In response to pushback on a passenger’s lost phone, Air China eventually returned to the gate.
On March 23, a passenger who had left his phone at the terminal resulted in a 90-minute delay for passengers on Air China CA1550. Another passenger, Mr. Pan, complained to Air China after the delay about the attitude of the personnel. He also conveyed his displeasure with the crew’s attitude.
In response to the complaint, Air China stated that their rule prohibiting passengers from taking photos and enforcing cabin order was in compliance with the law. Mr. Pan said that the response was insufficient and that he would continue to file the complaint with other pertinent authorities.According to Chinese aviation experts, rather than following a precise standard or regulation, the decision to return to the gate in the event of an unforeseen circumstance on board an aircraft would be made based on the Captain’s judgment at the moment.
How did it happen?
In order to get his business done, Mr. Pan, a Beijinger, frequently travels to Shanghai. He described how the plane was queuing up for takeoff when it abruptly reversed to the parking position in part of the information he published about the hampered trip on his social media accounts, as Nawen reported. He was initially informed by the flight attendants that they did not know why.
“I assumed perhaps there was a problem with the aircraft, but then I saw a passenger walk to the front cabin door and speak to the flight attendant, and then I noticed the cabin door was opened, and he got out. At that time, I felt quite odd. A passenger had voluntarily cancelled the trip, according to the announcement, which was made another 10 minutes later.
The mood in the cabin at this point was still largely stable, despite some slight restlessness among the guests. But according to Mr. Pan, there were no statements addressing the reasons for the return or any information indicating how long they would be delayed during the additional half-hour or so that the plane sat in a parking lot with the door open. According to Mr. Pan’s account, the purser informed him that the passenger had accidentally left his phone behind and had willingly chosen to leave the aircraft to get it.
But the lack of information or statement from the flight deck or cabin crew was starting to irritate passengers, and tempers were starting to flare.
cops show up
The chief flight attendant was reportedly once encircled by passengers before calling the police, according to Mr. Pan. But the cops informed the crewmember that instead of getting into a fight with the passengers, they should be working with them to keep things calm when they arrived. Five or six additional passengers, according to Mr. Pan, also decided to end their trip and leave the aircraft.
“One of the passengers who got off emailed me a photo, claiming to have seen the guy who got off looking for his phone on the next flight to Beijing during rebooking.In a follow-up conversation lasting an hour and a half on March 31, Mr. Pan claimed to have spoken with the Air China cabin service division. The department responsible for cabin service said that it lacked the authority to handle the losses and that it needed to submit more reports to departments at a higher level. Mr. Pan continued:
“Air China stated that it complies with legislation when flight attendants forbid passengers from taking video in order to maintain cabin tranquility and prevent a backlash from the general public. She was unable to respond when I asked what laws they were.
Aside from an apology, Mr. Pan comments that the only form of compensation Air China has so far provided him with is “totally unacceptable.”
Speaking on the subject
Flights frequently taxi back owing to situations, such as people feeling ill while they are in the air or someone finding out abruptly that a loved one has passed away, according to stories in China’s media.
The incident involving China Southern Flight CZ6820 in 2021, which postponed takeoff to save a youngster whose arm was inadvertently cut in Hotan, is the one that has received the most attention about a gate return. The arm was preserved after the crew was able to quickly transport the youngster to Urumqi.
At Hangzhou Xiaoshan Airport (HGH), an elderly couple sought to disembark the aircraft after learning of a family member’s passing in 2019. The plane had a 50-minute delay as a result of the crew’s decision to taxi back. After that, the majority of the travelers showed their comprehension.
Choosing to taxi back was a legal decision made by the crew that also protected flight safety, according to industry experts.
The captain is in charge of every aspect of a civil aircraft’s flight, and safety is the only factor that matters, according to both the Chinese Civil Aviation Law and the CAAC Regulations.
Article 126 of the Chinese Civil Aviation Law stipulates that for passengers impacted by the taxi back
“The carrier shall be liable for losses resulting from delays in the air transportation of passengers, baggage, or cargo; provided, however, that the carrier shall not be liable if it establishes that it or its servants or agents have taken all reasonable steps to prevent the loss or that it was impracticable to take such steps.”
