Budget airline HK Express has issued an apology following an incident where two blind passengers, Andy Chui and John Li, were removed from a flight due to safety concerns, leaving them feeling “insulted and embarrassed.” The ordeal unfolded during their scheduled flight from Hong Kong to Tokyo on May 22, where they were informed by crew members that they couldn’t travel unaccompanied, despite having notified the airline of their disabilities during booking.
According to statements from Chui and Li, they had successfully checked in without incident and were escorted to the boarding gate as usual. However, upon boarding the plane, crew members briefed them on safety procedures but subsequently asked them to leave the aircraft citing safety concerns related to their unaccompanied status. This decision left both passengers feeling humiliated and unfairly treated, with Chui describing the experience as being treated like criminals.
President Billy Wong of the Hong Kong Blind Union, speaking on behalf of Chui and Li, expressed confusion over the airline’s handling of the situation, especially since both men had previously flown unaccompanied without issue on other airlines. He called for HK Express to review its protocols and treatment of passengers with disabilities, emphasizing the need for stricter enforcement of guidelines that protect the rights of disabled travelers.
In response, HK Express acknowledged the incident, attributing it to “differing judgments” between ground staff and aircrew. They stated that the case was escalated to management for assessment, which unfortunately led to the passengers missing their original flight due to the extended decision-making process. The airline clarified that after further review, it was confirmed that the two passengers could indeed travel safely without a companion and were promptly re-accommodated on a later flight the same day.
HK Express defended its actions, asserting that their staff had followed standard safety procedures during the incident. However, they did not specify whether the passengers had failed to comply with any specific protocols. Commercial director KK Ong issued a formal apology on behalf of the airline, expressing regret for the inconvenience caused to Chui and Li and reiterating that the decision was solely based on safety considerations.
The incident underscores broader challenges faced by travelers with disabilities, who often encounter physical and logistical obstacles when navigating airports and air travel. Despite international regulations and guidelines aimed at ensuring accessibility and nondiscrimination, incidents like this highlight the ongoing need for vigilance and enforcement to protect the rights of disabled individuals.
This incident is not unique to HK Express, as similar cases involving discrimination against passengers with disabilities have been reported globally. In 2013, a blind man was escorted off a US Airways flight following a dispute with a flight attendant, leading to a show of solidarity from fellow passengers. Last year, Air Canada faced criticism after a wheelchair user had to drag himself off a flight when airport assistance failed to arrive.
As airlines continue to face scrutiny over their treatment of disabled passengers, there is a growing call for enhanced training, stricter adherence to accessibility guidelines, and improved support services to ensure that all travelers can fly safely and with dignity. The resolution of such incidents often requires a combination of policy changes, cultural shifts within airlines, and ongoing advocacy from disability rights organizations to uphold the rights and well-being of all passengers.
