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Duty-free at London airport apologizes for discrimination [Copy link] 中文

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Post time 2018-2-13 16:38:18 |Display all floors

The file photo shows a duty-free company at London Heathrow Airport. [Photo: IC]

A duty-free company that runs its business at London Heathrow Airport apologized on Monday after Chinese customers accused it of alleged discrimination over its VIP voucher policy.

"As a global company we are committed to treating all our customers with respect and in a consistent and fair way," the company, the World Duty Free Group, said in a statement. "We would like to offer our sincere apologies to our customers who were in any way made to feel this was not the case."

"Once again, we would like to take this opportunity to apologize profoundly to all our valued customers," it said.

Chinese social media users alleged Chinese customers had to spend more than 1,000 pounds (1,383 U.S. dollars) to qualify for a discount voucher at World Duty Free. The Chinese social media users claimed customers from other countries needed just 79 pounds to receive the 20-percent discount voucher.

The latest statement is the second of the company's apology to customers since the outbreak of the discrimination row over the past days.

However, there is a difference in contents of English and Chinese versions of the statement, which was issued on Monday night on Facebook.

The English text did not mention Chinese customers explicitly, just simply talked about customers or "all our valued customers", while the Chinese version, immediately following the English one, did mention "the Chinese public".

The company did not respond to requests for an explanation of whether it did indeed discriminate against Chinese travelers.

The statement came amid pressures from Chinese people who aired their outrage in social media.

The first statement, issued on Monday on Twitter, did apologize, but failed to give a full explanation.

The claim that Chinese travelers were being discriminated against went viral with people posting to complain about mistreatment.

"The VIP program is designed to reward customers -- on top of our normal promotions -- at certain points of the year by offering an attractive incentive on a second purchase," said the latest statement from the company, which is headquartered in Bern, Switzerland.

"After close self-examination and having made further investigations, we have taken urgent steps to correct the implementation of this promotion going forward," the statement added.


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Post time 2018-2-13 23:22:01 |Display all floors
London (XXX) is falling down, falling down, my fair lady

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Post time 2018-2-14 07:29:22 |Display all floors
Allow me to be the first to complain on THIS social media site about the myriad of Chinese shops that discriminate against foreigners by charging them up to 10X what Chinese pay for the same item.
Stupid people are like Glowsticks. You want to snap them in half and shake the crap out of them until they see the light.
I love sarcasm. It's like punching someone in the head ... only with words

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Post time 2018-2-14 08:58:45 |Display all floors
if your stupid to shop at heathrows you deserve everything you get..
if you want something in life get off your backside, and do it yourself!! don't rely on others to do it for you

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Post time 2018-2-14 09:19:22 |Display all floors
cmknight Post time: 2018-2-14 07:29
Allow me to be the first to complain on THIS social media site about the myriad of Chinese shops tha ...

10x more? Dude, you must look real foreign. I get charged maybe 2x more, tops.

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2016 Most Valuable Member Medal Gold Medal

Post time 2018-2-14 12:25:59 |Display all floors


Chinese people: Please grow up and mature. Just a little. The world will recognise and appreciate it!

I do sympathise with those who felt wronged by that weird and discriminating policy, yes I do. And you were right in protesting.

But by now the policy has been abolished and no discrimination happens any more. The policy should never have been adopted, but the company did, and they responded responsibly to the justifiable complaints.

They even went public and did a mea culpa.

Do any Chinese businesses do that?

Not enough for you? What do you want?

The CHinese media insincerely complained the "apology" was not "sincere".

How do they establish that? Are they God? Are they saints? Are they perfect?

They moan and b1tsh about the bilingual apology": The English version speaks to all the customers who felt wronged while the Chinese version specifically mentions the CHINESE ones. The CHinese so-called "media" construe from this a deception.

Not long in the past, the same Chinese so-called "media" used to complain that no one in the world spoke Chinese, wrote Chinese even in their interactions with Chinese customers, tourists and visitors. Now many in the West do, and the Chinese so-called "media" lament now that the Chinese customers, visitors, tourists get treated differently.

Yes, to some extent that is trtrue! We make extra allowances for the linguistically challenged foreign visitors and tourists who come to our shores. In universities we tell them in CHINEESE that cheating is not tolerated in the West (which we have heard is very common and accepted in China!).

China, grumpy China: Please tell us what you want. You never seem to be satisfied with anyone and anything.


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Post time 2018-2-14 22:48:51 |Display all floors
This post was edited by emanreus at 2018-2-14 22:49
seneca Post time: 2018-2-14 12:25
Chinese people: Please grow up and mature. Just a little. The world will recognise and appreciate  ...

OK ol'chap
Dry your tears, I'll reimburse you for unhappiness

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