A woman’s experience with American Airlines highlights a baffling case of mistaken identity that led to her being permanently banned from the airline for something she claims she didn’t do. Erin Wright, who shared her ordeal in a video that has garnered over 2.4 million views, described the disturbing events on social media.
In June, Wright was traveling to New Orleans for her sister’s bachelorette party when she encountered issues checking in for her flight. She attempted to check in using both her phone and the airport kiosk, but faced technical difficulties. Concerned about possibly missing her flight, Wright approached a ticketing agent for assistance.
Wright recounted that the agent also struggled to access her information and suggested that the problem might be due to a minor error, such as incorrect birthday input. The agent then placed a call to resolve the issue. Wright, growing increasingly anxious about her flight status, was shocked when the agent returned with troubling news: she was banned from flying with American Airlines.
According to Wright, the agent conveyed the message with a note of regret but did not provide specifics, stating it was an internal security issue. Wright was directed to call customer service for clarification. However, customer service could not resolve the problem and referred her to the customer relations department, which could only be contacted via email.
Facing the reality that she would miss her flight, Wright decided to book a new round-trip flight for $1,000. She hoped that American Airlines would reimburse her for the additional expense incurred due to the airline’s error.
After spending eight more hours waiting for her new flight and dealing with the emotional strain of the situation, Wright continued to seek answers. She reached out to customer relations for an explanation and requested a refund for her missed flight and additional costs.
Eventually, Wright received a response from corporate security, revealing that she was banned due to an alleged incident involving sexual relations with a man on a flight while intoxicated. Wright, who identifies as a 24-year-old lesbian, was baffled by the accusation. She emphasized that the claim was false and took 12 days to navigate the appeals process, during which she received no communication.
Two months later, with her case still unresolved, Wright’s mother intervened and contacted American Airlines’ legal department. This action prompted a quicker response, and Wright was informed that her ban was lifted. Although she was partially refunded $400 for the missed flight, the airline did not cover the $1,000 spent on the replacement flight, despite acknowledging their fault.
To mitigate the financial strain, Wright leveraged the viral success of her video on TikTok, which earned her approximately $1,008—nearly the cost of the replacement flight. She expressed gratitude for the support she received, noting that the funds alleviated some of her financial stress.
In a follow-up video, Wright criticized American Airlines for the lack of compensation and ongoing inconvenience. She expressed frustration and indicated that she might consider filing a complaint with the Department of Transportation or pursuing legal action in small claims court.
For those interested in understanding airline no-fly lists, it’s important to note there are two types: individual airline lists and the federal no-fly list. Airlines have the discretion to ban passengers for various reasons, such as disruptive behavior. However, being on one airline’s no-fly list does not affect other airlines. The federal no-fly list, managed by the FBI and overseen by the TSA, is more restrictive and generally includes individuals involved in terrorism or related activities.