On the morning of August 23, 2010, Rolando Mendoza, a 55-year-old former Philippine National Police officer, hijacked a Hong Thai Travel Services tour bus in Manila carrying 25 people — 21 from Hong Kong and four Filipinos. Mendoza, armed with a handgun and an M16 rifle, demanded reinstatement to the police force, from which he had been dismissed in February 2009 following a 2008 extortion complaint by hotel chef Christian Kalaw. He claimed he had been framed and denied a fair hearing.
Negotiations, broadcast live by Philippine, Hong Kong, and international television networks, led to the release of nine hostages over several hours. Because the bus had a television and coverage showed police movements, Mendoza was able to track officers' positions, including snipers. In the evening, after the Office of the Ombudsman denied his reinstatement request and his brother, SPO2 Gregorio Mendoza, was arrested for breaching the police exclusion zone while carrying a gun during a negotiation attempt, Mendoza became agitated. He fired warning shots, and shortly after 7:21 pm began shooting hostages, starting with tour leader Masa Tse. Bus driver Alberto Lubang escaped and told police "Everyone is dead" before being moved away. A SWAT team failed for nearly an hour to force entry into the bus; after tear gas was deployed, Mendoza stepped out and was fatally shot by snipers. Eight hostages died and 13 survived with injuries ranging from minor to serious.
Separate investigations by the Philippine and Hong Kong governments both concluded that the Philippine authorities' handling of the crisis directly contributed to the hostages' deaths. The Philippine government's Incident Investigation and Review Committee, headed by Leila de Lima, identified eight critical errors, including failure to properly activate a crisis management committee, allowing Gregorio Mendoza to join negotiations and then arresting him, an inefficient and disorganized assault, and unrestricted media coverage of police operations. The committee recommended administrative or criminal charges against 15 individuals and organizations. Hong Kong's coroner's inquest, which began in February 2011, returned a verdict that all eight victims were "unlawfully killed," attributing the deaths to Philippine authorities' incompetent handling, though it assigned no criminal or civil liability.
The incident strained relations between the Philippines and Hong Kong/China. Hong Kong issued a "black" travel alert against the Philippines, later lifted in August 2014, and revoked visa-free privileges for Philippine diplomats. Manila Mayor Joseph Estrada and members of Mendoza's family apologized to Hong Kong; President Benigno Aquino III expressed regret but declined to issue a formal state apology, describing the killings as the act of one individual. In 2014, the Hong Kong government, Philippine government, and victims' families reached an agreement under which an undisclosed sum of compensation was paid to the victims' families. On April 12, 2018, Philippine President Rodrigo Duterte publicly apologized for the incident during an official visit to Hong Kong.