This Airline Apologizes After Two Blind Passengers Delayed Their Travel

Illustration of the HK Express fleet of aircraft. (Wikimedia Commons/lasta29)

JAKARTA - The HK Express airline apologized after two blind passengers accused their crew of unloading them from the plane citing safety concerns, in an incident that delayed their journey.

Both passengers, Andy Chui (34) and John Li (27) booked afternoon flight tickets from Hong Kong, where they both live, to Tokyo, Japan on May 22. Both said they had notified airlines of their disability, according to a statement from the Hong Kong Blind Union.

Both said they checked-in without problems and were escorted to the departure gate as usual. Inside the plane, crew members briefed them on in-flight safety procedures. However, both of them were then taken off the plane due to safety concerns once it was discovered they traveled without companions, according to Li and Chui.

"We feel insulted and embarrassed. They treat us as if we are criminals," Chui told a news conference.

Meanwhile, Blind Union President Billy Wong, who is authorized to speak on behalf of the two men, said the handling of the situation confused passengers, as they could travel alone without problems with other airlines.

Wong also asked airlines to investigate the protocol and treatment of passengers with disabilities, saying guidelines from flight authorities were baseless.

"They need to ensure that the company complies with these guidelines and that there are punitive measures when the company discriminates against persons with disabilities," Wong told CNN.

Separately, HK Express said in a statement "due to differing assessments made by ground staff and crew members", the case was raised to management for assessment and "the additional time needed" to decide has led the couple to "unable to travel by early flight."

The Hong Kong-based airline said its staff had followed the airline's "standard safety procedure" during the incident, without specifying whether the two passengers failed to comply with its protocol.

Airlines added, then confirmed that "both passengers can travel safely without companions," and they were "recommodated on the next flight according to their choice on the same day to their destination."

"The decisions made by the flight crew are entirely based on safety considerations, and the staff in charge of accompanying the two passengers as they leave the cabin," said HK Express Commissioner KK Ong in a separate statement.

"We sincerely apologize for the delay and inconvenience caused by the two passengers," he continued.

It is known that travelers with disabilities have faced physical obstacles while exploring large airports that are busy and the assistance provided based on needs is not always a guarantee.

In 2013, Albert Rizzi, a blind person from Long Island, and his dog, Doxy, was escorted out of US Airways flight after a fierce fight broke out between him and a flight attendant. All 35 passengers on the flight walked as a form of solidarity with Rizzi.

Last year, Air Canada apologized and pledged to accelerate increased accessibility for passengers with disabilities, after a man in a wheelchair made headlines international as he shared his experience of dragging himself out of the plane.

Hodgins said he had to drag himself along the aisle, assisted by his wife, when airport mobility assistance staff did not come to help him when his plane landed in Las Vegas.

Air Canada staff told him to get off on foot even though he couldn't walk so they could turn the plane around, he said.