The incident occurred on December 8, when the D64 boarding gate of Shanghai Pudong Airport was changed to D60, which became a fuse for poor communication between passengers and the airport.
The protagonist, Ms. He, a Chinese passenger, found that the Japanese passenger who was traveling with her had successfully boarded the plane without receiving notice, which raised her questions.
Ms. He questioned the change of the boarding gate, but she was unhappy with the attitude of the airport staff.
The staff did not explain why the Japanese passengers who were traveling with them were able to board the plane normally because the baggage did not get off the plane.
This miscommunication sparked dissatisfaction among passengers.
The complication escalated further, and by the time Ms. He found herself stranded in Shanghai, her luggage had already flown to Osaka.
The issue of luggage, which required a new security check, left Ms. He in a dilemma where she was unable to leave Shanghai immediately.
This boarding chaos is not just a simple flight change, but a collection of questions.
The airport failed to notify passengers of the change of boarding gate in a timely manner, resulting in Ms. He and others not being able to board the plane at the same time.
There was a situation where the boarding of Japanese passengers and Chinese passengers were out of sync, and the airport failed to provide a reasonable explanation, which led to passengers questioning the quality of service provided by the airline.
The poor attitude of the staff was also a highlight of the incident.
When Ms. He questioned, the staff's vague explanations and attitudes made the whole incident even more confusing.
Airports, as service providers to passengers, should be able to provide clear and concise explanations when faced with problems, rather than leaving passengers in a difficult situation.
The problem that her luggage was out of sync with the passengers meant that Ms. He had to be stranded in Shanghai, but her luggage had already flown to her destination Osaka.
This situation not only caused inconvenience to Ms. He, but also caused her to fall into the process of re-checking the security check, further delaying her trip.
During the boarding process, there was a series of serious confusions that caused great distress to the passengers.
Through an in-depth investigation, we found that the key issues of this boarding chaos mainly include: information entry errors, workflow issues, and passengers and baggage out of sync.
These issues are explained in detail below.
Ms. He was one of the victims of the chaotic incident, which led to a mistaken information entry that led Ms. He to mistakenly believe that she had successfully boarded the aircraft.
The root cause of the problem was the incorrect passenger information in the system, which caused Ms. He to receive the wrong boarding information.
This can be caused by a human input error or a system malfunction.
This mistake not only causes inconvenience to the passengers themselves, but also puts additional pressure on the airline's operations.
Workflow issues: Confusion caused by staff not checking passenger information and boarding passes. An in-depth investigation revealed that workflow issues were also a significant cause of the confusion in boarding.
During the boarding process, the staff failed to effectively check the passenger's information with the boarding pass, resulting in inconsistencies in the information.
This can be due to staff negligence, excessive work pressure, or inadequate training, among other reasons.
The lack of smooth workflow directly led to the confusion of the boarding process and also made it impossible for passengers to enter the cabin smoothly.
Passengers and luggage are not synchronized: Ms. He's luggage and boarding pass are separated, and Japanese passengers board normally.
Passengers are also out of sync with their luggage and are also one of the main causes of confusion.
In this incident, Ms. He's luggage was separated from her boarding pass, while other passengers boarded the plane as normal.
This can be caused by a detached baggage tag, a system failing to sync in time, or human error, among other things.
This asynchronous process led to gate chaos and unforeseen problems for passengers during boarding.
* The indignation is mainly manifested in the triggering of Sino-Japanese sentiment, which arouses strong disgust among the Chinese people.
At the time of the incident, the social media quickly spread the information about the incident, and many netizens expressed extreme indignation at the staff's behavior, believing that it involved the dignity of the Chinese people, triggering emotional sensitivity between China and Japan.
Under pressure, the airline issued an apology, but its PR efforts failed to quell the outrage.
The wording of the statement did not really express an apology, and there was no mention of the specific incident, which raised doubts about the sincerity of the airline.
This mishandling of PR has further exacerbated the anger of the airline, which has focused on the mismanagement of the airlines.
In response to the handling of those involved, the airline has taken a series of measures, including the suspension of staff and the accountability of flight management team personnel.
This move has played a certain role in easing the handling of the incident, but it has not completely calmed the indignation.
The Chinese people's pursuit of the truth of the incident has become more urgent, and they demand stricter punishment for those responsible in order to maintain the dignity of the country.
The investigation revealed the truth of the incident, showing that staff errors were the main cause, and that there was no favoritism towards foreign passengers.
This result did not completely quell the indignation, as the staff mistakes had irreparable effects and damaged the reputation of the airline.
The incident exposed obvious problems in the internal management of airlines, and the failure of staff to not only damage the rights and interests of passengers, but also directly threaten the safety and reputation of the aviation industry.
Regulators need to scrutinize airlines' internal management in a more nuanced manner, strengthen process management, and ensure that every step of the process meets strict standards and regulations.
Only through the unremitting strengthening of supervision can we effectively curb the occurrence of staff failure and provide passengers with safer and more reliable services.
Passengers are paying more and more attention to the quality of service provided by airlines, which has become an important factor in the competitiveness of airlines in the market.
The image of an airline directly determines its position in the market.
Airlines should recognise the critical role of service quality in the sustainable development of their business.
By improving service levels, airlines can not only retain existing customers, but also attract new customers and improve market competitiveness.
The incident should be seen as a wake-up call for other airlines to take precautions.
In modern society, the speed of information dissemination makes the image of a company may be greatly impacted in an instant.
Other airlines should learn from this and continue to invest in service quality, not only in process management.
Only in this way can we be invincible in the highly competitive market and maintain the sustainable development of the enterprise.
This incident fundamentally revealed the inextricable link between process management and service quality.
Airlines need to strictly implement processes in their operations to ensure that every step of the process is properly controlled.
Lack of processes can not only lead to operational inefficiencies, but can also pose serious safety hazards.
This incident teaches us that process management is not only a means to improve efficiency, but also an important guarantee to ensure flight safety.
It is hoped that airlines can learn a profound lesson from this incident and take it as a warning.
Airlines should strengthen training and supervision in process management to ensure that every staff member understands and follows the company's rules and regulations.
Airlines need to strive for excellence in the quality of service to give passengers a better travel experience.
Flight safety and passenger experience are not one or the other, but rather key elements that coexist.
Only on the premise of taking both into account can airlines truly win the trust and support of passengers.