Passenger gets apology

Source: Agencies | March 6, 2009, Friday |

Print Edition

CATHAY Pacific has apologized for embarrassing a customer whose anguish after missing her flight was captured on video by an airline employee and posted on the Internet.

The Hong Kong airline said the worker who filmed the video has been disciplined but another person posted the footage on YouTube, a video-sharing Website.

The three-minute video shot on a mobile phone shows a woman wailing, throwing herself on the floor, banging on an airport counter and trying to barge through a closed boarding gate at the Hong Kong International Airport on February 4 after missing a flight to San Francisco.

"They have no compassion. The plane hasn't even left and they've shut the gate. They're crazy! They're crazy!" the woman shouted.

Posted on YouTube on February 12, the video had drawn nearly 5 million views and 18,000 comments by yesterday. Some postings have added mock subtitles.

It wasn't clear why the woman was so upset about missing the flight and she could not be identified or contacted. Cathay spokeswoman Carolyn Leung declined to comment.

Cathay said it had apologized to the woman "for the inconvenience and embarrassment she may have suffered as a result" and offered to upgrade her seats on her next trip and reimburse her for frequent flyer miles she used for upgrades on recent journeys.

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Passenger gets apology

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