Airline response: Passengers stranded for 7 and a half hours on a flight from Shanghai to Phuket | Time | Flight
On July 22nd, several passengers posted videos claiming that a flight of Lucky Air from Shanghai to Phuket, Thailand, flew to Penang, Malaysia midway and finally arrived at its destination, more than ten hours later than planned.
"Lucky Air suddenly took off just as it was about to land. Its original destination was Thailand, but it ended up in Penang, Malaysia, waiting for several hours." A passenger said that there were elderly people, children, and even infants on board who waited in a confined space for more than ten hours; There was no signal or network on the plane, and the connection was lost for more than ten hours, which made the family very worried. From the video it released, it can be seen that many passengers on the plane stood up, and the staff on board were explaining. Some passengers were excitedly saying to the staff, "It's been 10 hours! We've been waiting for 10 hours!"
On July 23rd, Upstream News contacted a passenger of the involved flight. She said that they have arrived at their destination so far, but there is no explanation from the airline about staying on the plane for more than ten hours. She also wants to apply for a complaint.
Upstream news reporters have checked multiple airlines and found that direct flights from Shanghai to Phuket, Thailand usually take about 5 hours.
On July 23rd, upstream news reporters contacted Jixiang Airlines. Customer service responded that after investigation, the flight was scheduled to depart from Shanghai Pudong International Airport directly to Phuket, Thailand, at 17:15 on the 21st. The actual departure time was 18:37, and the estimated arrival time in Phuket was 22:35 on the same day. Due to weather conditions, the flight made an alternate landing in Penang, Malaysia around 0am on the 22nd, stayed for 7 and a half hours, took off around 8am on the 22nd, and arrived at Phuket around 9am on the same day. Customer service stated that after the alternate landing, it is a normal takeoff. As for why did you stay so long? The customer service representative stated that the arrangements were made based on the specific situation on site. Airport staff will also explain this and try their best to ensure passenger safety. As for the passenger's question of "why it is not possible to disembark within a few hours of alternate layover", customer service personnel stated that they are currently providing feedback on the situation and will receive a detailed response from the specialist later. As of the time of press release, we have not received a response from the journalist yet.
Upstream news reporters found that according to the "Regulations on Normal Flight Management", after a delay on board, the carrier should notify passengers of the delay reason, estimated delay time, and other flight dynamic information every 30 minutes. During the onboard delay period, the carrier shall ensure the normal use of washing equipment without affecting aviation safety. If the delay on board exceeds 2 hours, drinking water and food should be provided to the passengers on board. If the delay on board exceeds 3 hours and there is no clear departure time, the carrier shall arrange for passengers to disembark and wait on the aircraft without violating aviation safety and security regulations. Those who fail to arrange passengers to disembark and wait according to regulations shall be fined between 80000 yuan and 100000 yuan.
