近来，有网友在社交平台发帖，称从成都飞往香港的国泰航空CX987航班上有空乘人员歧视“非英语乘客”。事件在这几天内迅速发酵，引起外界的广泛关注。

 

 

23日晚间，认证为国泰航空有限公司北京代表处的微博账号上第三次针对该事件表态，行政总裁林绍波代表国泰航空在作出道歉的同时宣布“对三位涉事的空中服务员予以解聘”，并且再次重申对于个别员工严重违反公司规章制度及道德准则的行为，国泰航空将秉持“零容忍”的态度，绝不姑息。

 

 

Cathay Pacific Airways, a Hong Kong-based airline, apologized for a third time on Tuesday following an apology on Monday and dismissed three flight attendants after a passenger complained that its cabin crew kept using discriminatory words against non-English-speaking passengers on board. "I would like to reiterate that Cathay Pacific Airways has a zero-tolerance attitude toward serious breaches of our rules, regulations, and code of ethics by individual employees," the chief executive of the airline said in a statement issued on Tuesday.

 

事件回顾

 

 

 

 

“如果你不会说毛毯的英文，那你就不能拥有它”

 

事件起因是有网友在社交平台上发帖称，自己在21日搭乘国泰航空CX987航班，从四川成都飞往香港，座位刚好在最后一排靠近乘务员准备餐食及休息处。但是在航班上发生了令其认为“歧视非英语”乘客的事件。

 

 

该网民发布了一段31秒的详细录音，能听到飞行期间乘务员不时使用英语、粤语抱怨乘客，声称“如果你不会用英语说‘毛毯’，那你就不能拥有它”；还有乘务员嘲讽乘客分不清“carpet(地毯)”和“blanket(毛毯)”。

 

该网民称，起因应该是有乘客努力使用自己会的英文单词，想要向这些“只会英文的”乘务员拿毛毯，结果反被取笑。此外，还有附近的乘客在尝试用英文询问乘务员如何填写入境卡时，同样得到无比不耐烦的回答。

 

 

An audio clip made by a passenger on a flight from Chengdu to Hong Kong has exposed how stewards of Cathay Pacific behave with passengers from the Chinese mainland who cannot speak English. "If you cannot say blanket, you cannot have it," a steward is heard saying in the clip, purportedly made on Monday, after which one can hear her and, apparently, her colleagues laughing derisively.

 

The passenger who posted the clip on a social networking site said her co-passenger was sneered at because he could not speak good English and also other passengers who were asking questions in Chinese were treated badly.

 

该网友写道，“我真的很不理解，为什么对不讲英文和粤语的乘客有这么大的恶意，不要求额外热心的服务，请问为什么对旅客基本的尊重都做不到？”而在后续的帖子中，网友提及希望国泰彻查此事，公布调查结果，并加强员工培训。

 

“老毛病老不改，国泰航空飞不远”

 

相关音频引发全网关注，国泰航空于22日晚间和23日下午，相继发布声明。

 

 

"We solemnly apologize again for the passenger's experience on the fight CX987 on Sunday, which has aroused widespread public attention. We have conducted internal investigation and will release the result within three days," Cathay Pacific said on Tuesday. The airline vowed serious punishment to any words and deeds against airline regulations or professional ethics once they were confirmed. It also promised to reflect its shortcomings to improve service quality.

 

The second apology followed the first one released on Monday evening when Cathay Pacific said it was deeply sorry and is taking the incident very seriously and has already contacted the passenger.

 

对于这份致歉，网友们显然并不买账。

 

“看到国泰航空语言歧视勾起一些回忆”

“吐槽一下国泰航空的不专业服务”

“我在国泰也遇到了类似的歧视”……

 

网友们帖子中记录下的国泰航空，可以说是“老惯犯”了。比如空乘区别对待不同语言的乘客，国泰提供的酒水单为“全英文”等。社交媒体上类似内容不少，而发布时间上看在这一事件曝光前就已存在。

 

 

Netizens said it's not the first time such discrimination had been identified, and they asked Cathay Pacific to thoroughly address the problem.

 

对此，新华网评指出，对于国泰航空这样可以说是屡教不改的企业，仅仅是道歉就够了吗？

 

“

 

 

国泰航空欠的是一份服务顾客的诚意。作为一家企业，收着顾客的钱，却傲慢无礼，连基本的尊重都做不到，身处服务行业，一而再再而三地因服务问题被投诉，网友的愤怒指向的是其骨子里的傲慢和对顾客的轻视。这才是国泰航空一次次出问题，一边道歉，一边却坚决不改的症结所在。

 

消费者是会“用脚投票”的。从企业发展的角度来看，因为歧视乘客被舆论口诛笔伐，丢的可不仅是面子，还有市场。国泰航空要想长久‘泰’下去，得从根上看待这次舆情，从企业文化上找解决之道，而不是迫于舆论压力的言不由衷。

 

老毛病老不改，国泰航空还能飞多远，就是个问号了。

 

”

 

国泰航空在成都 资料图。图源：视觉中国

 

“对国泰机组人员不尊重内地乘客感到非常痛愤、失望”

 

5月24日，香港特区行政长官李家超发文表示，对国泰机组人员不尊重内地乘客感到非常痛愤、失望。

 

李家超表示：“有关香港国泰航空公司有机组人员对内地乘客作出不尊重言行，我感到非常痛愤、失望。这些不敬的言行伤害了香港和内地同胞的感情，破坏了香港一贯的尊重、有礼、共融的文化和价值观。我已向国泰航空行政总裁林绍波先生指出，事件破坏香港形象，伤害香港和内地同胞感情 ，是严重的事件。虽然涉事的三名机组人员已经被解雇，但类似情况不容再发生。国泰要检讨培训和服务素质，提升顾客服务文化，重塑尊重有礼的好客形象，不负社会对国泰的期望。”

 

 

Hong Kong Chief Executive John Lee Ka-chiu said that the disrespectful words and deeds made by Cathay Pacific Group cabin crew members toward mainland passengers hurt the feelings of Hong Kong and Chinese mainland people, undermining the city's consistent values of respect and courtesy. Addressing a Wednesday activity in Guangzhou, Lee said he was saddened by the incident. Although the crew members involved have been dismissed, similar incidents must not be allowed to occur in the future, and Hong Kong's image of being respectful and courteous to visitors needs to be restored, he added.

 

同日，国泰航空集团行政总裁林绍波接受采访时，用普通话再次致歉并对事件作出声明。林绍波表示，对于个别员工严重违反公司的规章制度以及道德准则的行为，国泰航空将秉持零容忍的态度。林绍波强调，确保所有国泰员工必须尊重每一个旅客，在所有的服务地区均提供专业，而且是一致的服务。

 

视频来源：青蜂侠

 

综合来源：新华网，中国日报网，Global Times，中新网