American Airlines Fired A Flight Attendant with 38 Years of Service | Exclusive

PHOENIX- A long-serving flight attendant at American Airlines (AA) was terminated in January 2025 following an in-flight altercation with a passenger at Phoenix Sky Harbor International Airport (PHX).

The incident, involving American Airlines Flight AA1852 from Tucson (TUS) to Phoenix (PHX), has raised questions about airline procedures, passenger conduct, and crew protection standards. The terminated crew member served 38 years with AA and reached out to Aviation A2Z.

Photo: Cado Handerson

American Airlines Fired an Attendant

On October 24, 2024, while working as an FA2 aboard a Boeing 737, the flight attendant (Todd Norris) was overseeing the deplaning process at PHX when a male passenger attempted to re-enter the aircraft.

Per Federal Aviation Administration (FAA) regulations and airline policy, reboarding is prohibited once deplaning has begun. The flight attendant followed standard procedure, blocking the passenger’s re-entry and informing him of the regulations.

The passenger, who was expecting a wheelchair on the jet bridge, became increasingly agitated. A fellow crew member intervened and went to expedite the wheelchair request, but delays continued.

During this time, the upset passenger remained at the aircraft door with the attendant. When a new crew arrived to take over the aircraft, the original crew attempted a crew change—another moment governed by FAA rules requiring a full crew onboard if any passenger is present.

During this transition, the passenger reportedly grabbed the flight attendant’s luggage, causing a physical altercation in which both parties fell. The event was documented in a police report by Phoenix Police Department officers. Surveillance footage of the incident exists but has not been released to the flight attendants’ union by the carrier.

Photo: JFK Spotting

Investigation and Disciplinary Action

Following the event, American Airlines launched an internal investigation and cited four primary reasons for termination:

1. Claimed responsibility for initiating the incident – AA alleged that Norris caused the confrontation by enforcing boarding restrictions without sufficient empathy or flexibility.
2. Escalation of the conflict – The airline accused Norris of worsening tensions by refusing to allow reentry, despite acknowledging the lack of wheelchair assistance.
3. Failure to seek support – Investigators claimed Norris did not request help from nearby airport staff or colleagues, though he refutes this point.
4. Physical engagement with the passenger – AA stated Norris made physical contact first, while Norris insists it was accidental due to the forceful tug on his bag.

Management offered Norris a choice: sign a statement admitting fault and accept a two-year probationary period without union representation, or face immediate dismissal. Norris refused to concede to false allegations and was subsequently terminated in January 2025.

Photo: AFPA

Ongoing Union Response

The Association of Flight Attendants (AFA-CWA), Norris’ union representative, is currently challenging the decision through formal grievance procedures. Given the typical timeline for such cases, a resolution is not expected until early 2026.

This case raises broader questions about how airlines handle passenger misconduct and protect their employees. Flight attendants are trained to enforce safety protocols, yet often face verbal and physical abuse without adequate institutional backing.

Norris’ long tenure and clean disciplinary record add weight to his argument that the termination was unjust.

If upheld, the decision could set a precedent affecting how future incidents are managed, particularly regarding accountability for passenger aggression and adherence to established safety rules.

Representative Photo: American Airlines

Similar Incident

Well, this is not the first time that American Airlines have fired attendant for passenger assault case.

American Airlines fired Tillman Robinson, a 25-year flight attendant, after a passenger allegedly assaulted him on a December 31, 2023, flight from Charlotte to Las Vegas. The termination follows an internal investigation by the airline, which concluded that Robinson failed to adhere to company protocols before and during the incident.

Robinson was allegedly targeted by an unruly passenger who was later cited for assault and ordered to complete an anger management program. Despite this, Robinson lost his job, claiming he had responded according to American’s self-defense training guidelines.

American Airlines stated that Robinson’s behavior

The airline did not release further details. However, multiple colleagues described Robinson as a model employee with a spotless service record spanning over two decades.

Robinson described the event as escalating without warning. “He starts putting his finger in my face; he starts yelling expletives; then he pushes me, and then he starts taking swings,” he said. He asserted that his actions followed corporate training: de-escalate, create distance, and issue commands to stop the threat.

The airline’s decision has sparked internal debate about how flight attendants are protected—or exposed—when responding to physical threats. The Association of Professional Flight Attendants (APFA), the union representing American Airlines flight attendants, has come under fire for its limited role in Robinson’s defense. Critics argue the case reveals serious gaps in union support when crew members face termination for defending themselves.

Robinson now faces financial uncertainty.

Aviation analyst Gary Leff noted that the outcome may set a concerning precedent.

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