Hanoi airport firm suspends staff member for throwing passports at passenger

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Photos from the Facebook post of the passenger showing passports on the ground and the check-in woman posing with two fingers. Photo credit: kienthuc.net.vn Photos from the Facebook post of the passenger showing passports on the ground and the check-in woman posing with two fingers. Photo credit: kienthuc.net.vn

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The Hanoi Ground Services Company has suspended a check-in employee for “losing her temper” and throwing some passengers’ passports on the floor.
Nguyen Thu Sang, an employee of the company which is a partner of budget airline Vietjet Air, had an argument with passenger Nguyen Thi Van Anh on June 17 when Anh’s carry-on luggage exceeded the weight limit.
A statement from Vietjet and HSG said Sang had asked Anh to divide the baggage into smaller parts for her companions to carry, but she refused.
When Sang asked for Anh’s personal papers, the passenger threw them at her face.
Sang threw them back and the papers fell on the floor.
The passenger then came up and tried to slap Sang, who avoided it.
Anh continued to scream and the company had to send another employee to work with her.
Vietjet said Sang had been doing her job by asking the passenger to reduce her hand-on luggage.
It said the passenger’s reaction had been “inappropriate” since it caused chaos at the airport.
But it also admitted that Sang had failed to control her temper and flouted her code of conduct by throwing the papers.
A post on the passenger’s Facebook account, however, did not mention her throwing any documents or slapping the employee.
It said she had been traveling with four children and a person of nearly 80, and Sang had thrown their passports on the floor after refusing to let her put the children’s hand luggage in one bag for convenience.
She also posted a photo of the passports on the floor and another of Sang posing with two fingers when she threatened to take her photo.
“She was challenging me,” the passenger said.

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