18-7-2024 (HONG KONG) Hong Kong’s flag carrier, Cathay Pacific, has found itself embroiled in controversy following the emergence of a video showing one of its ground staff mishandling passengers’ luggage. The incident has prompted a swift apology from the airline as it seeks to quell mounting public outrage.
The footage, which has been widely circulated on social media, depicts a female staff member, identifiable by her reflective Cathay Pacific vest, engaged in a troubling display of baggage mishandling. Standing atop a staircase connecting an aircraft to the tarmac, the employee is seen repeatedly tossing passengers’ luggage down the steps with apparent disregard for the potential consequences.
In the video, the worker first reaches for a small piece of luggage, grasping its handle before unceremoniously flinging it down the stairs without a second glance. The staff member then proceeds to repeat this alarming behaviour with four additional bags, launching them in pairs down the metal staircase.
While the exact date and location of the incident remain undisclosed, the video has sparked widespread condemnation from travellers and industry observers alike. Many have expressed concern over the potential damage to personal belongings and the broader implications for passenger trust in airline handling procedures.
Hong Kong flag bearer Cathay Pacific Airways has apologized on Tuesday to passengers for the inconvenience caused, and launched an investigation into a ground handling staff after visuals showed her throwing suitcases from a flight of stairs, which violated the airline’s baggage… pic.twitter.com/14IkXcuKSa
— FL360aero (@fl360aero) July 17, 2024
Responding to the mounting criticism, Cathay Pacific issued a formal apology on 16 July. In a statement, the airline acknowledged awareness of the video and confirmed that the individual involved was an employee of their ground-handling service provider.
The carrier has taken swift action, removing the staff member from her position pending a thorough investigation. Cathay Pacific emphasised that the employee’s actions were in clear violation of the airline’s established baggage handling procedures, which prioritise the careful treatment of passengers’ belongings.
Furthermore, the airline has called upon its ground-handling service provider to bolster staff training and enhance supervision measures. This proactive stance aims to prevent similar incidents from occurring in the future and restore passenger confidence in the airline’s commitment to service quality.
