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NewGen Airways has issued a public apology for the actions of one of its staff after the woman had an expletive laden rant in Thai with a Chinese passenger over a cabin baggage dispute.
The Chinese tourist bound from Don Muang to Guiyang wanted to carry on a 13 kg bag even though the airline’s regulations state the limit is 5 kg.
The flight on Tuesday morning was delayed for 15 minutes as the ground staff and the tour group leader spent half an hour remonstrating with the passenger. Eventually the bag was loaded for free in the hold.
The rudeness of the staff member was paramount in footage viewed by thousands.
The airline said on their fan page that the actions of the staff member were “inappropriate” and they apologized saying that it will not happen again.
They said that they had not been idle in facing their responsibilities and the staff member had already faced internal disciplinary procedures.
They said that the weight limits on carry on bags were for passenger safety in the event of an emergency.
NewGen (originally called Sabaidee Airways) flies to 30 destinations in China from several Thai airports.