AirAsia Ground Staff Dismissed After Discrimination Complaint

A ground staff member at Hong Kong International Airport has been dismissed after a passenger accused the employee of rude and discriminatory behavior while boarding an AirAsia flight, the airline told Southern Metropolis Daily on Tuesday.

The incident involved Flight AK137 from Hong Kong to Kuala Lumpur on March 5. The passenger shared her experience on social media on March 8, alleging that a ground staff member displayed a cold attitude and used inappropriate language at the boarding gate.

She further claimed that Mandarin-speaking passengers were treated perfunctorily or ignored, while foreign travelers were prioritized.

In a video posted online, the passenger said the ground personnel told her he was "not Chinese, but from Hong Kong."

The complaint quickly gained traction, prompting heated discussion online, with some netizens calling for stricter accountability and questioning the alleged differential treatment.

AirAsia said it took note of the complaint and immediately launched an investigation. According to the airline, the passenger had initially reported feeling unwell and requested to terminate her journey and retrieve checked baggage, while her companion continued with the trip. She later indicated that her condition had improved and asked to resume travel.

Based on an assessment of her health condition and operational considerations at the gate, ground staff arranged for her to board last, the airline said. However, during the communication process, one staff member used inappropriate wording.

AirAsia confirmed that the individual involved was employed by a third-party ground handling agency contracted at Hong Kong International Airport. Following an internal review, the agency dismissed the employee.

Tang Ting, AirAsia's general manager for China, said the airline would strengthen coordination with ground service partners to ensure more standardized procedures and greater service consistency to prevent similar incidents in the future.

Founded in 1993 and headquartered in Kuala Lumpur, AirAsia is one of Asia's largest low-cost carriers, operating hundreds of routes across more than 20 countries.