Suvarnabhumi Airport has apologised for the inappropriate conduct of one of its security officers while dealing with a group of passengers, saying disciplinary action has already been taken against the officer involved.
The apology follows the circulation of a video on social media showing an altercation between airport security personnel and fans of a Chinese artist at the airport at about 11pm on July 29.
In a statement posted on its Facebook page, the airport detailed the sequence of events that led to the altercation.
A group of fans of a Chinese artist, who were passengers on Thai Airways flight TG674 from Suvarnabhumi to Beijing, followed the artist into an airline lounge despite not being entitled to use the facility.
Thai Airways staff requested assistance from airport security officers, who escorted the fans out of the lounge. The airport said the group then continued following the artist and causing disruptions as they moved to the departure lounge at the gate.
There, the fans refused to cooperate with the boarding pass inspection, attempting to rush after the artist down the boarding bridge towards the aircraft door. Once the artist had boarded the aircraft, airline staff temporarily closed the aircraft door to prevent fans who had not yet completed the boarding process from entering the plane, according to the airport.
Airport security officers and airline staff then pushed the group back into the departure waiting area.
As a result of the incident, Thai Airways denied boarding to all 22 members of the fan group for failing to comply with security procedures and airline rules, saying it was concerned that the group could continue causing disruptions onboard, which could become difficult to control after take-off.
The incident also delayed the flight.
The airport said 12 of the passengers agreed to have their checked baggage removed from the aircraft, while the remaining 10 refused and became upset after being denied boarding.
According to the statement, the group provoked security personnel during the operation, leading to the confrontation seen in the widely shared video.
Although the airport said the officers had intervened to protect passenger safety and maintain flight security, it acknowledged that some security personnel displayed inappropriate behaviour that fell short of the airport's service standards and procedures.
The airport also attached a video showing the sequence of events to its Facebook post.
Captain Chananat Rodkul, the airport's security director, ordered disciplinary action against the officers concerned and instructed all security personnel to adhere to standard operating procedures, exercise self-control and treat passengers appropriately under all circumstances.
