HKG video of woman missing flight becomes online hit

[Naim 6]

HK airline apologizes for airport tantrum video

 

By MIN LEE – 5 hours ago

 

HONG KONG (AP) — Cathay Pacific has apologized for embarrassing a customer whose anguish after missing her flight was captured on video by an airline employee and posted on the Internet.

 

The Hong Kong airline said in a statement to The Associated Press on Thursday that the worker who filmed the video has been disciplined but that another person posted the footage on YouTube, a video-sharing Web site.

 

The three-minute video shot on a mobile phone shows a woman wailing, throwing herself on the floor, banging on an airport counter and trying to barge through a closed boarding gate at the Hong Kong International Airport on Feb. 4 after missing a flight to San Francisco.

 

"They have no compassion. The plane hasn't even left, and they've shut the gate. They're crazy! They're crazy!" the woman shouted.

 

First posted on YouTube on Feb. 12, it had drawn 4.97 million views and nearly 18,000 comments as of Thursday. Some postings have added mock subtitles.

 

It wasn't clear why the woman was so upset about missing the flight, and she could not be identified or contacted. Cathay spokeswoman Carolyn Leung declined comment.

 

Cathay said it had apologized to the woman "for the inconvenience and embarrassment she may have suffered as a result" and offered to upgrade her seats on her next trip and reimburse her for frequent flyer miles she used for upgrades on recent journeys.

 

The airline said the woman has not sought compensation from the company.

 

The South China Morning Post newspaper reported Thursday the woman met with Cathay's customer relations officials last week and was calm during the four-hour meeting as she explained the embarrassment the video has caused her.

 

http://www.google.com/hostednews/ap/articl...DOevswD96NPQDO0

 

[KK Lee 5]

HK airline apologizes for airport tantrum video

 

Cathay said it had apologized to the woman "for the inconvenience and embarrassment she may have suffered as a result" and offered to upgrade her seats on her next trip and reimburse her for frequent flyer miles she used for upgrades on recent journeys.

 

This is ‘service recovery’

 

Not sure MH can be this generous.

 

 

[Nizam 0]

This is ‘service recovery’

 

Not sure MH can be this generous.

 

 

 

 

Anybody want to try it ?

[Tony 1]

This is ‘service recovery’

 

Not sure MH can be this generous.

 

 

As compensatoin, we'll give you another serving of satay.

[BC Tam 2]

As compensatoin, we'll give you another serving of satay.

One stick only ah, and no extra sos ah !

ok lah, one more pack 5* peanuts lah

[Simon 3]

Get someone to act during our 4th Ann gathering :rofl:

[BC Tam 2]

This is ‘service recovery’

Agreed !

Though it's stated the lady did not seek 'compensation', bright sparks at CX's legal/PR divisions probably realize things can potentially slide to unpleasantries in hands of a suitably skilled litigant

[Denny Yen 0]

Local TV says that she was put on the next flight to LAX and was upgraded to business class.

 

"Throwing tantrum at HKIA departure gate....upgraded from Y to C class."

"Getting highest hits on YouTube....priceless"

[Keith T 2]

Whilst the employee that filmed the incident should be counselled, I think it is absolutely ridiculous that they'd compensate someone for behaving like an id*ot due to her own negligence.

Edited March 6, 2009 by Keith T

[Simon 3]

Whilst the employee that filmed the incident should be counselled, I think it is absolutely ridiculous that they'd compensate someone for behaving like an id*ot due to her own negligence.

Absolutely right. CX image has been tranished by her childish behavier

Edited March 6, 2009 by Simon

[Teoh Z Yao 0]

CX is very generous I must say...

 

The plane has departed by the time I arrived at the airport once, but I went to the ticket counter in the hope of being put on another flight without penalty, true enough I was granted without any difficulty... on my choice flight... Thanks to Sneeze, too, who helped me with the Cantonese...

 

The second time, I arrived at the gate barely 10 min before closing and my name was called over the PA... (malunya...) Generous enough, they let me in...

 

I like flying with CX...

Edited March 8, 2009 by Teoh Z Yao

[Li Ren 2]

 

Back in December 2006, I boarded Xiamen Airines which depart from Xiamen To KUL.. We waited for about ten minutes on-board as

 

they are waiting for a passenger..

 

 

[Denny Yen 0]

I think CX backed off because of the tantrum...prior to direct cross-straits flights, I transited at HKIA countless times, and sometimes missed connecting flights ending up reaching home after midnight. I didn't throw any tantrum or demand CX compensate me for those inconvenience.

 

I bet the tantrum would have not achieved any results if the carrier is UAL or NW. Also, try throwing tantrum in an airport, and airport police/heavies would be called....

Edited March 8, 2009 by Denny Yen

[KK Lee 5]

CX is very generous I must say...

 

The plane has departed by the time I arrived at the airport once, but I went to the ticket counter in the hope of being put on another flight without penalty, true enough I was granted without any difficulty... on my choice flight... Thanks to Sneeze, too, who helped me with the Cantonese...

 

The second time, I arrived at the gate barely 10 min before closing and my name was called over the PA... (malunya...) Generous enough, they let me in...

 

I like flying with CX...

 

Believe this is where and how customers loyalty and good will is built

 

Edited March 8, 2009 by KK Lee

[Teoh Z Yao 0]

Believe this is where and how customers loyalty and good will is built

 

 

 

Totally agree!

[Walter Sim 1]

Back in December 2006, I boarded Xiamen Airines which depart from Xiamen To KUL.. We waited for about ten minutes on-board as

 

they are waiting for a passenger..

 

I was on the other end last time! Me, my mum, sis and aunt was the last 4 to board. Just after we entered the FA closed the door. Got strange looks from everyone @_@.

 

Blame it on the duty free!

[Chee Yong 0]

She was just like a 3 year old child crying to get attention. Hope this will be a teaching lesson to everyone of us.

[Simon 3]

I was on the other end last time! Me, my mum, sis and aunt was the last 4 to board. Just after we entered the FA closed the door. Got strange looks from everyone @_@.

 

Blame it on the duty free!

They must be wondering, what is this small boy doing with the aunties and make us wait

[Yoong 0]

I was wondering, why CX can offload the lady so fast. When an airline offload pax, the 1st thing is to locate pax baggage.

In her case I believe she has check-in baggage to SFO. Who can travel to SFO without check-in baggage?

 

If CX offloaded her.....it must be she is super extra late for boarding (becasue she is really late CX can have plenty of time to locate her baggage) or CX is super duper good at offloading bge.

 

HKG-SFO CX fly 747-400, capacity about 350 over...if the flight is full it takes time to locate the bge.

 

If let said, they found the bge by the CRC card.....well they still need time to unload the containers......(what if the container is somewhere deep inside).

1 container can approximently load 40 bags.

 

I don't think she has just 1 baggage....it must be more than that....with the husband and son around. Max 6 pieces. 1 pax allow 2 pieces to US.

 

 

All these can be done efficiently provided the respective department do their job well.

 

Just to share my thoughts.

[KK Lee 5]

Believe the moment the decision was made to offload pax, most airline won’t reverse the process especially those airline that need to advise U.S. custom pax manifest before departure.

 

 

[Chan CS 0]

another similar video of HKG woman... News stated it was in SG but youtube says it's in HKG

 

 

[Yusoff 1]

another similar video of HKG woman... News stated it was in SG but youtube says it's in HKG

 

:rofl: She must've taken example of the HKG lady...

[Simon 3]

another similar video of HKG woman... News stated it was in SG but youtube says it's in HKG

 

I think she wants free upgrade to abalone

Edited March 18, 2009 by Simon

[Louis L. 2]

i do not know what will be my reaction if i were to be at the scene , i am not sure whether i will get piss off or i will be laughing like hell ......... but this is ridiculous in my opinion

[Isaac 0]

If i'm not mistaken, Cathay Pacific Airways already made a public apology to the lady for spreading of the video on the net.