Explainer | How Hong Kong’s airport handles bags, what to do if yours is damaged after viral Cathay clip
Hong Kong flag carrier Cathay Pacific Airways has been in damage control mode after a video circulating on social media showed a staff member tossing suitcases down a flight of stairs.
The firm issued an apology and said it was investigating a staff member.
The Post dives into how airport baggage should be handled under current guidelines and what passengers can do if they find their belongings damaged.
1. What’s the latest controversy?
A video circulating online earlier this week showed a female luggage handler wearing a reflective Cathay Pacific vest tossing suitcases down a flight of stairs and letting them tumble into a yellow luggage handling cart.
Cathay Pacific issued an apology over the incident, and confirmed an employee from its ground-handling service provider had been removed from her current position, pending the results of the investigation.
The airline also said it had urged the ground-handling service provider to strengthen overall staff training and supervision to prevent a repeat.
2. What are the protocols of baggage handling?
Alan Li Wing-foo, chairman of the Staffs and Workers Union of Hong Kong Civil Airlines, said he was unaware of any existing official guidelines for ground staff to handle luggage.
But airport workers tended to take a “careful” approach as the suitcases might contain delicate items, Li said.
“When training new employees, we also recommend they should carry items up and down the stairs, and to always keep one hand on the railing,” he explained.
He said the staffer in the Cathay case was not an airline employee, but a ramp handling agent from an outside company. She had been offloading hand-carry bags to the cargo area because the overhead bins in the passenger cabin had become too full.
Li said it was not typical for staff to work alone.
“I have heard from her colleagues that she is actually a very hard worker, but perhaps they were short staffed that day and time was running short … so she chose a bit of an unconventional method to complete her task.”
The Airport Authority, which manages the airport, said it was “very concerned” about the incident and assured the relevant ground handling company was investigating the case. It also said it did not tolerate such behaviour, and would strengthen supervision for the future.
3. What can you do if an airline damages your luggage?
Passengers who discover their luggage has been damaged, delayed or gone missing can take steps to recover their lost items or make a claim, according to Cathay’s website.
For delayed or missing bags, passengers should first make a report with a baggage service counter near the carousels in the arrival hall before customs clearance.
A report reference number will be given, which can be entered into Cathay’s delayed baggage report website for progress tracking.
As for damaged items, passengers may file a report within seven days of receiving their luggage, either at the airport’s baggage service counter or by calling the airline’s local baggage service office.
To make a claim, a report must be filed first and the passenger should have a reference number on hand before proceeding. A baggage claim form can then be filled to provide more details on the itinerary and belongings.
A confirmation email will then be sent along with a contact method, to which passengers should submit supporting documents including receipts.
HK Express, Cathay’s low-cost airline, said passengers could also make a claim if they had purchased insurance to cover their journeys, and the airline could provide a report to facilitate the request.
4. How to care for your luggage?
Modern suitcases come in a variety of materials – from hard shell plastics such as the flexible, strong and lightweight polycarbonate to the more affordable acrylonitrile butadiene styrene and metals such as the expensive but durable aluminium.
Soft suitcases are those made of polyester or woven nylon like ballistic nylon and cordura.
Cathay cabin crew are all required to use black, softshell Delsey suitcases.
According to the Consumer Council, there are several steps that can be taken to enhance a suitcase’s their durability.
Users should refrain from sitting on suitcases, and use the carry handle instead of the retractable one to lift the bag.
Heavier items should be placed at the bottom of the suitcase to prevent it from tipping over, while gentle cleaning agents should be used to clean the outer shell.
For storage, suitcases should be covered with a dust cover and placed in a dry place away from sunlight.
