When he got there, he was told by a gate agent that he couldn't get on the plane. He was too late. Yet he claimed to have been eating his soup a mere 30 or 40 metres from the gate and reacted as soon as he heard his name being called.
But the Vietjet gate agent was having none of it. At first, she was militarily stoic. But when Luu protested, she tore up his boarding pass right in front of him. Customer service indeed
However, as is usually the case these days, the incident was captured on video. And the airline took the side of the passenger.
The gate agent had her pay and bonuses reduced because of what the airline termed as her "humiliating" attitude toward Luu.
The airline offered this statement: "The employee's attitude toward this passenger when delayed, and the act of cancelling the boarding pass, was not an appropriate way to communicate with customers."