ermen

Just saw this on CX Secrets.

Wow.

i would want to know
(i) who Mr and Ms CX DM and where they work.

Name and shame and ban them both from flying.

Now does Mr/Mrs DM need to fly CX for work? imagine when you cant get a CX flight (sorry been blacklisted). haha.

Poor ISM. Stuck between a rock and a hard place. Should
(i) the olice have intervened (remember David Dao) and
(ii) cant CX press charges post the incident?
​​​

Post #9105

"Dear All,

Hope this email finds you well.
I’m writing to inform you of my incident on ground in Taipei.
39D Ms X travelling with her baby was very upset as she boarded the a/c & immediately wants to speak with ISM. She was travelling with husband Mr X.
Mr X was upgraded to 21D.
Ms X swapped with the husband & seated straight away in 21D with her baby.
As I approach Ms X, she complained why she was not upgraded. She claims it’s discrimination as she knows it’s because of her baby that she’s not upgraded.
Accdg to her, CX is discriminating her because she has a baby hence no upgrade for her. She was very upset at this point & was ordering me to upgrade her.
I referred the problem to the G/S. I insisted the G/S to talk to pax ASAP.
But when the G/S came to speak to her, Ms X verbally abused the G/S XYZ with all foul languages.
G/S didn’t do anything at this point.
Ms X asked again to speak to me & this time she threatened me that I’ll lose my job & said you’re gonna regret it, I’m gonna make your life miserable.
At this point, I gave her a verbal warning saying that I will not tolerate any verbal abuse from her. She didn’t stop.
I informed my captain re this incident.
Mr X approach me in L1 & asked me just to let her stay in JCL with their baby. He claims that his wife is very tired taking care of the baby.
I told Mr X that his wife is very abusive & was harassing me. I’m sure he knows as he was just seated in 39D just behind 21D. But he pretended he didn’t hear anything.
JCL pax around the area all heard the harassment I got from Ms X.
Mr X was insisting just to let her stay & telling me they’re influential people, will let the media & the world knows about this discrimination re CX policy of not upgrading DM with baby. He was like his wife threatening me.
So I decided to tell my captain & G/S, I’m offloading these paxs.
Mr X took my name & my SP’s name & told us if I touch them, “I’ll make your life a living hell” & all of you will be affected including your pilots, you will all lose your job
It was again verbal harassment.
I felt so threatened for my life at this time.
I decided to call for security/police & demanded G/S to offload them & informed my captain I’m offloading them.
FYI both pax were taking a video of all these things happening.
It took awhile for the police to come & when they came onboard, they couldn’t do much as Ms X was shouting in the cabin, touch me & my baby, do what United Airlines did to the pax & you will never see the end of it. She was unruly, abusive & was using her baby as an excuse for the police not to touch them.
Ms Y 20A even shouted, stop using your baby as an excuse. Just leave the a/c.
The incident dragged for so long, nearly an hour without any actions neither from the police nor G/S. Taipei police were very gentle & soft spoken.
Captain made the announcement to inform pax of the delay.
Other pax were becoming agitated, worried about their tight flt connections in HKG.
Some vented their safety concerns as well especially 11GK paxs.
21D Ms Z, DM wrote me a letter on how well I handled the situation & even offered her seat for the husband so they will stop all these commotions & was willing to testify on our behalf.
20D Ms W approach me in L1 & told me to take pax instead as she heard the husband talking to the police & was sorry about it & to consider moving on as it was quite a long delay by now.
I had to re evaluate my decision. The delay is taking a toll on other paxs & it’s unfair that because of these 2 paxs actions, 257 other paxs are affected.
Still no actions from police & G/S. They were just merely standing in front of the pax.
I decided to speak to Mr X. He promised they won’t do anything drastic inflight. I warned him that should there be any form of harassment or any abusive languages thrown to my crew, I will make sure the Hkg police meets them on arrival.
I was very disappointed with the results as I was not able to offload these unruly paxs, considering the trauma they caused me & I had doubts as well with regards to their behaviour inflt, but I had to rule out my emotions & do what’s best for the rest of my paxs.
We finally departed with these paxs.
FYI, they were so behaved inflt & had no interaction with crew but Ms X was continuously taking videos of the crew.

FYI, according to the G/S, this was the second time it happened. Exactly the same incidents, Ms X demanding for an upgrade, again travelling with her baby.

Queries:
Accdg to the G/S this is the second incident. Why do we allow to let it happen again ?
Issues with upgrade. Do not separate a family as it will usually create a problem for crew. Regardless they agree on ground, in flight it will usually create a problem for crew.
How far can we wait? I asked G/S & eventually asked for police to intervene but still no actions done.
At this point, everyone was just waiting for me to reverse my decision. Could I have done it differently? I had my other 257 paxs in mind.
CX does not tolerate harassment at workplace. These 2 paxs were unruly, verbally abusive & threatened my job & my life causing severe trauma on my part as well as to my crew.
I recommend CX to take actions & blacklist these 2 DM in all CX & KA flights.
JCL pax are willing to give statements , just contact them particularly pax at 11G, 11K, 21G & 20D They all told me verbally to contact them should they need to testify.
I request a reply from mgt & actions on this incident the soonest."

​​​