A couple of weeks ago, I posted about a viral Ethiopian Airlines denied boarding video. I wanted to provide an update, as this situation has evolved in an interesting way — first the airline defended itself, and now the victim is speaking out as well against the carrier’s defense.
In this post:
CNN correspondent shares “disgraceful” Ethiopian Airlines video
This incident happened on Friday, July 19, 2024, and involves an Ethiopian Airlines flight from Addis Ababa (ADD) to Nairobi (NBO). Specifically, we’re talking about flight ET308, scheduled to depart at 11:15PM, and operated by a Boeing 737 MAX 8.
Traveling in business class on this flight was CNN International Correspondent Larry Madowo (who generally seems like an awesome guy, by the way — I’m a sucker for CNN International). He took to Twitter/X to share the following with his 2.7 million followers:
Ethiopian Airlines kicked out a passenger on my flight because a minister took her seat. They didn’t apologize and they eventually forcefully offloaded her screaming. The minister did nothing. Disgraceful
It was almost 11.30pm and the next flight to Nairobi was the following day. The Ethiopian minister saw her fighting and he just sat there.
I had fallen asleep and was woken up by the commotion. She wanted this to go viral
There’s a 37-second video clip accompanying the above text, which shows a woman at the door of the aircraft. There’s not much context, but she says things like “I can’t do this because it’s your favorite people,” and “everyone is a taxpayer,” and “the minister is getting off.”
So the claim seems to be that this woman was kicked off the flight so that a seat could be given to some government minister. Obviously if that were true, the frustration would be warranted. On social media, people have called for boycotts of Ethiopian Airlines over this incident.
It’s especially tricky to know what to make of this when the person who made this incident viral is someone who “was woken up by the commotion,” so seemingly didn’t initially have much context for this, despite calling this “disgraceful.”
Ethiopian Airlines responds to accusations
Following the incident, Ethiopian Airlines took to social media, to share the company’s version of what happened. Let me just share the statement in full:
Ethiopian Airlines has watched the circulation of a viral video on various social media platforms depicting a passenger being removed from flight ET308 on July 19th, from Addis Ababa to Nairobi. We took the necessary time to investigate the matter thoroughly and bring the factual information to the public. On the date mentioned above, the flight experienced an overbooking situation.
Three individuals with standby economy class boarding pass arrived at the boarding gate just a few minutes before the scheduled departure time of the flight. The Boarding Agent advised them that the flight was full and they would be protected on the next flight.
However, they ignored the advice of the Boarding Agent and attempted to board the aircraft bypassing security personnel at the boarding gate. Our staff members courteously asked these passengers to disembark. One passenger acquiesced to this request, while the remaining two were escorted off the aircraft by security due to non-compliance.
It is pertinent to mention that these passengers were booked in economy class, and their seating was in no way influenced by the presence of a non-Ethiopian national VIP passenger in business class. Ethiopian Airlines follows a standard protocol wherein VIPs, Business Class Passengers, and Platinum ShebaMiles members are allowed to board subsequent to the seating of all other passengers.
A misapprehension arose among the standby passengers, leading to the distorted belief that their seats had been allocated to a VIP. This is not the case, and the circulating video does not reflect the true sequence of events.
We extend our gratitude to our patrons for allowing us the chance to clarify these circumstances before forming any judgments. Ethiopian Airlines is dedicated to the safety and well-being of all our passengers and to the adherence of our established operational guidelines.
The passengers affected by the overbooking were protected on the next available flight. We appreciate your understanding in this matter.
Obviously this paints a very different picture of what happened. On the surface, Ethiopian Airlines’ statement checks out for the most part. If this woman was supposed to be in economy while the minister was in business class, it’s not in any way clear how the two things would be connected. She she bumped from economy, and then other people downgraded from business class to economy, to make sense for the minister? That seems complex…
However, I do find this part of Ethiopian Airlines’ statement to be a bit suspicious:
Three individuals with standby economy class boarding pass arrived at the boarding gate just a few minutes before the scheduled departure time of the flight.
If they were on standby, why does it matter when they arrived at the gate? If the flight was full, the flight was full. Maybe the airline is just oversharing information here, but it also makes me wonder if they just arrived at the gate too late, and their seats were given away. Even so, that shouldn’t have anything to do with the minister in business class.
CNN correspondent responds to Ethiopian Airlines
So, there’s now an interesting additional update. Larry Madowo, the same CNN journalist who made this viral in the first place, tracked down Aisha, the passenger in the viral video, and interviewed her. Now this is good and interesting journalism!
Aisha claims that the airline is lying, and states the following:
- Aisha claims she wasn’t a standby passenger, and that she had confirmed tickets that she booked on March 5, with seats assigned
- Aisha had checked bags, and only at the gate (and not at check-in) was she informed that she was no longer confirmed on the flight, but was on standby
- The airline never apologized to her or reached out to her at all
- She said the reason she knew there was a minister on the plane was because an Ethiopian Airlines staff member told her that an important minister booking at the last minute was the reason that she wasn’t on the flight
- Once off the plane (after the incident captured on video), the police was called, and she was forced to delete the videos she had taken; she was told that she’d be rebooked on the next flight, but was only rebooked 24 hours later, and wasn’t given hotel accommodation
Bottom line
An Ethiopian Airlines situation is going viral, whereby it was claimed that someone was kicked off a flight in order to accommodate a government minister. The video was viewed tens of millions of times, with many calling on a boycott of the airline.
The airline responded to this incident with a completely different version of events. The company claims that the woman was traveling standby in economy, and there was no room to accommodate her. According to the airline, there was a minister in business class, but that had nothing to do with her situation. So she decided to storm the jet, and was then removed.
However, she then responded to that by claiming that she had a confirmed ticket, and that staff even told her that the reason she was bumped from the flight was due to the government minister.
I’m not sure what exactly to make of this, but I did want to post the update, to be balanced, and share both sides of the story.
What do you make of this Ethiopian Airlines situation?
All of what she claims in response to ET's long public answer can be proven. Have her show her boarding passes? Have her show the other documents to prove her story. What ET says in their long answer makes sense.
Added to the list of "don't bother flying with" airlines. Right after Etihad.
When I flew through ADD the staff confiscated a candle which I’d bought in duty free at CPT airport because it was “illegal” but rather than put it in the locked bin for confiscated items she put it in her drawer. I asked to see the guidelines which said it was illegal and she refused. When I got them up there was no such thing and you could even take lighters onboard according to the...
When I flew through ADD the staff confiscated a candle which I’d bought in duty free at CPT airport because it was “illegal” but rather than put it in the locked bin for confiscated items she put it in her drawer. I asked to see the guidelines which said it was illegal and she refused. When I got them up there was no such thing and you could even take lighters onboard according to the Ethiopian CAA.
However the Ethiopian staff threatened to have me arrested or removed from my flight if I made any further complaint.
Very corrupt country with staff I wouldn’t trust at all. Never flown with them again after that.
I've had extensive experience flying in Africa and have personally been at the receiving end of some ET aggression when a staff member on a boarding bus threatened to offload me if I didn't hold-check my hand luggage. I know that African Airlines are champions at gaslighting and stonewalling in the face of criticism, so I personally feel inclined to take ET's statement with a pinch of salt. Only proven facts might help shed more...
I've had extensive experience flying in Africa and have personally been at the receiving end of some ET aggression when a staff member on a boarding bus threatened to offload me if I didn't hold-check my hand luggage. I know that African Airlines are champions at gaslighting and stonewalling in the face of criticism, so I personally feel inclined to take ET's statement with a pinch of salt. Only proven facts might help shed more impartiality to the situation.
For example, it's a little odd that a passenger was able to 'bypass security' and head straight on board an aircraft. Surely ET would have systems in place to ensure that wouldn't happen? And indeed with regard to the remark on appearing at the gate at the last moment, I would also imagine CCTV footage would corroborate the statement (or not!).
Is it possible that someone was downgraded because of the VIP and given her seat?
but as someone here rightly pointed, seeing the passenger's boarding pass would answer a lot of questions
Case would be immediately closed if she had shown her booking - or ticket receipt with travel date and confo. Name and PNR blanked out of course.
Seems nowadays we need legal counsel for every little thing.
Even still it's the boarding pass that REALLY counts.
Does it have a seat number or does it show SBY?
US Airlines have also been known to downgrade a passenger or remove them from the flight if a government official (or Senator/Representative) needs the seat. Trust me it happens especially at DCA.
I'm also confused why they first claim that the flight was overbooked, and then later claim that the pax was a standby. Seems like they're throwing spaghetti at the wall to see what sticks.
"Aisha claims she wasn’t a standby passenger, and that she had confirmed tickets that she booked on March 5, with seats assigned."
Mr. Madowo should have asked Aisha for a copy of their itinerary or tickets, email or paper, to support their statement that they had a reserved seat.
The foundation of their claim is that they were not stand-by, that they had reserved seats. As an investigating journalist, I would have asked to...
"Aisha claims she wasn’t a standby passenger, and that she had confirmed tickets that she booked on March 5, with seats assigned."
Mr. Madowo should have asked Aisha for a copy of their itinerary or tickets, email or paper, to support their statement that they had a reserved seat.
The foundation of their claim is that they were not stand-by, that they had reserved seats. As an investigating journalist, I would have asked to see their tickets or itinerary.
Without seeing that, it is all still conjecture.
Standby in this context means the flight was oversold. The status on their boarding pass SBY.
If you were a journalist investigating this, would you report that they claimed to buy the ticket x days out, or would you just ask to see a copy of the ticket and verify it yourself?
Like many have said, if they didn't do olci, they may well have been bumped to standby. Still not clear how that's impacted by a rev or non rev J if they were in Y (again just check the...
If you were a journalist investigating this, would you report that they claimed to buy the ticket x days out, or would you just ask to see a copy of the ticket and verify it yourself?
Like many have said, if they didn't do olci, they may well have been bumped to standby. Still not clear how that's impacted by a rev or non rev J if they were in Y (again just check the ticket).
The one thing we can all agreed on is that ET was extremely on brand in their bungling of this. I like ET and have flown a fair amount with them, they're fine 90% of the time, but when they get it wrong, it's usually a dumpster fire.
If this is what really happened, shame on them.
I mean if you are desperate for a seat at the last minute cos some minister needs to travel ask for a VOLUNTEER to offload themself, offer compensation, hotel, meals and a confirmed seat on the next flight.
Many airlines worldwide avoid denied boarding issues on overbooked flights where everyone shows all the time by using this method. Almost guaranteed they will have a few takers in no rush happy for the cash.
Why pay cash when you can just drag some random pax off the plane? This is Africa...
Would never happen in the USA. Lol
While it could happen anywhere in the world, I’m sure more a few would be more than willing to get dragged out for an (alleged) multi million dollar settlement; only in the USA, in Africa you’d be lucky to even get accommodation (this lady was not so lucky).
Ben
I take exception to your liking cnn international, which is a biased, garbage, anti Semitic network. I'd have thought You would known better.
Naw dude lucky is a liberal. On par for the course.
Brandon - we were looking forward to your opinion. Now that we have it we can move on with our lives
Obviously, airline is lying. Shame on them.
Possibly. But I wonder when she checked in for her flight. I have been on overbooked flights in the USA before basic economy fares started and in that case the last people to check in are denied boarding. Oftentimes, passengers believe that the date of purchase of the ticket is what matters, but when a flight is overbooked, an airline starts to plan how to handle it hours in advance. If someone shows up 90...
Possibly. But I wonder when she checked in for her flight. I have been on overbooked flights in the USA before basic economy fares started and in that case the last people to check in are denied boarding. Oftentimes, passengers believe that the date of purchase of the ticket is what matters, but when a flight is overbooked, an airline starts to plan how to handle it hours in advance. If someone shows up 90 minutes before departure and checks in at the airport and not online in advance, then they run a higher risk of being the passengers denied boarding. Regardless of the circumstances, security clearly failed on multiple levels if Ethiopian are telling the truth.