HK Express, the economic wing of Cathay Pacific, pledges to serve its customers | kbnmart

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Hong Kong Express, the budget arm of Cathay Pacific Airways, has apologised and pledged to improve staff training after two visually impaired passengers were removed from a flight. The airline has offered to compensate affected passengers, but the Hong Kong Federation of the Blind has called for a full investigation into the matter.

The controversy began when blind passengers were asked to disembark from a flight due to depart for Tokyo. HK Express explained that a difference of opinion between ground staff and cabin crew over the passengers’ fitness to fly due to their disabilities led to the decision. The passengers were later booked on another HK Express flight to Tokyo the same day after further assessments confirmed they could safely travel without an escort.

“After further assessment and communication regarding emergency escape procedures and safety with the two blind passengers, we determined that the two passengers could safely travel unaccompanied and immediately arranged for them to board another flight to their destination on the same day,” Hong Kong Express said.

The Hong Kong Blind Federation responded by filing a petition with the Transport and Logistics Bureau, seeking assistance in dealing with the incident. The federation also called for an independent investigation by Cathay Pacific and urged authorities to strengthen monitoring systems to prevent similar incidents from occurring.

Hong Kong Express Airlines acknowledged its failure to handle the situation and expressed its commitment to improving training and enforcement procedures to avoid future incidents. The airline said: “Hong Kong Express Airlines acknowledges the failure in its enforcement, which resulted in the delay of passengers’ travel. We sincerely apologise for this.”

This incident highlights the importance of adequate training of airline staff to ensure safe and respectful treatment of all passengers, especially those with disabilities. Hong Kong Express’ commitment to addressing this issue and enhancing staff training is a step towards preventing similar incidents and ensuring a better travel experience for all passengers.