On the evening of 28/9, a female China Eastern Airlines flight attendant on a flight from Hefei to Dalian accidentally bumped a sleeping male passenger's elbow with a food trolley. The incident caused no injury. She immediately apologized, and the chief flight attendant brought a cold pack to the passenger.

However, the passenger continued to complain loudly, stating, "Or should I kick you?" The passenger's demeanor frightened the flight attendant, causing her to kneel two to three times to apologize, according to Mr. Truong, a passenger who witnessed the event. The situation only calmed down after airline security personnel intervened. After the plane landed, the passenger further demanded that the flight attendant accompany him to the hospital for a check-up after her shift.

China Eastern Airlines aircraft. Photo: Aero

On the afternoon of 30/9, China Eastern Airlines reported that the flight attendant was "very scared". After the aircraft landed, medical personnel boarded to examine the passenger, confirming no external injuries or swelling, and no further treatment was necessary. The passenger declined assistance from ground staff and left on his own.

Following the incident, the airline provided psychological counseling for the flight attendant, who has since returned to work. China Eastern Airlines is collaborating with relevant parties to review and gather evidence of the entire incident to uphold flight safety and protect employee rights.

On the morning of 30/9, the incident became the most trending news on Weibo and Sina, two of China's most popular social networks. Many users criticized the passenger, arguing that his reaction was excessive for a minor collision.

"Service professions also deserve respect", one user wrote. Another commented, "Why humiliate someone over such a small matter?" Some opinions suggested that measures should be taken against the male passenger for forcing the flight attendant to kneel.

A veteran flight attendant in China explained that unexpected incidents, such as food trolleys bumping passengers, are handled by the crew according to established procedures. Initially, the flight attendant should apologize directly, and if the situation is more complex, the chief flight attendant will intervene.

The chief flight attendant has the authority to offer certain levels of compensation to passengers, including: seat upgrades, loyalty point compensation, vouchers, or cash. If a passenger files a complaint, the involved flight attendants might receive lower performance scores but their employment is not affected. "The flight attendant knelt due to inexperience, leading to panic", the veteran added.

Tuan Anh - Hoai Anh (According to Thepaper, Mkan.china)