HK Express vows to improve training after blind duo asked to leave flight

HK Express has apologised again for its insufficiency and promised to improve training after two visually impaired passengers were 'ordered' to get off a flight in May.

This comes after the duo complained that they were “forced” to get off a flight to Tokyo, Japan after they got on board on 22 May, citing their inability to meet the airline’s safety standards. They then reached out to the Hong Kong Blind Union, and the Civil Aviation Department arranged for them to take another flight on the same day.

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According to the latest statement, HK Express said it has completed a comprehensive internal investigation into the incident and found that the judgment of ground staff and cabin crew differed. “Thus to remain cautious and ensure passenger safety, the two passengers were unable to take the originally scheduled flight.”

After further assessments and communication regarding emergency escape and safety procedures with the two passengers, HK Express said it 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.

HK Express has acknowledged the insufficiency concerning the execution, which resulted in the two passengers’ travel delay. Meanwhile, It clarified that it is committed to actively improving the training and execution of its procedures to ensure the safety of all passengers.

This includes ensuring the ground staff can assist passengers with reduced mobility to clearly understand its safety regulations before boarding to prevent similar incidents in the future.

Following the incident, HK Express said it has actively stayed in contact with the two passengers to understand their needs and has repeatedly expressed its apologies. It has also provided a compensation plan that included a full refund of the delayed flight's ticket costs, all personal expenses incurred due to the flight delay, and an additional set of tickets as compensation. 

“However, the passengers have yet to accept the offer. We respect their decision and will continue to communicate with them to reach a satisfactory resolution,” the statement reads.

On the other hand, the Hong Kong Blind Union submitted an open letter yesterday to secretary for transport and logistics Lam Sai Hung, urging the government to assist in handling this incident and strengthen supervision of airlines. The letter has requested the government to intervene in the incident to urge HK Express' parent company Cathay Pacific to conduct an initial investigation.

Billy Wong Chun Hang, president of the union, said he hoped the letter could motivate the government to work on aviation service guidelines for people with disabilities with the Equal Opportunities Commission.

“We hope that the guidelines will no longer be a ‘toothless tiger’ and could become regulations, so airlines contravening them would have to bear the consequences,” Wong said.

In a statement to MARKETING-INTERACTIVE, Cathay said it recognised that the service-handling procedures of HK Express in this instant were not ideal.

"We have maintained close communication with HK Express to ensure that the case is properly followed up and that relevant handling procedures are improved. As a group, we always uphold our equal opportunity policy and we are committed to providing safe travel services for our customers with different needs," the statement reads.

Cathay added that HK Express will continue to liaise with the customers on the issue of compensation, and has expressed apologies for the inconvenience caused.

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