Mocking Incident Puts Cathay Pacific on Damage Control

Three Cathay flight attendants were fired for mocking passengers

Cathay Pacific's problems continue to prevent it from getting itself out of the rut of the pandemic and now it has to do major reputation rebuilding after some flight attendants verbally mocked some Chinese passengers.

On a recent flight from Chengdu, Sichuan province to Hong Kong, three crew members were accused of making fun of passengers' language abilities by saying in English, "If you cannot say 'blanket', you cannot have it."

A Mandarin-speaking passenger complained about the incident which at first led the trio to be suspended, and then fired.

Lee warned Lam not to repeat the incident

But that was not enough.

Hong Kong Chief Executive John Lee Ka-chiu waded into the issue, saying he was angered and disappointed, and that he had personally instructed Cathay Pacific management to handle the incident seriously, and that the airline must review staff training and improve its customer service culture.

"These disrespectful words and deeds have hurt the feelings of compatriots in Hong Kong and the mainland, and also undermined the city's existing culture and values of respect, courtesy and inclusiveness," he said.

"I am outraged and disappointed by the fact these bad deeds happened on a Hong Kong flight."

He told Cathay Pacific's CEO Ronald Lam Siu-por the incident was serious and had damaged Hong Kong's image, and urged Lam to ensure the incident would not be repeated again.

For his part Lam apologised in Mandarin to passengers who were affected by the incident as well as the wider community, and vowed to prevent a repeat of the situation.

Lam will ensure training and "customers first"

The CEO said he would lead a cross-department task force to enhance the company's "customers first" culture, and ensure its service had a solemn and polite image, and improve its quality.

Does Lee know that Hong Kong residents disparage mainland tourists on a daily basis? Is he going to punish them too?

Post-Covid there are complaints from the tourism sector that the city is getting the cheap Chinese tourists, the ones who have never visited Hong Kong before and don't mind seeing only the free landmarks and eating rice boxes. 

That's because the tensions between mainlanders and locals were never resolved as far back as a decade ago -- remember the term "locusts"? -- and so it's no wonder these situations have flared up again. 

Trying to get Hongkongers to shut up will be very hard, despite the dependence on these cross-border tourists to get the hospitality industry back on its feet again. 

It's a pity Hong Kong has put most of its eggs in this China basket, when all investors know it's better to diversify to ensure more balanced returns...