Cathay Pacific has issued an apology after an unruly passenger on one of its flights from Hong Kong to the United States led to a 15-hour delay. The incident involved flight CX812, which was en route to Boston when it had to make an unscheduled diversion to Tokyo's Haneda Airport. The disruptive behavior of the passenger necessitated the diversion, where the individual was subsequently arrested by local authorities.
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The flight departed from Hong Kong International Airport at approximately 7:40 PM on December 21, 2024, but soon after takeoff, the situation with the passenger escalated, forcing the captain to divert the aircraft. Upon landing in Tokyo, the passenger was removed by airport security and handed over to the police. The nature of the disruption included physical assaults on other passengers, according to reports from those on board. After the passenger's removal, the flight faced further complications due to operational constraints at Haneda Airport and the need to comply with crew rest regulations. The decision was made to return the plane to Hong Kong rather than continue to Boston. This return trip, followed by a refueling and crew change, caused a significant delay. Cathay Pacific managed to get the flight back into the air with a new crew and under a new flight number, CX812D, departing at 10:45 AM the next day, December 22, 2024.
The airline expressed regret for the inconvenience caused to the passengers, attributing the decisions to safety protocols and legal obligations. Cathay Pacific also announced that the disruptive passenger would be permanently barred from flying with any Cathay Group airlines. Compensation for the delay included meal vouchers or lounge access for those affected.
This incident is the latest in a series of challenges faced by airlines dealing with unruly passengers, with Cathay Pacific itself having to handle a similar situation on a Chicago-bound flight in September of the same year. The global increase in such incidents, as highlighted by the International Air Transport Association (IATA), with one incident per 480 flights in 2023, underscores a growing concern for airlines worldwide. Cathay Pacific's handling of the situation demonstrates the complex balance airlines must maintain between ensuring passenger safety, adhering to regulatory requirements, and managing customer satisfaction in the face of unforeseen disruptions.