'Kneeling apology' clip sparks backlash

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

A Sept 28 video clip of the incident, which showed the flight attendant kneeling beside a meal cart, quickly circulated on social media. 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 the passenger did not accept her apology.

The video sparked heated debate online, with many netizens stating that the passenger's behavior had gone too far and calling for enhanced protection of the flight attendant's rights and interests.

On Sept 30, China Eastern Airlines released a statement following an investigation into the matter, which occurred on a flight from Hefei, Anhui province, to Dalian, Liaoning province, on Sept 28.

The airline said that while the flight attendant was pushing the meal cart to provide beverage service, the cart accidentally came into contact with the sleeping passenger's elbow. The flight attendant immediately and repeatedly apologized and checked on the passenger.

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

Upon reaching the destination, medical personnel examined the passenger and found no obvious injuries, and determined that no further treatment was required. The passenger declined an offer from ground personnel to accompany him to seek medical attention and left on his own, the airline said.

It added that it had provided psychological counseling and support to the flight attendant, who was distressed by the passenger's behavior. She has since resumed her normal duties.

On Saturday, the airline issued another statement, noting that the passenger's behavior had disrupted order aboard a civil aircraft and 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 supported 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 on board and strengthen protections for frontline personnel.

It also urged passengers to behave courteously and exercise their rights in a rational manner when traveling by air.

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 protection for the rights and interests of cabin crew and other frontline employees.

lishangyi@chinadaily.com.cn