Airlines launched an internal review and cited multiple reasons for the dismissal, including failure to de-escalate, insufficient flexibility in enforcing rules, not seeking help from staff, and physical contact with the passenger. Norris, backed by the Association of Flight Attendants, denied wrongdoing and is challenging the decision through grievance channels.
Union response highlights internal tension
The incident echoes another case involving Tillman Robinson, who was also sacked after a December 2023 flight from Charlotte to Las Vegas. Robinson was allegedly assaulted by a passenger later cited for disorderly conduct. Robinson claimed he acted within the airline’s self-defense guidelines, maintaining distance and issuing verbal commands.
Despite his adherence to corporate training, American Airlines determined that his conduct failed to meet company standards “prior to the altercation and throughout.”
The airline has not disclosed full details of the investigation, but fellow employees described Robinson as a model staff member with an unblemished record.
Both terminations have fueled frustration among airline unions and raised concerns about the limited protection afforded to cabin crew. Critics argue that disciplinary decisions are being made without sufficient transparency or regard for the physical risks faced by flight attendants during passenger incidents.
Workplace safety standards under the spotlight
The firings may influence broader interpretations of protocol compliance and worker accountability. With passenger aggression on the rise, airline staff are expected to enforce safety rules while navigating escalating tensions.
“These cases could set a precedent,” said aviation analyst Gary Leff. “When crew members are penalized after being assaulted, it sends a dangerous message about whose safety matters onboard.”
The outcome of Norris’s union grievance could determine future protections for flight crews facing similar threats, particularly regarding adherence to federal safety mandates against company-defined conduct expectations.
