A flight attendant knelt after a service trolley hit a sleeping passenger's elbow on a Hefei-Dalian flight. The crew apologized and brought an ice pack, but the passenger stayed dissatisfied; China Eastern has not confirmed the full account.
Tags:Chinese Flight Attendant Kneels After Trolley Hits Passenger—But He Still Won’t Accept Her Apology
A short video showing a flight attendant kneeling beside a service trolley has triggered a heated debate across Chinese social media.
According to the passenger who filmed the scene, the dispute began after the trolley accidentally struck a sleeping passenger’s elbow on a flight from Hefei to Dalian.
The crew apologized and brought him an ice pack. But the disagreement reportedly continued — and the flight attendant eventually knelt down.
What reportedly happened on the flight
The video was posted late on September 28 by a passenger identified by Chinese media as Mr. Zhang.
Zhang said the flight attendant was serving drinks when the trolley brushed against a male passenger’s elbow and woke him. He said he did not see any bleeding or obvious external injury.
The flight attendant apologized, while the cabin manager brought an ice pack. According to Zhang, however, the passenger remained dissatisfied.
Text posted with the video alleged that the passenger shouted in the cabin and at one point said words to the effect of, “Either let me kick you once.” This detail has not been independently confirmed by the airline.
Zhang said the flight attendant knelt down two or three times and remained on her knees for some time. A safety officer later intervened.
After the plane landed, the passenger reportedly asked for members of the crew to accompany him to a hospital for an examination.
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The airline has not confirmed the full story
Social-media users identified the airline as China Eastern based on the uniform visible in the video. However, the original post did not provide a flight number, and China Eastern has not publicly confirmed the full account .
When contacted by Xinhuanghe, China Eastern customer service said the report had been recorded and was being treated seriously. The representative could not confirm the date, flight or final result of the incident.
Qilu Evening News later cited a person familiar with the airline as saying that the passenger had been asleep and was awakened when the service trolley brushed against him. The airline had not issued a formal statement at the time of publication.
Why the video has caused such a strong reaction
Much of the online discussion has focused on whether an apology should ever go as far as kneeling — especially when an employee is dealing with a dissatisfied customer while still at work.
Some viewers argued that a passenger has the right to request medical attention after being struck. Others questioned whether frontline service workers are placed under so much pressure to avoid complaints that they feel unable to set reasonable boundaries.
The brief clip does not show the entire disagreement, so it cannot establish everything that happened before the flight attendant knelt. For now, several important details remain based on the witness’s account rather than a completed airline investigation.
Source: 新黄河
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