Yes, broken process is an issue in this case, like in many other organisations too. The problem with many CEOs sometimes is one of ego – they find that it is too much of a chore for them to personally be involved in apologising to an aggrieved party, or are afraid of legal liabilities. It happens here in Singapore too.

Agree with you on that. Assault is a truly terrible way to handle a paying passenger, and they need to do better (which I believe they are now). Thanks for standing up for what’s right!

It’s too late now and it’s all about damage control and setting things right. Broken processes should be fixed, review of unfair business practices such as the forced removal has to be made clear to public and at least a personal visit to Dr Dao. I’d think being a decent human being is what’s required at this point. Perhaps, this is a tall order for upper management behind the safe doors of his office in ivory tower especially in view of a lawsuit where they stand to lose even more. Even more so they will not admit liability.