Hot Tea, Peeled Skin—Int’l Airline Refuses to Pay a Cent

Source: OT-Team(G)，潇湘晨报

A passenger suffered second-degree burns after hot tea spilled mid-flight—but the int'l airline claims it wasn't their fault.

A Chinese woman claims she suffered second-degree burns on an Emirates flight from Shanghai to Dubai and accuses the airline of refusing to take responsibility. The incident, which occurred on May 7, 2024, has sparked public concern after the victim shared her experience online.

According to Ms. Chen, she was traveling in business class on an Emirates flight featuring a 2-3-2 seat configuration. She requested a cup of tea and pointed to "chamomile tea" on the menu. However, the flight attendant brought her a cup of hot tea and placed it on the tray table. Moments later, as the passenger next to her awoke and stood up to go to the restroom, they accidentally knocked over the tray, spilling the scalding tea onto her thigh.

"I saw the steam rising from the cup, so I didn't drink it right away," Ms. Chen told reporters. "Then the person next to me got up and accidentally knocked over the table. The hot tea poured directly onto my thigh, tearing the skin and leaving a horrible wound."

Ms. Chen described severe pain following the burn, saying her "heart was pounding" and she could barely speak. Flight attendants attempted to help by providing bottled water and burn ointment, but she said it was ineffective. After landing in Dubai, she was transported to the airport clinic, but claims the treatment there was inadequate and no Emirates crew members checked on her condition. She later arranged her own transportation to a local hotel and visited a hospital in Dubai, where she was diagnosed with a second-degree burn. Unsatisfied with the care she received abroad, she returned to China for further treatment in Shantou, where doctors confirmed the diagnosis.

Two months after the incident, as her condition began to improve, Ms. Chen filed a complaint with Emirates. It wasn't until March 2025 that she received a reply requesting medical records and receipts. In April, Emirates responded that no evidence suggested fault on the part of the airline or crew, and that medical assistance had already been provided on board. Therefore, the airline stated, they would not offer compensation.

Frustrated by the lack of progress, Ms. Chen took to social media to publicly share her ordeal. Following the post, Emirates responded again, this time offering to cover her medical expenses—but only on the condition that she sign a liability waiver. Ms. Chen declined the offer, insisting on a formal apology and additional compensation for emotional distress. She is now considering legal action against the airline.

Under Ms. Chen's online post, Emirates' verified Beijing office account commented on April 29:

"We are deeply sorry to learn about your unfortunate experience. Over the past year, our Customer Affairs team has communicated with you via email on several occasions to address the matter. A detailed resolution plan has been prepared, but due to privacy concerns, we cannot disclose it here. We understand this has been difficult for you and hope to continue written communication to resolve the issue as soon as possible."

In a follow-up comment, the airline further stated:

"We sincerely apologize once again for the incident. We noticed that the compensation amount you have requested is 14 times the total sum of your submitted medical bills. This has made it difficult for both parties to reach a mutual understanding. We hope to continue open dialogue and find a resolution that is reasonable and acceptable to both sides. We encourage you to stay in touch with our Customer Affairs team in writing or to consider legal avenues if needed."