Monday, July 15, 2024
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Hong Kong’s budget airline HK Express, the budget wing of Cathay Pacific Airways, has issued an apology and vowed to enhance staff training following an incident where two visually impaired passengers were removed from a flight. The airline has offered compensation to the affected passengers, but the Hong Kong Blind Union has called for a thorough inquiry into the matter.
The controversy began when the two visually impaired passengers were ordered off a flight scheduled to depart for Tokyo. HK Express explained that a difference of opinion between ground staff and cabin crew regarding the passengers’ fitness to fly due to their disability led to the decision. The passengers were later booked on another HK Express flight to Tokyo on the same day after further assessments confirmed they could fly safely without an accompanying person.
HK Express stated, “After further assessments and communication regarding emergency escape and safety procedures with the two visually impaired passengers, we determined that the two passengers could safely fly without an accompanying person and immediately arranged for them to board another flight to their destination on the same day.”
The Hong Kong Blind Union responded by submitting a petition to the Transport and Logistics Bureau, requesting assistance in addressing the incident. The union also called for an independent inquiry by Cathay Pacific and urged authorities to enhance monitoring systems to prevent similar occurrences.
HK Express acknowledged its shortcomings in handling the situation and expressed a commitment to improving training and implementation procedures to avoid future incidents. The airline stated, “HK Express acknowledges insufficiency concerning the execution, which resulted in the two passengers’ travel delay. We sincerely apologise for this.”
The incident highlights the importance of adequate training for airline staff to ensure the safe and respectful treatment of all passengers, particularly those with disabilities. HK Express’s commitment to addressing the issue and enhancing staff training is a step towards preventing similar incidents and ensuring a better travel experience for all passengers.