Aviation body urges protection of cabin crew after viral in-flight incident

The China Air Transport Association has called on the industry and society to safeguard the rights and interests of cabin crew following a recent incident aboard a China Eastern Airlines flight, in which a passenger verbally abused a flight attendant, prompting her to apologize on her knees.

On Sept 28, a video circulating on social media showed a China Eastern Airlines flight attendant kneeling beside a meal cart inside an aircraft cabin. The person who posted the video said the flight attendant had accidentally bumped a male passenger's elbow with the cart while serving beverages, but that he did not accept her apology.

The video sparked heated debate online, with many people saying the passenger had gone too far and calling for enhanced protection of flight attendants' rights and interests.

On Sept 30, China Eastern Airlines released a statement after investigating the incident, which occurred on a flight from Hefei, Anhui province, to Dalian, Liaoning province, on Sept 28.

The airline said that as the flight attendant pushed the meal cart during beverage service, the cart accidentally touched the sleeping passenger's elbow. The flight attendant immediately and repeatedly apologized and checked on the passenger.

The passenger subsequently became agitated, repeatedly used vulgar and abusive language and threatened to kick the flight attendant, demanding that she accompany him to seek medical treatment after landing, the airline said.

After the flight landed, medical personnel examined the passenger and found no obvious injuries, determining that no further treatment was necessary. The passenger declined an offer from ground staff to accompany him to seek medical attention and left on his own, according to the airline.

The airline also provided psychological counseling and support to the flight attendant, who was frightened by the passenger's behavior. She has since resumed normal duties.

On Saturday, the airline issued another statement, saying the passenger's behavior had allegedly disrupted order aboard a civil aircraft and seriously infringed upon the flight attendant's dignity and rights in the performance of her duties. The company said it had reported the incident to the public security authorities and suspended its carriage services for the passenger in accordance with its relevant regulations.

China's revised Civil Aviation Law, which took effect on July 1, prohibits acts such as provoking trouble aboard civil aircraft, as well as insulting or assaulting crew members. It also added a dedicated section on passenger rights protection.

In a statement released on its WeChat account on Monday evening, the China Air Transport Association said that protecting passengers' lawful rights and interests and safeguarding the safety of civil aviation transport and the professional dignity of aviation workers are two integral aspects of the new law and should be given equal importance.

The association said it firmly supports its member airlines in safeguarding employees' rights and interests in the performance of their duties in accordance with the law. It called on airlines to improve procedures for handling disruptive behavior onboard and strengthen protection for frontline personnel.

It also urged passengers to behave courteously and exercise their rights in a rational manner when traveling by air. Disruptive behavior aboard an aircraft not only affects other passengers but, in serious cases, may also jeopardize flight safety, it said.

The association added that it will continue to follow the handling of the incident and encourage member airlines to improve their service management systems and cabin service standards, while strengthening protections for the rights and interests of cabin crew and other frontline employees.