The offensive airline manual

Have you heard? Air New Zealand has apologised to the Tongan community for profiling them in the cabin crew manual as passengers who tend to overindulge in alcohol on long-haul flights. Quoting Times Online, the manual wrote that South Pacific islanders had the tendency to “drink the bar dry”.

Written in 2008, the manual also contained profiles of other nationalities. Chinese customers were said to be “extremely demanding”, while Japanese passengers expected water and reading material during mealtimes. Koreans were perceived to expect good manners and patience from cabin crew, and Samoans “greatly appreciated rugs”.

Needless to say, this manual sparked some anger amongst Tongans. Tevita Finau, a Tongan community leader based in Wellington, was offended by the implication and found it untrue. The airline promptly apologised to the Tongan community, assuring that an updated training manual currently in use did not mention “cultural components”.

Whether we want to admit it or not, profiling is common and I believe it helps give the cabin crew a rough gauge of certain nationalities so as to manage their expectations. Of course, putting such cultural idiosyncrasies in an airline manual can be pretty sensitive. Unless you intend to circulate the manual internally (and apparently not for Air New Zealand, because how did we find out?), perhaps we should all think twice before we put it down on paper, lest we offend.