BANGKOK, Thailand – Suvarnabhumi Airport has apologized after a security officer was filmed behaving inappropriately towards a passenger during a screening dispute involving drinking water, and confirmed that the employee has been temporarily suspended pending an investigation. The incident took place on October 23 at 3.16pm at the domestic passenger screening checkpoint in Concourse B. The passenger was travelling with family members, including a young child.
The dispute concerned three containers of water brought to the security checkpoint: two bottled waters and one child’s drinking bottle. Airport authorities said security staff explained the restrictions on carrying liquids into the aircraft cabin and considered the child’s need for water.
According to the airport’s initial findings, the officer allowed one bottled water and the child’s drinking bottle through the checkpoint, but refused the second bottle.
After reviewing CCTV footage and information from the staff involved, the airport found that an exchange between the passenger and security officer became tense, with both sides displaying emotion. The officer subsequently behaved inappropriately towards the passenger. Suvarnabhumi Airport said the conduct did not meet its service standards, stressing that security personnel must remain calm and treat passengers politely and professionally, even in difficult situations.
The airport coordinated with Airports of Thailand Security Company Limited (AOT Security), the officer’s employer, to investigate the incident. On October 29, the company ordered the employee to stop performing duties temporarily while the investigation continues. Airport authorities said passenger and baggage screening follows regulations set by the Civil Aviation Authority of Thailand and is essential to aviation safety.
Exceptions may be considered for food, milk and water needed by young children, subject to established security procedures. The airport apologized for the incident and said it would reinforce staff training in emotional control, patience and professional communication, while discouraging arguments or confrontations with passengers. (TNA)
