Wednesday, May 15, 2013

VIDEO: Chinese airline employee attempts to throw chair at passenger


Chinese airline worker loses his cool with passengers
Chinese airline worker loses his cool with passengers
I’ve covered a number of different stories about ‘air rage’ in China on this blog, from passengers cheering as a flight attendant is attacked to the infamous video of a government official smashing computer equipment and attempting to break windows after missing his flight.

Well, here’s another incident that’s being covered in the media today. New footage has emerged that shows a China Eastern Airlines employee trying to fling a steel chair at a passenger in Beijing airport.

The video was initially uploaded on Chinese website YouKu and received more than 100,000 hits, with the airline even asking for it to be removed.

The heated exchange between airline worker and passenger was captured on video by American journalist Matt Sheehan, who was also travelling on the China Eastern Airlines flight. You can view the footage and Matt’s commentary below, as he recalls the incident for Beijing Cream website.



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Apparently the situation arose due to a delayed flight with incorrect information being communicated about boarding gates, which left passengers shifting from gate to gate without actually boarding.

With frustration growing, a group of passengers eventually found China Eastern Airlines staff and demanded to know the reasons behind the repeated misinformation. Apparently some insults were directed at the employees, together with demands for compensation.

This is where the chair-thrower (i.e. China Eastern Airlines manager) arrives, initially trying to calm down the group of passengers. However, after refusing to offer compensation, a male passenger threw a newspaper into the manager’s face.

The manager actually remained calm and started to walk away. However, he was then struck in the face by a water bottle and lost his temper. As you’ll watch in the video, the manager tried to throw a chair at the bottle thrower, only to be restrained by his colleagues. Eventually a more senior China Eastern manager arrived and settled the crowd.

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The unhappy passengers were taken to the correct gate (where around 100 other passengers were already located) and left only their flight with a four hour delay.

What are your views on the situation? Do you sympathise with the employee or were the passengers justified due to continued misinformation? As always, please feel free to share your comments here, and you can also get in touch on Facebook, Twitter and Google+ - I look forward to connecting with you!

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21 comments :

  1. Stephen K DavionMay 17, 2013 at 4:32 PM

    Is that the way of treating a customer?

    ReplyDelete
    Replies
    1. Stephen, the moment the customer throws a water bottle at the head (and hits him) of the member of staff he loses all rights to being treated as a customer and should have been hauled off for assault.

      It is even clear that other passengers are berating the man for what he has done to the member of staff. Being a customer does not bestow us with the right to be a complete a**hole.

      Delete
    2. just don't even try judging, Davion.
      you're not chinese and it's obvious, the world isn't all american.

      Delete
  2. Sunil Zephaniah KanaparthiMay 17, 2013 at 4:39 PM

    After viewing the footage, I feel it is very unfortunate that one of the employees of the China Eastern Airlines had resorted to trying to fling a chair at one of the irate passengers.

    Whatever be the provocation the very act of trying to fling a chair at one of the irate passengers is uncalled for. In the service industry, especially the airline, one should be very clear in disseminating the correct message to the customers (passengers).

    The airline personnel should never think that the travelling clientele is not aware of the reasons for the delay all the more with the present technology on hand. I would not say that the airline personnel are on the receiving end, but at the same time I do confirm that it the bounden duty of the airline to impart correct information to the passengers.

    In conclusion, it may be pertinent to state that during such delays the airline personnel should never lose their cool whatever be the provocation from the passengers. The employees should feel that the passengers tend lose their cool not on the staff but on the airline, all the more when the message is distorted.

    Effectively, statistics reveals that only 7-8% of the passengers complain about the airline in writing and less than 1% of the passengers lose their cool. If this percentage is addressed in a professional manner, the effective customer service quality of the airline is exhibited. Let's hope that this is an isolated incident of its kind.

    ReplyDelete
  3. Sad that the passengers became so frustrated that they attacked a manager. I can't say that the manager acted appropriately, but under the circumstances, the airlines should have taken care of the passengers before their frustrations mounted to violence.

    Customer service is a vital part of the airlines, and hopefully, they are looking at ways to avoid situations like this in the future. The manager should have kept walking, but in his defense, I don't know many humans that would have remained calm when being attacked for something they had no control over.

    The manager was more than likely stressed and attacked and reacted as such...that being said, attack on one`s person should never be part of his job description..where was security?

    And perhaps the airlines should have had them present to handle the unruly passengers before the situation got out of hand and became a problem.

    Poor management all around, it seems. And poor communication between passengers and customer service. Passengers still should have exercised self control. :) WTH is wrong with people?! :-)

    ReplyDelete
    Replies
    1. it's just the way that the emerging business class and old villagers behave in a westernised economy - they don't know how it works, so they expect everything to be as advertised, but some are unreasonable.

      Delete
  4. Misery, how people can react simply because of a delay flight. Manager s attitude was also inappropriate despite already insulted and stuff thrown into his her face - Education education where are you gone ?

    ReplyDelete
    Replies
    1. mate, not everyone in china is like that, from what I know, probably around 1-3% of people are like that

      Delete
  5. The security personnel should step in immediately & I just dun happen to see any around.

    ReplyDelete
  6. China Eastern Airlines is terrible...disgusting attitude.

    ReplyDelete
  7. It recalls me Bob Sutton's The No Asshole Rule, if you are consistently rude to JetBlue's staff, you will get blacklisted and find it strangely impossible to get a seat on their planes.

    ReplyDelete
  8. mainland chinese passengers are the worst. they're every flight attendant's nightmare...won't go into details but the uncouth attitude and hostility has something to do with it. there was no need to smack a newspaper across someone's face then hurling a water bottle. animals. as for anyone here saying the manager's reation at the very end is inexcusable. let's see how you maintain your cool after that.

    ReplyDelete
    Replies
    1. you retarded racist, not everyone from the mainland is like that.

      Delete
    2. racist. not everyone is like that from mainland china.

      Delete
  9. I love how everyone is filming it!

    ReplyDelete
  10. As a former airline manager in similar situations, the employee had one very easy and strong solution when the two items were thrown. I have done this on a number of occasions. Cancel the passengers reservation, update the PNR and advise them they are unacceptable for any travel on that day forward on the airline. This stops them in their tracks and sends a strong message to everyone else.

    ReplyDelete
  11. wow how rude customers! I totally understand the managers reaction but it was unprofessional! I don't condemn him though :)

    ReplyDelete
  12. i did fly same flights... they need to learn how to smile and be polite...

    ReplyDelete
  13. Simply, It was the Air China who was to be blamed because that they didn't state clear information and if there is no clear information, there are going to be annoyed passengers who wants their money back.

    ReplyDelete

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