Two passengers with cello were denied boarding on an American Airlines flight

Earlier this month, two passengers were denied boarding on an American Airlines flight because they were traveling with their cello in the cabin. The incident took place on April 5th on a flight from Dallas-Fort Worth to Washington Dulles. The travelers had purchased a separate seat for the instrument, but were asked to deboard as the cello was deemed unfit to be carried in the cabin of a Boeing 737 aircraft.

However, the passengers had no problem traveling with the cello on an earlier American Airlines flight on the same day. The gate agent told them that instruments are not permitted to be carried on 737 seats, but they could either wait for the next flight on an Airbus plane or check the cello as baggage.

American Airlines’ policy allows small instruments as carry-on items on a first-come, first-serve basis as long as they fit in the overhead bin or under the front seat. For larger instruments, passengers can purchase an additional seat for the instrument at the applicable adult fare plus any applicable taxes or carrier-imposed fees.

Following the incident, American Airlines offered a full refund to the passengers for the ticket and a $100 trip credit per person. The airline is reviewing the incident and will reach out to the customers directly.

It appears to be a case of miscommunication between the airline and the passengers regarding the aircraft type for the second part of their journey. The incident could have been prevented with clearer communication and awareness of the airline’s policies regarding musical instruments.