My Take | Cathay scandal highlights Hong Kong’s broader discrimination issues
- The focus should not be on one airline as poor treatment and even harassment of mainland tourists and new arrivals has long been a problem
A flight over Hong Kong for 85 children from low-income families last week was described by one 15-year-old passenger as being “like a dream come true”. The trip was part of a programme run by the city’s flagship carrier Cathay Pacific. It was a welcome part of the airline’s efforts to give back to the community.
Any hopes the event, clearly enjoyed by the teenagers, would boost Cathay’s image were, however, quickly shattered by developments on a different flight. Reports emerged of derogatory comments by three of the airline’s cabin crew about the language ability of passengers on a trip from Chengdu.
The incident, revealed by a passenger on social media, quickly escalated into something approaching a national scandal. State media weighed in with criticism of the airline and Chief Executive John Lee Ka-chiu expressed outrage at the treatment of the passengers.
Cathay quickly moved into damage limitation mode. Within 48 hours, the three staff had been sacked. The airline repeatedly apologised and pledged to learn lessons from the affair.
The facts upon which this furore is based are limited. The initial social media post included sound clips. Cabin crew, apparently chatting among themselves, made fun of the English-speaking ability of some passengers. One customer asked for a carpet instead of a blanket. A staff member, after making an announcement in Cantonese, said passengers “can’t understand human language”.
Cathay said it conducted an investigation. This must have been done in record time. Chief Executive Ronald Lam Siu-por told staff it needed to act swiftly to protect the airline’s reputation.