A bizarre customer service exchange has gone viral after an American Airlines reservations agent allegedly told a passenger to “have more kids for God” during a booking call. The passenger, identified only as Michael, is an Executive Platinum frequent flyer who had contacted the airline’s elite desk in Dallas to use multiple trip credits for a family booking.
Religious Remark Stuns Passenger
According to Michael, the conversation started normally until the agent, identified as Kevin, asked if he and his wife planned to have more children. When Michael said their family was complete, Kevin allegedly replied, “You need to listen to God and have more children. The Bible says to be fruitful and multiply.” Michael described the comment as “unexpected and inappropriate” for a professional service call.
Complaint System Lacked Category for Behaviour Issues
After completing the booking, Michael attempted to file a complaint but discovered that American Airlines’ feedback system offered no option to report non-flight-related behaviour.
He then shared his experience on travel forums, where the story quickly went viral. Online reactions were divided — many criticised the agent’s comment as unprofessional, while others dismissed it as harmless small talk taken too seriously.
Airline Launches Internal Investigation
American Airlines confirmed that it has launched an internal investigation into the incident. The airline stated that employees are required to maintain neutrality on religious and political matters when dealing with customers. Insiders said the agent could face retraining or disciplinary action depending on what the call recordings reveal.
Professionalism vs Personal Beliefs
The incident underscores how quickly professionalism can blur when personal beliefs enter workplace interactions. In today’s customer service environment, empathy is valued but boundaries matter too.
For a global carrier like American Airlines, which serves millions of passengers from diverse cultures and faiths, neutrality is more than a policy it’s basic respect.
As this episode shows, politeness and professionalism will always travel farther than preaching.
