On December 7, a ** video was widely circulated on the Internet, showing a woman named He being stranded at Shanghai's Pudong International Airport. She was unable to board the plane due to a flight delay, while the Japanese passenger who was late with her was allowed to board the plane.
This incident has caused a lot of discussion on the Internet, and everyone wants to know what the truth of this matter is.
Ms. He made an appointment for Juneyao Airlines' flight and planned to take off to Osaka, Japan at 5:10 pm on the 7th. She arrived at the D64 gate of Pudong Airport very early, completed the check-in procedures, and then went to the bathroom. When she arrived at Gate D64, she didn't notice anything unusual or the information had changed.
It wasn't until she arrived at the D60 gate that she realized that the gate for her flight had changed from D64 to D60 and that she was too late.
There was also a Japanese passenger who was just as late as she was, and they were all late. At this moment, the staff informed Ms. He that she could not board the plane and needed to change her ticket. But what is puzzling is that the foreign passenger was allowed to board the plane. This made Ms. He puzzled, why did the other party have this ability and she didn't?
She asked the staff why she let the other party on the plane, but she couldn't, and the reply was that the other party's luggage had already been checked in, so it could be boarded. In fact, the checked baggage belonged to Ms. He, not the foreign passenger.
In addition, the airline also announced a seat number, which happened to be Ms. He's seat, but unfortunately she was not able to make it to that flight.
After the incident, Ms. He was so angry that she uploaded her experience to the internet. Unexpectedly, this sparked a heated discussion among netizens.
Many netizens believe that this is a typical incident of admiring foreign countries, and they have questioned the fact that foreign passengers who are also late can board the plane, while domestic passengers cannot board the plane.
In the face of the intensification of **, Juneyao Airlines responded accordingly, saying that the incident was only an accidental service error, and provided compensation measures such as accommodation and ticket changes to Ms. He, who was stranded. They categorically denied favoritism towards foreign passengers.
However, many netizens were not convinced by the explanation put forward by the airline. Some netizens questioned whether the so-called occasional service errors were just mistakes discovered by accident
Other netizens have commented that Juneyao Airlines seems to have created a new vocabulary.
Some netizens pointed out that Juneyao Airlines' behavior may not only be related to service quality issues, but is more likely to bring safety risks.
According to netizens, Juneyao Airlines did not fully disclose the real cause of the incident, and did not make any response to the so-called "why can't domestic and foreign passengers be treated fairly".
Sometimes explanations are inadequate and can easily backfire, and public skepticism is not dissipated by responses.
In addition to the truth of the incident itself, there are three problems that the airline has not been able to give a clear explanation.
Why are Japanese passengers allowed priority boarding?
Not long ago, the news that Chinese runners were blocked from sprinting in the marathon, allowing Japanese runners to go ahead became a popular search.
Immediately after that, there was a kind of behavior of "waiting for Chinese passengers first, and then letting Japanese passengers board first".
Is it because of the traditional politeness and respect of the great powers, or is it the blind worship of foreigners that leads to the harm of one's own compatriots?
Why are the Chinese passengers as late as the Japanese passengers, but only the Japanese are able to board the plane, but their own luggage is not on the plane?
Ms. He asked, "Why can he go in and we can't?"Is it because he's Japanese?”
The staff calmly used their phones at the same time and replied: "It's not about nationality." ”
Judging from the staff's responses, they didn't seem to take the incident seriously, which made Ms. He feel very angry and confused.
In **, Ms. He asks a shocking question in a powerful voice: "Are they more noble than Chinese just because they are Japanese?"”
As soon as Ms. He's ** came out, it immediately aroused widespread attention and strong repercussions on the Internet, and many people were indignant about this incident.
As the incident escalated, the airlines responded with measures, but this only provoked more doubts.
Although the airline denied the existence of favoritism for foreign passengers, it insisted that it was only an accidental service mistake and stressed that after the incident, the company had taken compensatory measures to reassure passengers.
However, some problems can be solved beyond compensation or a simple response like "service errors happen by accident".
Why can't Ms. He get on the plane, but her luggage can be sent to Osaka?Isn't this a security incident?
According to Article 19 of the Regulations of the People's Republic of China on Civil Aviation Safety and Security, airlines must check the number of passengers when boarding passengers;Passengers who do not board the aircraft must unload their baggage;When a passenger aborts their trip during the flight, their baggage must be unloaded.
In the case of Juneyao Airlines, they have not yet fully complied with these regulations.
As long as the counter staff, flight attendants, safety officers, safety supervisors, police officers and captains were all responsible, the accident would not have happened. It is clear that safety responsibilities play an important role in this.
The purpose of Article 19 is to prevent the deliberate placement of dangerous goods in baggage by persons who deliberately do not board the aircraft. It is important to note that this provision is limited to those cases where there may be items that may endanger public safety.
If Ms. He's luggage does contain dangerous items, then the airline's counter staff, flight attendants, security personnel, supervisors, flight attendants and captain will all be responsible.
Dealing with the correspondence between baggage and passengers is a basic operation, but the airline clearly does not do this job.
And no one can be sure whether this is the first omission or just the first time it has been revealed.
According to Article 36 of the Security Regulations, in violation of the provisions of these Regulations, the competent civil aviation authorities may give warnings, suspend business for rectification or impose a fine of not more than 50,000 yuan on the relevant units, and the public security organs may impose a warning or a fine of not more than 500 yuan on the persons directly responsible.
If what Ms. He said is true, then it means that the airline has violated the above regulations.
At present, the authorities have not taken any punitive measures against the incident, perhaps because it has not attracted enough attention, or has not yet been involved in the investigation, or there are warnings but not made public.
It is hoped that the relevant authorities will clearly answer the concerns of the public, because if the service and safety awareness are not rigorous, it will be difficult for passengers to fly with peace of mind.
Why didn't the counter staff give a clear explanation in time, but kept lowering their heads and playing with their phones?
Ms. He and netizens were outraged by the attitude of the airport counter attendants in **. When Ms. He questioned the staff's service, the staff seemed unconcerned.
He just looked intently at the phone in his hand, refusing to even make eye contact with her, and this haughty attitude was also an important aspect of this incident.
Some netizens were curious and felt that when she was communicating with passengers, she had been using her mobile phone and did not show any concern and attention to the passengers' situation.
Imagine that you miss your plane and your luggage is mistakenly taken while other foreign passengers board the plane without any problems.
How do you feel when you feel anxious and the counter staff is playing with their phones while answering questions in a hurry?
As practitioners in the service industry, when passengers question the airline and feel unfairly treated, the first thing we should do is to reassure the passenger and give an explanation, rather than indulging in the use of mobile phones.
Therefore, in this incident, there are two problems with the airline. On the one hand, they did not accurately convey the message of the change of gates. On the other hand, they failed to match passengers with luggage and ultimately failed to provide appropriate services in a timely manner.
These three types of mistakes cannot be called "accidental service errors, nor can they cover up favoritism towards foreign passengers". Obviously, such a response is unsatisfactory.
When mistakes occur or priority issues arise, these issues naturally affect the level of public trust in them.
Juneyao Airlines' share price took a hard hit after the company's announcement, and ticket sales were negatively impacted.
After this incident**, Juneyao Airlines revealed the worst credibility crisis in its history, and its service attitude and past misconduct were publicly criticized, and many exposed the company's disgraceful past.
Some said they missed boarding when they noticed that the gate had changed while waiting for their boarding, but no one informed them. They lost a lot of money on airfares as a result, and they became deeply dissatisfied with the airline.
Another passenger applied for wheelchair service in advance and passed the review, but was rejected at the last minute and had to choose another airline for a refund.
Some netizens said that when China Eastern Airlines encountered a name error, it could be corrected for free. However, the airline charged $100 for a letter error.
Based on this feedback, it can be concluded that many passengers have experienced unpleasant experiences while flying with the airline.
Although every airline has its pros and cons, it is very rare to have so many disadvantages in the entire industry.
A number of organizations announced that after this incident attracted attention, they would prohibit the company's employees from purchasing Juneyao Airlines tickets on business trips, and the expenses incurred would not be reimbursed.
As Chinese, it is difficult for us to understand such a prejudiced attitude towards Japanese passengers, especially when we hear far-fetched justifications.
People are perplexed by this phenomenon of revering foreign cultures and pandering to foreign countries, and hope that it will end as soon as possible. From the ice cream incident that occurred at the Shanghai Auto Show to the current airport boarding incident, it seems that it can be described in one sentence: "Those who oppress Chinese are often natives." ”
The implication behind this sentence is that although we hope to put an end to this phenomenon of advocating foreign cultures, we must also realize that behind this behavior are often domestic problems, such as cultural inferiority and lack of national pride.
Therefore, we need to start with ourselves, re-examine our cultural values, and restore our cultural self-confidence, so as to truly put an end to this phenomenon of advocating foreign cultures.
It's hard to figure out why this is