Everyone knows about the problem with Dr. Dao being injured when foricibly removed from a United ( Republic ) flight when the plane was full and airline wanted his seat for employees to ride free. And how the CEO mishandled the response, saying the employees had do the right thing.
There is another incident, this time on American and this time the statement and treatment from the mangement is much better.
A lady was in the front row with 2 babies, and a stoller, when a male flight attendant jerked to stroller away from her, apparently rudely enough that other passengers, a lady and a man, spoke up and told he that he almost hit the baby. The male passenger and the male steward got into a heated talk that almost came to blows with the flight attendant telling the passenger to hit him. Meanwhile the Mother was crying and asking for her stroller back. Some strollers fold small enough to fit in an overhead and larger ones have to be checked. This Mom was from Argentina and may not have understood that her stroller could do a gateside check, and may have thought she was going to lose it, we dont really know as the story is not detailed on that point.
The pilot even came out to try to calm the male flight attendant down, and things finally did calm. The airline then did what United didnt do. They upgraded the Mom and 2 babies to first class, with an apology and suspended the flight attendant.
We can only guess at the details but it may be that the male flight attendant was in a hurry to get the plane going and got frustrated with the stroller and went over the line of polite customer service. Obviously a crewman jerking a stroller away from a Mom with 2 babies is never going to be the right way, and the airline recognized and tried to correct it.