Ladies and Gentlemen, good morning.
KLM wishes to explain its position regarding crew-only lavatories in response to the incident onboard KL855 flight to Incheon from Amsterdam of 10 February.
First of all, we would like to express our sincere apologies to all passengers who were offended by the operation and announcement of crew-only lavatories.
.It is not KLM policy to reserve lavatory for crew.
The decision was taken by the crew, and the announcement was written in Korean only and the English version was only added after it was pointed out by a passenger. This is a human mistake and we apologise for it.
We take the allegations that we have discriminated against a part of our passengers very seriously.. We are deeply sorry that this was viewed as discrimination, which was absolutely not the intention of the crew.
The issue was immediately reported to headquarters executives and is under investigation internally.
To prevent this from happening again, Our Executive Vice President for inflight service, Myriam Kartman, will take all necessary measures.
The members of that particular crew will talk with inflight senior management about the impact on the Korean passengers.
In addition, we have reminded yesterday to all KLM crew that it was not allowed to reserve a lavatory for the sole usage of the crew. And we will remind this at the crew briefing prior to departure to/from ICN.
We would like to take this opportunity to apologize to the passengers who have been inconvenienced onboard the KLM aircraft and to the people of the Republic of Korea who have been offended by the incident.
General Manager for Korea, Japan and New Caledonia