HK Express to compensate after visually impaired passengers asked to leave flight

Hong Kong Express offered compensation to two visually impaired passengers who were allegedly kicked off of a plane in May and apologized for the misunderstanding and inconvenience caused.

The duo complained that after boarding the flight to Tokyo, Japan on May 22, the crew asked them to get off the plane because they did not meet the safety standards.

They later sought help from the Hong Kong Blind Union, and the Civil Aviation Department coordinated and arranged for them to take another flight on the same day.

The two affected passengers said the crew members did not explain the safety standards at the time, and they contacted the airliner later on several occasions, but the explanations failed to convince them.

The Union added that the airline's explanation was incoherent, including that the flight was full and that the crew failed to reach a consensus on alternate arrangements for the passengers.

It emphasized that the two individuals were able to travel independently and that the airline's decision to refuse to carry them was unreasonable. It also asked the parent company, Cathay Pacific, to independently investigate the incident, publicly apologize and improve relevant policies.

HK Express responded on Sunday that the ground staff and crew assessed the situation of the two affected passengers as per standard safety procedures on that day, and due to the time required for the assessment, the duo could not take the scheduled flight.

The airline said that after further assessment by management, it was confirmed that the two passengers had no companions but could travel independently, and the company had arranged for them to take another flight to their destination on the same day.

It clarified that the passengers were not being forced to be offloaded and the decision made by the aircrew was "entirely based on safety considerations."

The company added that the staff "accompanied the two passengers as they left the cabin."

HK Express apologized for the delay and the inconvenience caused to the two passengers and will make corresponding compensation.  

Additionally, the company has reviewed the incident and improved the work process to prevent similar incidents from happening again.

In response to media enquiries, the Equal Opportunities Commission refused to comment on individual cases and added that if anyone believes they have been discriminated against when using air travel services, they can lodge a complaint with the Commission.

(Updated at 10.50 pm)