Asked to Open a Water Bottle Due to Wrist Pain, Got Mocked? Uproar Over In-Flight Response on British Airways

"Flight attendants are safety officers" vs. "Basic service is part of the job"
Similar cases resurface, sparking debate over the scope of in-flight service

A passenger's account that he asked a flight attendant to open a water bottle on a plane and received a mocking reply has emerged, sparking debate online.

On February 18, Yonhap News TV reported, citing the British outlet the Daily Mail, that a recent conversation between a man and a flight attendant on board has ignited controversy over the role of cabin crew.

A passenger’s account that they asked a flight attendant to open a water bottle for them and received a mocking reply has surfaced, sparking debate online. The photo is not related to the specific content of the article. Pixabay

Recently, a man named Michel Joseph shared on social media the experience he had on a British Airways flight. He explained that he had difficulty opening a bottle of water provided by the airline on board. Because he had run to catch the flight, he said his hands were weak and the bottle cap would not open easily. The passenger next to him was asleep, so it was also hard to ask for help. In the end, he asked a flight attendant to open the bottle cap for him. However, he claimed that after the flight attendant reconfirmed his request, the attendant replied along the lines of, "Is that really so hard?"

Joseph said, "I only asked politely," and pointed out, "There could be situations where someone needs help for reasons that are not outwardly visible, such as a wrist injury, but the attendant showed an attitude that did not take such possibilities into account." As the video spread via social media, an intense debate broke out among users over whether the passenger's request was reasonable.

"They should help" vs. "Flight attendants are not waiters"

Those defending Joseph argued, "It was a simple request that the flight attendant could easily have helped with," and said, "This kind of assistance falls within the basic scope of in-flight service." Some users pointed out, "He might have a wrist injury or disability, so you shouldn't judge based only on appearances." One commenter took a more neutral stance, suggesting that the misunderstanding might have been reduced if he had explained the situation more specifically by saying something like, "This bottle cap is hard to open. I don't have much strength in my hands. Could you help me?"

Opponents countered, "The primary role of flight attendants is to ensure passenger safety," and argued, "Their main job is to prepare for potential in-flight emergencies, not to act as service staff handling trivial personal requests." Others added that "people need to have an attitude of trying to solve small problems on their own."

Similar cases resurface... Where do the boundaries of in-flight service lie?

This is not the first time there has been controversy over the role of flight attendants on board. Overseas online communities have previously shared cases in which passengers asked crew to put heavy carry-on luggage into the overhead bin and were told, "We cannot assist due to safety regulations." On another flight, a passenger asked the crew to heat up baby food and was informed that such requests were restricted "because of fire risk," which also sparked debate. While the detailed rules differ by airline, they share a common principle that the top priority of flight attendants is ensuring safety.

The debate over the role of flight attendants onboard is not new. Overseas online communities have previously shared cases where a passenger asked the crew to lift heavy cabin baggage into the overhead bin and was told, "We cannot assist due to safety regulations." The photo is not related to any specific content of the article. Pixabay

Aviation industry officials explain that "flight attendants are responsible for cabin safety, and responding to emergencies is their core work," but add that "basic customer service is also part of their duties." Analysts say that differences in perception can ultimately arise depending on the situation, the context, and the way the request is made. British Airways is reported not to have issued an official statement regarding this controversy.