British Airways faces criticism over response to passenger sickened by excessive alcohol consumption on flight
LONDON – British Airways is facing public scrutiny after a passenger reported being vomited on during an 11-hour flight from Johannesburg, South Africa, to London Heathrow Airport, and subsequently receiving what he deemed an inadequate compensation offer. The incident highlights growing concerns about alcohol service and passenger conduct on long-haul flights.
Bruce McKenzie detailed his experience on social media, alleging that a fellow passenger consumed approximately ten miniature bottles of Bacardi rum in the early hours of the flight. He claims cabin crew continued to serve the passenger alcohol despite visible intoxication. The passenger subsequently became ill, vomiting on McKenzie, adjacent passengers, and the surrounding area.
“The flight was full and we were unable to move anywhere,” McKenzie wrote in his post, which has garnered significant attention. “An attempt was made to clean up the mess, but the whole experience was terrible and unacceptable, as the staff giving him this volume of alcohol was complicit in the vomiting.”
McKenzie received a letter from British Airways offering either 10,000 Avios loyalty points or a £50 (approximately $63 USD) eVoucher as compensation. He publicly expressed his disgust at the offer, considering it a dismissive response to a deeply unpleasant ordeal.
British Airways, in its response to McKenzie, acknowledged the incident and apologized for the distress caused. The airline stated that cabin crew follow strict procedures regarding alcohol service and disruptive behavior, but acknowledged that “there are occasions where situations escalate despite their best efforts.” The airline added that the feedback would be used to review safety procedures.
The incident comes amid increasing reports of disruptive passenger behavior linked to alcohol consumption on flights globally. According to the International Air Transport Association (IATA), incidents of unruly passengers have been on the rise, with alcohol being a significant contributing factor. In 2017, IATA reported a one in every 1,053 flights experienced an unruly passenger incident. While data for 2023 is still being compiled, anecdotal evidence suggests the trend continues.
The UK Civil Aviation Authority (CAA) has issued guidance to airlines on responsible alcohol service, emphasizing the need for staff to monitor passenger consumption and intervene when necessary. However, enforcement remains a challenge, and the responsibility ultimately lies with individual airlines to implement effective policies.
Experts suggest the incident raises questions about airline liability and the balance between providing customer service and ensuring passenger safety. “Airlines have a duty of care to all passengers, and that includes preventing excessive alcohol consumption that could lead to disruptive or harmful behavior,” says Dr. Eleanor Hayes, a specialist in aviation safety at the University of London. “Offering a small voucher doesn’t address the fundamental issue of responsible alcohol service and the potential for harm.”
The incident has sparked a wider conversation online, with many passengers sharing similar experiences and criticizing airlines for prioritizing profit over passenger well-being. British Airways has been contacted for further comment.
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