Gatwick Airport review: The Chinese Southern Airlines 24th check-in counter in Zone J of the South Terminal of Kuwait Airport has engaged in discrimination.

Dear Sir or Madam,

I am writing to formally complain about a serious incident of discriminatory and abusive treatment I experienced at the China Southern Airlines check-in counter at London Gatwick Airport (South Terminal, Zone J) on my flight from London to Hangzhou，flight number：CZ654，date：27.12.2025，ETKT 7845500846345

During check-in, an Asian female staff member (approximately in her 40s–50s, dyed blonde hair, no visible staff ID) treated my companion and me with hostility, contempt, and intimidation. Her conduct went far beyond a normal policy explanation and caused us significant emotional distress.

Specifically:
• We were mocked and spoken to with a sarcastic and dismissive attitude when asking about baggage allowance, despite travelling together.
• When I requested to have my baggage checked only to Zhengzhou rather than the final destination, the staff member refused abruptly without providing a clear explanation or alternative solution.
• Due to our limited English proficiency, instead of offering assistance, she raised her voice, repeatedly rushed us, and shouted at us in a humiliating manner.
• She threatened that if my baggage was not checked through to the final sector, I would be required to forfeit my entire journey and demanded that I sign a document to give up my ticket.
• Despite clearly understanding Mandarin, she deliberately refused to communicate in Chinese and loudly called out for “someone who can speak English,” causing public embarrassment and distress.

I wish to emphasise that threatening a passenger with forfeiture of an entire ticket is not an acceptable or lawful way to communicate airline policy. Her behaviour constituted harassment and discriminatory treatment towards non-native English speakers.

Furthermore, I would like to draw your attention to the fact that prior to this incident, there have already been numerous complaints on major Chinese social media platforms, particularly Xiaohongshu (RED), reporting repeated negative encounters with the same staff member. These accounts describe consistent patterns of rude behaviour, deliberate obstruction, and discriminatory treatment towards Chinese passengers. This strongly suggests that this is not an isolated incident, but a recurring and systemic issue.

As a passenger with a documented history of mental health conditions, including moderate depression and bipolar disorder, this incident caused me serious psychological distress and emotional harm.

I therefore formally request that this matter be treated with the utmost seriousness. I ask for:
1. A full and transparent investigation into this incident;
2. A formal written apology;
3. Confirmation of what corrective or disciplinary actions will be taken;
4. Assurance that effective anti-discrimination and passenger-respect training will be enforced.

Should this matter not be handled appropriately, affected passengers reserve the right to escalate the issue through regulatory bodies and public channels, and to advise future travellers to reconsider using services where discriminatory practices appear to be tolerated.

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