Virgin Atlantic Racism Incident

On March 1, on Virgin Atlantic (VS) flight VS250 operated by a 787-9 from London Heathrow (LHR) to Shanghai Pudong (PVG), a Chinese female passenger (the “passenger involved”) was first subjected to racially discriminatory verbal abuse from a white male passenger, and then was unjustifiably threatened by a white flight attendant with being removed from the aircraft. We strongly condemn this and will continue to follow the case.

What Happened (Based on the Passenger’s Own Account)

The passenger involved boarded VS250 on March 1 for Shanghai Pudong from London.

After boarding, a white male passenger verbally attacked her with racially discriminatory remarks as he passed her seat. Unsurprisingly, a small verbal argument followed, and some nearby passengers also spoke up for her. At one point, the man appeared to threaten to hit her, while she reportedly remained restrained throughout. After that, the Economy Class purser on the flight, reportedly named Nathan Smith, listened to the white male passenger’s version of events and then told the passenger involved not to continue arguing or she would be removed from the plane. He also said that because the white male passenger claimed to have mental health issues, his seat would be moved. However, that did not happen during the flight. A Chinese flight attendant on the same flight told the passenger involved that the purser (Nathan) had already informed all cabin crew that if she brought up the matter again, she would be removed from the aircraft. She also alleged that discrimination has long existed internally among Virgin Atlantic staff.

Analysis: Responsibility of the Aggressor and the Airline

The white male passenger’s conduct, if proven true, may well have violated:

• intentional harassment, in violation of the Public Order Act of 1986; and
• common assault under common law.

The passenger involved could have reported the matter to police upon returning to London, after which police could investigate and the CPS (Crown Prosecution Service) could consider whether to prosecute the white male passenger. Not long ago, a similar anti-Asian incident took place on public transit in Perth, Australia, whose legal system is quite similar to the UK’s, and the suspect was ultimately charged and successfully convicted. The involvement of senior cabin crew management made this incident even more troubling. Based on the information described in the reports, the purser failed to handle the situation appropriately and instead intimidated the passenger involved, leaving her concerned for her personal safety throughout the flight. The airline should be held accountable for its poor service response and, beyond a public apology, should provide reasonable compensation.

If Something Similar Happens to Me, What Should I Do?

The most important rule when dealing with incidents on an airplane—not just racism, but also smaller conflicts arising for all kinds of reasons—is: do not get physical. Unless the other party uses force or makes a real threat of force, do not be the first to respond to a verbal conflict physically. Doing so also makes it easier to retain the moral high ground in public opinion. In this Virgin incident, the passenger involved handled the situation relatively calmly. But even if you know you could win in a fight, do not lay hands on the other person. Next, ask the lead cabin crew member to step in. Although the purser’s conduct in this incident was shocking, they are still the highest-ranking staff member in the cabin. Remember that the title is "Purser".

If the purser cannot resolve the issue satisfactorily, you should file a complaint with the airline after landing. The more serious the issue, the higher the level to which you should escalate it, and you should clearly state what you are seeking. Also remember to gather contact information for nearby witnesses on the plane if possible. One last time: unless you are under an actual threat, do not escalate to physical force, or the airline will then have grounds to remove you from the aircraft.

Follow-Up

In response to heavy pressure from Chinese internet users, Virgin said it was investigating the incident, but did not disclose further details. At the same time, we remind readers that through April 15, transferring TYP to VS miles earns a 25% bonus, for an effective ratio of 1:1.25. We recommend the following two strong uses for Virgin Atlantic miles (round-trip only):

• Delta awards have no fuel surcharges. Round-trip business class between China and the U.S. costs just 120,000 miles, and round-trip U.S.-Europe is also a solid option.
• ANA round-trip first class between China and the U.S. costs only 120,000/140,000 miles (from the West Coast/East Coast respectively).

With this 25% bonus, the value is truly remarkable. Even if you do not have enough TYP, VS is also a transfer partner of MR, UR, and SPG. We suggest that readers who have a use for it consider redeeming VS miles for ANA first class—and try to redeem VS into bankruptcy—to show our determination to oppose racism. Feel free to leave a comment and share your thoughts on this incident.