China Brands, Marketing & Consumers
‘Carpet Pacific’: A Timeline of the Cathay Pacific Scandal Through Weibo Hashtags
Cathay Pacific flight attendants mocking non-English speaking passengers by saying, “If you can’t say blanket, you can’t have it,” has sparked a major controversy and caused a marketing catastrophe.
Last week, Xiamen Airlines was the focus of attention on Chinese social media after one of their pilots was caught secretly filming a female staff members in the ladies room. This week, the focus has shifted to Cathay Pacific, as the Hong Kong-based airline faced accusations of discrimination against travelers from mainland China.
The incident gained significant attention on May 22 when a user of the Xiaohongshu (Little Red Book) app shared a public complaint about the Hong Kong airline. In the post, the author, who claimed to have resided in Hong Kong for eleven years, expressed their inability to remain silent after witnessing overt discrimination on a Cathay Pacific CX987 flight from Chengdu to Hong Kong.
The passenger said they were seated near the area where the flight attendants rest and prepare meals, and that they could hear the cabin crew making fun of passengers who could not speak English. Passengers who tried to ask them for help in English about filling out immigration cards allegedly also received impatient responses. The passenger recorded some of their conversation, and later posted the audio clip online.
In one clip, you can hear the staff laughing about a passenger who wanted a blanket but could not properly say it in English. “If you cannot say blanket, you cannot have it,” they joked. Since some passengers allegedly had used the word ‘carpet’ instead of ‘blanket’, the cabin crew can be heard saying: “A carpet is on the floor.”
The biggest China social story of the past few days started with one passenger exposing Cathay cabin crew mocking & discriminating against non-English speaking (Mainland) passengers. His complaint and this 30 second audio snippet led to them being fired, and a social media storm. pic.twitter.com/BDuabQcm0S
— Manya Koetse (@manyapan) May 27, 2023
Since the incident was first exposed on social media, it turned into a major controversy and a marketing crisis for the Cathay Pacific company. As Cathay was condemned by million of netizens, many also vowed to boycott the airline.
Cathay Pacific has been hit hard by the pandemic, and was seeing an increased demand for travel into the Chinese Mainland since quarantine-free travel between Hong Kong the Mainland was finally resumed on January 8 of this year. Cathay is heavily dependent on the Chinese market, and approximately 70% of its revue reportedly comes from China (#国泰航空近七成营收来自中国#).
The incident has ignited anger due to the discriminatory treatment of mainland customers by a Hong Kong company, leading to further discussions on anti-Chinese sentiments in Hong Kong and the role of language in fostering (or hindering) national unity between mainland China and Hong Kong.
This is a timeline of the incident through Weibo hashtags that have gone trending over the past few days.
▶︎ The Cathay Discrimination Audio Leaked Online #国泰空乘歧视乘客录音曝光# (260 million views)
After a netizen posted about supposed discrimination against non-English speaking passengers by cabin crew members on the Cathay Pacific CX987 flight, the incident soon garnered widespread attention on Chinese social media, especially when the 30-second audio was also shared online (hear the audio snippet here).
▶︎ Cathay Pacific Apologizes #国泰航空致歉# (210 million views)
On May 22, Cathay Pacific soon issued a response apologizing for the passenger’s experience and promised a thorough investigation. However, their initial apology was considered inadequate by many netizens, and only sparked more debates about the discrimination against mainland Chinese passengers within Cathay’s work environment.
On May 23, Cathay Pacific issued a second apology via social channels, mentioning that they had contacted the passenger and that they had suspended the flight attendants involved.
▶︎ Cathay Pacific Uses Standard Mandarin to Apologize #国泰航空行政总裁用普通话道歉# (10 million views)
Lin Shaobo apologizes using Standard Mandarin, image via Weibo.com.
During a media briefing in Guangzhou on May 24, Cathay Pacific CEO Lin Shaobo (林绍波) once again expressed his sincere apologies on behalf of Cathay for the incident. In doing so, he used Standard Mandarin, the national language of mainland China.
▶︎ Three Employers Fired for Discriminating Against Passengers #国泰航空3名歧视乘客空乘被解聘# (460 million views)
At this time, it was also announced that Cathay had completed their investigation into the matter and, in accordance with the company’s regulations, had dismissed the three involved cabin crew members. Lin Shaobo clarified that the airline maintains a “zero tolerance” approach towards any employees who violate the company’s rules and ethical standards.
▶︎ Cathay Pacific’s Flight Attendant Union Regrets the Incident #国泰空乘工会对空姐被解聘感到遗憾# (180 million views)
On May 24, there was some online turmoil over a statement issued by Cathay Pacific’s Flight Attendant Union (FAU). In the statement, the union expressed that Cathay is “facing a shortage of both manpower and resources, a significant increase in workload and low salaries.” Because these problems are ignored, Cathay is seeing an “extremely low” morale among cabin crew and more complaints regarding cabin service. “Nothing comes from nothing,” the statement said. The Union was criticized for “whitewashing” the cabin crew’s discrimination against non-English-speakers.
▶︎ No Official Support for The Union #国泰航空称空中服务员工会不代表国泰# (130 million views)
On May 25, Cathay Pacific issued a statement in which they clarified that The Union is an independent labor union and does not represent the company. They also clarified that did not support the union’s position nor agreed with it.
▶︎ Hu Xijin Recommends Mainland Passengers to Speak Mandarin #胡锡进建议乘国泰航空只讲普通话# (910,000 views)
Chinese political & social commentator Hu Xijin (@胡锡进) also responded to the Cathay incident in multiple posts. In one of them, he suggested that mainland passengers should primarily speak Mandarin when they fly Cathay in the future. Since so much of their customer base is from mainland, Cathay should have enough cabin crew speaking Mandarin, he argued. Hu also reflected on how Cathay also caused controversy in 2019, when it would not stop staff from joining the Kong Kong pro-democracy protests. According to Hu, the company should pay attention to “correcting the values” of their employees.
▶︎”Leaked” Internal Email Labeled as Fake News #国泰航空称网传英文内部信件为伪造# (77 million views)
Post by Cathay in which they deny that this “leaked memo” is authentic. Screenshot by What’s on Weibo.
In the meantime, some images circulated online that allegedly showed an internal Cathay Pacific memo by the company’s HK Express CEO Mandy Ng in which a warning was issued to be “cautious when engaging with customers from China and be aware of their media culture.” That memo was labeled as being false by Cathay Pacific.
▶︎ Hong Kong Perfomer Condemns Cathay for Incident #香港演员怒斥国泰空乘歧视乘客# (170 million views)
Hong Kong celebrity Maria Cordero, nicknamed ‘Fat Mama’ (肥妈) went trending on Weibo for condemning the Cathay Pacific crew members in a recent interview. “Is speaking English that important?” she wondered: “The whole world is learning Chinese!” She also expressed that the primary duty of flight attendants is to look after passengers and help solve their problems. If they are incapable of fulfilling their duty, they should be sacked.
▶︎ Blankets for Everyone #旅客称现在国泰的航班挨个发毛毯# (6.5 million views)
According to passengers flying Cathay after the ‘blanket incident,’ the cabin crew went around explicitly asking all passengers if they needed any blankets, making announcements in English, Mandarin, and Cantonese.
▶︎ Follow-up to the Incident #国泰航空空乘歧视乘客后续# (26 million views)
As the Cathay scandal keeps fermenting online, one commenter expressed a common viewpoint by stating: “If Cathay Pacific is so unwilling to serve Chinese people and they refuse to speak Mandarin, why don’t they clearly state that they don’t welcome Chinese passengers? They can’t have it both ways by earning money from Chinese tickets without providing the same level of service.”
Meanwhile, an online meme has gained popularity, depicting ‘Cathay Pacific’ as ‘Carpet Pacific’ in reference to the controversial comments made by the cabin crew.
Other memes include the quote: “If you cannot say blanket, you cannot have it,” or include the phrase “no zuo no die” – a popular internet meme that basically means ‘what goes around comes around.’
Those flying China Southern Airlines or Eastern Airlines are posting about their warm on-board blankets, joking: “I didn’t even have to say ‘blanket’ and still got it!”
By Manya Koetse
Get the story behind the hashtag. Subscribe to What’s on Weibo here to receive our newsletter and get access to our latest articles:
Spotted a mistake or want to add something? Please let us know in comments below or email us. First-time commenters, please be patient – we will have to manually approve your comment before it appears.
©2023 Whatsonweibo. All rights reserved. Do not reproduce our content without permission – you can contact us at info@whatsonweibo.com.
China Brands, Marketing & Consumers
Zara Dress Goes Viral in China for Resemblance to Haidilao Apron
Who’s gonna buy this Zara dress in China? “I’m afraid that someone will say I stole the apron from Haidilao.”
A short dress sold by Zara has gone viral in China for looking like the aprons used by the popular Chinese hotpot chain Haidilao.
“I really thought it was a Zara x Haidialo collab,” some customers commented. Others also agree that the first thing they thought about when seeing the Zara dress was the Haidilao apron.
The “original” vs the Zara dress.
The dress has become a popular topic on Xiaohongshu and other social media, where some images show the dress with the Haidilao logo photoshopped on it to emphasize the similarity.
One post on Xiaohongshu discussing the dress, with the caption “Curious about the inspiration behind Zara’s design,” garnered over 28,000 replies.
Haidilao, with its numerous restaurants across China, is renowned for its hospitality and exceptional customer service. Anyone who has ever dined at their restaurants is familiar with the Haidilao apron provided to diners for protecting their clothes from food or oil stains while enjoying hotpot.
These aprons are meant for use during the meal and should be returned to the staff afterward, rather than taken home.
The Haidilao apron.
However, many people who have dined at Haidilao may have encountered the following scenario: after indulging in drinks and hotpot, they realize they are still wearing a Haidilao apron upon leaving the restaurant. Consequently, many hotpot enthusiasts may have an ‘accidental’ Haidilao apron tucked away at home somewhere.
This only adds to the humor of the latest Zara dress looking like the apron. The similarity between the Zara dress and the Haidilao apron is actually so striking, that some people are afraid to be accused of being a thief if they would wear it.
One Weibo commenter wrote: “The most confusing item of this season from Zara has come out. It’s like a Zara x Haidilao collaboration apron… This… I can’t wear it: I’m afraid that someone will say I stole the apron from Haidilao.”
Funnily enough, the Haidilao apron similarity seems to have set off a trend of girls trying on the Zara dress and posting photos of themselves wearing it.
It’s doubtful that they’re actually purchasing the dress. Although some commenters say the dress is not bad, most people associate it too closely with the Haidilao brand: it just makes them hungry for hotpot.
By Manya Koetse
Independently reporting China trends for over a decade. Like what we do? Support us and get the story behind the hashtag by subscribing:
Spotted a mistake or want to add something? Please let us know in comments below or email us. First-time commenters, please be patient – we will have to manually approve your comment before it appears.
©2024 Whatsonweibo. All rights reserved. Do not reproduce our content without permission – you can contact us at info@whatsonweibo.com.
China Brands, Marketing & Consumers
More than Malatang: Tianshui’s Recipe for Success
Zibo had its BBQ moment. Now, it’s Tianshui’s turn to shine with its special take on malatang. Tourism marketing in China will never be the same again.
During this Qingming Festival holiday, there is one Chinese city that will definitely welcome more visitors than usual. Tianshui, the second largest city in Gansu Province, has emerged as the latest travel hotspot among domestic tourists following its recent surge in popularity online.
Situated approximately halfway along the Lanzhou-Xi’an rail line, this ancient city wasn’t previously a top destination for tourists. Most travelers would typically pass through the industrial city to see the Maiji Shan Grottoes, the fourth largest Buddhist cave complex in China, renowned for its famous rock carvings along the Silk Road.
But now, there is another reason to visit Tianshui: malatang.
Gansu-Style Malatang
Málàtàng (麻辣烫), which literally means ‘numb spicy hot,’ is a popular Chinese street food dish featuring a diverse array of ingredients cooked in a soup base infused with Sichuan pepper and dried chili pepper. There are multiple ways to enjoy malatang.
When dining at smaller street stalls, it’s common to find a selection of skewered foods—ranging from meats to quail eggs and vegetables—simmering in a large vat of flavorful spicy broth. This communal dining experience is affordable and convenient for solo diners or smaller groups seeking a hotpot-style meal.
In malatang restaurants, patrons can usually choose from a selection of self-serve skewered ingredients. You have them weighed, pay, and then have it prepared and served in a bowl with a preferred soup base, often with the option to choose the level of spiciness, from super hot to mild.
Although malatang originated in Sichuan, it is now common all over China. What makes Tianshui malatang stand out is its “Gansu-style” take, with a special focus on hand-pulled noodles, potato, and spicy oil.
An important ingredient for the soup base is the somewhat sweet and fragrant Gangu chili, produced in Tianshui’s Gangu County, known as “the hometown of peppers.”
Another ingredient is Maiji peppercorns (used in the sauce), and there are more locally produced ingredients, such as the black fungi from Qingshui County.
One restaurant that made Tianshui’s malatang particularly famous is Haiying Malatang (海英麻辣烫) in the city’s Qinzhou District. On February 13, the tiny restaurant, which has been around for three decades, welcomed an online influencer (@一杯梁白开) who posted about her visit.
The vlogger was so enthusiastic about her taste of “Gansu-style malatang,” that she urged her followers to try it out. It was the start of something much bigger than she could have imagined.
Replicating Zibo
Tianshui isn’t the first city to capture the spotlight on Chinese social media. Cities such as Zibo and Harbin have previously surged in popularity, becoming overnight sensations on platforms like Weibo, Xiaohongshu, and Douyin.
This phenomenon of Chinese cities transforming into hot travel destinations due to social media frenzy became particularly noteworthy in early 2023.
During the Covid years, various factors sparked a friendly competition among Chinese cities, each competing to attract the most visitors and to promote their city in the best way possible.
The Covid pandemic had diverse impacts on the Chinese domestic tourism industry. On one hand, domestic tourism flourished due to the pandemic, as Chinese travelers opted for destinations closer to home amid travel restrictions. On the other hand, the zero-Covid policy, with its lockdowns and the absence of foreign visitors, posed significant challenges to the tourism sector.
Following the abolition of the zero-Covid policy, tourism and marketing departments across China swung into action to revitalize their local economy. China’s social media platforms became battlegrounds to capture the attention of Chinese netizens. Local government officials dressed up in traditional outfits and created original videos to convince tourists to visit their hometowns.
Zibo was the first city to become an absolute social media sensation in the post-Covid era. The old industrial and mining city was not exactly known as a trendy tourist destination, but saw its hotel bookings going up 800% in 2023 compared to pre-Covid year 2019. Among others factors contributing to its success, the city’s online marketing campaign and how it turned its local BBQ culture into a unique selling point were both critical.
Zibo crowds, image via 163.com.
Since 2023, multiple cities have tried to replicate the success of Zibo. Although not all have achieved similar results, Harbin has done very well by becoming a meme-worthy tourist attraction earlier in 2024, emphasizing its snow spectacle and friendly local culture.
By promoting its distinctive take on malatang, Tianshui has emerged as the next city to captivate online audiences, leading to a surge in visitor numbers.
Like with Zibo and Harbin, one particular important strategy used by these tourist offices is to swiftly respond to content created by travel bloggers or food vloggers about their cities, boosting the online attention and immediately seizing the opportunity to turn online success into offline visits.
A Timeline
What does it take to become a Chinese ‘celebrity city’? Since late February and early March of this year, various Douyin accounts started posting about Tianshui and its malatang.
They initially were the main reason driving tourists to the city to try out malatang, but they were not the only reason – city marketing and state media coverage also played a role in how the success of Tianshui played out.
Here’s a timeline of how its (online) frenzy unfolded:
- July 25, 2023: First video on Douyin about Tianshui’s malatang, after which 45 more videos by various accounts followed in the following six months.
- Feb 5, 2024: Douyin account ‘Chuanshuo Zhong de Bozi’ (传说中的波仔) posts a video about malatang streetfood in Gansu
- Feb 13, 2024: Douyin account ‘Yibei Liangbaikai’ (一杯梁白开) posts a video suggesting the “nationwide popularization of Gansu-style malatang.” This video is an important breakthrough moment in the success of Tianshui as a malatang city.
- Feb – March ~, 2024: The Tianshui Culture & Tourism Bureau is visiting sites, conducting research, and organizing meetings with different departments to establish the “Tianshui city + malatang” brand (文旅+天水麻辣烫”品牌) as the city’s new “business card.”
- March 11, 2024: Tianshui city launches a dedicated ‘spicy and hot’ bus line to cater to visitors who want to quickly reach the city’s renowned malatang spots.
- March 13-14, 2024: China’s Baidu search engine witnesses exponential growth in online searches for Tianshui malatang.
- March 14-15, 2024: The boss of Tianshui’s popular Haiying restaurant goes viral after videos show him overwhelmed and worried he can’t keep up. His facial expression becomes a meme, with netizens dubbing it the “can’t keep up-expression” (“烫不完表情”).
The worried and stressed expression of this malatang diner boss went viral overnight.
- March 17, 2024: Chinese media report about free ‘Tianshui malatang’ wifi being offered to visitors as a special service while they’re standing in line at malatang restaurants.
- March 18, 2024: Tianshui opens its first ‘Malatang Street’ where about 40 stalls sell malatang.
- March 18, 2024: Chinese local media report that one Tianshui hair salon (Tony) has changed its shop into a malatang shop overnight, showing just how big the hype has become.
- March 21, 2024: A dedicated ‘Tianshui malatang’ train started riding from Lanzhou West Station to Tianshui (#天水麻辣烫专列开行#).
- March 21, 2024: Chinese actor Jia Nailiang (贾乃亮) makes a video about having Tianshui malatang, further adding to its online success.
- March 30, 2024: A rare occurrence: as the main attraction near Tianshui, the Maiji Mountain Scenic Area announces that they’ve reached the maximum number of visitors and don’t have the capacity to welcome any more visitors, suspending all ticket sales for the day.
- April 1, 2024: Chinese presenter Zhang Dada was spotted making malatang in a local Tianshui restaurant, drawing in even more crowds.
A New Moment to Shine
Fame attracts criticism, and that also holds true for China’s ‘celebrity cities.’
Some argue that Tianshui’s malatang is overrated, considering the richness of Gansu cuisine, which offers much more than just malatang alone.
When Zibo reached hype status, it also faced scrutiny, with some commenters suggesting that the popularity of Zibo BBQ was a symptom of a society that’s all about consumerism and “empty social spectacle.”
There is a lot to say about the downsides of suddenly becoming a ‘celebrity city’ and the superficiality and fleetingness that comes with these kinds of trends. But for many locals, it is seen as an important moment as they see their businesses and cities thrive.
Even after the hype fades, local businesses can maintain their success by branding themselves as previously viral restaurants. When I visited Zibo a few months after its initial buzz, many once-popular spots marketed themselves as ‘wanghong’ (网红) or viral celebrity restaurants.
For the city itself, being in the spotlight holds its own value in the long run. Even after the hype has peaked and subsided, the gained national recognition ensures that these “trendy” places will continue to attract visitors in the future.
According to data from Ctrip, Tianshui experienced a 40% increase in tourism spending since March (specifically from March 1st to March 16th). State media reports claim that the city saw 2.3 million visitors in the first three weeks of March, with total tourism revenue reaching nearly 1.4 billion yuan ($193.7 million).
There are more ripple effects of Tianshui’s success: Maiji Shan Grottoes are witnessing a surge in visitors, and local e-commerce companies are experiencing a spike in orders from outside the city. Even when they’re not in Tianshui, people still want a piece of Tianshui.
By now, it’s clear that tourism marketing in China will never be the same again. Zibo, Harbin, and Tianshui exemplify a new era of destination hype, requiring a unique selling point, social media success, strong city marketing, and a friendly and fair business culture at the grassroots level.
While Zibo’s success was largely organic, Harbin’s was more orchestrated, and Tianshui learned from both. Now, other potential ‘celebrity’ cities are preparing to go viral, learning from the successes and failures of their predecessors to shine when their time comes.
By Manya Koetse
Independently reporting China trends for over a decade. Like what we do? Support us and get the story behind the hashtag by subscribing:
Spotted a mistake or want to add something? Please let us know in comments below or email us. First-time commenters, please be patient – we will have to manually approve your comment before it appears.
©2024 Whatsonweibo. All rights reserved. Do not reproduce our content without permission – you can contact us at info@whatsonweibo.com.
Weibo Watch: The Battle for the Bottom Bed
Zara Dress Goes Viral in China for Resemblance to Haidilao Apron
“Old Bull Eating Young Grass”: 86-Year-Old Chinese Painter Fan Zeng Marries 36-Year-Old Xu Meng
Chengdu Disney: The Quirkiest Hotspot in China
Where to Eat and Drink in Beijing: Yellen’s Picks
The ‘Two Sessions’ Suggestions: Six Proposals Raising Online Discussions
Top 9 Chinese Movies to Watch This Spring Festival Holiday
Party Slogan, Weibo Hashtag: “The Next China Will Still Be China”
From Pitch to Politics: About the Messy Messi Affair in Hong Kong (Updated)
Looking Back on the 2024 CMG Spring Festival Gala: Highs, Lows, and Noteworthy Moments
Two Years After MU5735 Crash: New Report Finds “Nothing Abnormal” Surrounding Deadly Nose Dive
More than Malatang: Tianshui’s Recipe for Success
“Old Bull Eating Young Grass”: 86-Year-Old Chinese Painter Fan Zeng Marries 36-Year-Old Xu Meng
Chengdu Disney: The Quirkiest Hotspot in China
In Hot Water: The Nongfu Spring Controversy Explained
-
China Insight2 months agoThe ‘Two Sessions’ Suggestions: Six Proposals Raising Online Discussions
-
China Arts & Entertainment3 months agoTop 9 Chinese Movies to Watch This Spring Festival Holiday
-
China Media2 months agoParty Slogan, Weibo Hashtag: “The Next China Will Still Be China”
-
China World2 months agoFrom Pitch to Politics: About the Messy Messi Affair in Hong Kong (Updated)