We affirm that we highly value the feelings of our employees and are disheartened by what has happened to the staff member in question. We assure we will learn from these events and amend our policies accordingly and have our Customer Relations Department handle all passenger complaints in the future without the need for confrontation between passengers and cabin crew.
We acknowledge and appreciate our staff member's feelings towards what has happened and both Mr. Tony and I will today (9 September 2016) be meeting with the staff member and the staff member's family to extend our genuine apologies.