​Four VIP Passengers Forgotten at Airport, Airline Apologized

Four VIP Passengers Forgotten at Airport, Airline Apologized

In an astonishing lapse of service, Shanghai Airlines flight FM9273, originally bound for Xining from Shanghai, was forced to make an unscheduled landing in Lanzhou due to adverse weather conditions on July 4th. However, the real debacle unfolded when, after a four-hour wait, the flight resumed without four VIP lounge passengers, leaving them stranded at the airport.

The forgotten passengers, including two prominent social media influencers, voiced their grievances on Weibo, igniting a public outcry. 

According to the passengers, a series of oversights by the airline staff culminated in their abandonment. The ground crew at the diverted airport recorded only their seat numbers without securing additional contact details. When it was time to reboard, the ground staff failed to notify the VIP lounge attendants of the passengers' presence. Compounding the confusion, lounge staff overlooked the fact that these passengers were part of the diverted flight. Further, with some passengers opting not to continue their journey, the airline staff mistakenly assumed the same for these four without verification.

Realizing the mistake too late, the ground staff, rather than escalating the issue to higher management, panicked and hastily arranged a shared ride-hailing car for the passengers. This decision forced the four individuals, who were not traveling to the same destination, to endure a cramped and lengthy three-hour drive together—a resolution that only added to their frustration.

On July 7th, one of the passengers involved posted that they had received an apology letter from the "Service Management Department of China Eastern Airlines." In the letter, China Eastern stated, "We will learn from this lesson, improve our service, and we invite you to continue to supervise and offer your valuable opinions and suggestions."

Source: Finance Sina

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