Lijiang Airport Staff Under Fire for Tearing Up First-Class Passenger's Boarding Pass

The passenger, who was scheduled to fly from Lijiang to Kunming and then on to Hefei, had arrived at the airport and proceeded to the first-class check-in counter to ask about the connecting flight. However, the staff member at the counter was uncooperative and unhelpful, leading to a heated exchange between the two. The staff member's actions, as seen in the video, were widely condemned by netizens, who expressed outrage and disappointment at the lack of professionalism displayed by the airport staff.

The incident unfolded when a passenger, Mr. Sun, arrived at Lijiang Airport on February 8, 2025, after flying from Mianyang. He intended to transit to Kunming and then onward to Hefei. Upon arrival, Mr. Sun proceeded to the check-in counter to inquire about the transfer process. Initially, he saw a sign indicating "transfer" at the baggage claim area and approached the staff, assuming it was the transfer counter. However, the staff member informed him that it was not the transfer counter and directed him to go to the second floor or inquire at the information desk. Mr. Sun then went to the first-class check-in counter in the departure hall to ask about the transfer process. The staff member at the counter did not respond to his inquiry but instead asked about his destination and whether he had luggage, proceeding to check him in. When Mr. Sun pressed for information about the transfer counter and pointed out the issue with the airport's signage, the staff member became uncooperative, saying "don't ask me" and "(the sign) wasn't put up by me."

The situation escalated, and the staff member ripped up Mr. Sun's boarding pass. Fortunately, a nearby security officer intervened, guiding Mr. Sun to the first-class check-in counter to complete his check-in. The duty manager at the check-in counter apologized to Mr. Sun, who was eventually able to board his flight without further issues. Lijiang Airport has since apologized for the incident, acknowledging the staff member's inappropriate behavior and poor service attitude. The airport has promised to handle the matter according to regulations, including disciplinary action against the staff member involved, and to improve their services by reviewing transfer signage and enhancing staff training to boost their service awareness.

In response to the allegations, staff at Lijiang Sanyi International Airport stated that they are aware of the situation and are currently handling the matter. According to airport personnel, the signage in question was actually a directional indicator, meant to guide passengers on which way to proceed. They clarified that upon reaching the upper level, there is a dedicated counter for transfer procedures. The airport's response indicated that while they acknowledge the passenger complaints, the specific details of the situation require further verification to ascertain the facts accurately.

Public reaction to the incident has been divided. On social media, many have expressed outrage over the alleged mistreatment of the passenger by the airport staff, criticizing their attitude as unacceptable. Conversely, some defended the staff, suggesting that the passenger may have contributed to the escalation of the situation through their own behavior. Moreover, the incident has highlighted a disturbing trend at Lijiang Airport, where similar confrontations between staff and travelers have occurred in the recent past. This has led to calls for improvement in the airport's service standards to prevent such incidents from happening again. The incident has sparked a wider debate about the treatment of passengers by airport staff and the need for greater accountability and professionalism in the airline industry. As the investigation into the incident continues, it remains to be seen what actions will be taken against the staff member involved and what measures will be implemented to prevent such incidents from occurring in the future.