Resolved complaint (112) about racial discrimination in the provision of goods and services

About the complaint

The complainant advised she is of South Asian origin and has brown skin. She alleged that while on a flight with the respondent airline, a senior member of the flight crew was unpleasant and rude towards her. She claimed the same crew member was pleasant and polite to non-Asian passengers. She claimed the airline did not respond appropriately to her concerns and did not contact a witness who would corroborate her version of events.

The airline denied discrimination and apologised if customer service during the flight did not meet the complainant's expectations. The airline said the complainant directed enquiries towards to the crew member at a time where her primary focus was the safe boarding of passengers and her ability to respond to individual requests for assistance was limited. The airline said it serves refreshments to passengers in a particular order and the complainant requested to be provided with refreshments before her turn.

The complaint was resolved. The airline's CEO wrote to the complainant apologising that the service she received did not meet her expectations. The airline also paid the complainant approximately $450 in compensation.

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