Do you still remember the scene of several Chinese people kneeling collectively in Shenzhen Bao'an International Airport in the early morning of March 26th?
After the incident, countless netizens sighed for this stupid behavior:"Where is the dignity?”
On December 7, Shanghai Pudong Airport was again because"The Chinese stay, the Japanese go first."has attracted the attention of netizens.
Behind this, is it discrimination from nationality or the mistakes of the staff?
Recently, a news report about Juneyao Airlines has aroused widespread attention and discussion. The scene of "the Japanese go first, the Chinese people stay" has caused serious doubts among the public about the quality of its services.
According to Ms. He, she bought a ticket from Juneyao Airlines to Osaka, Japan on December 7, and was originally scheduled to board at Gate D64. However, when it was time to board the flight, she realized that the boarding gate had been changed to D60. However, the airline did not notify her of the change through text messages, **, etc., resulting in her failure to understand and make adjustments in time, and finally caused losses due to delays.
Ms. He had planned to relax and enjoy the Japanese food and culture during this trip, but she did not expect such an unpleasant thing to happen. Ms. He later meant to say:"I've been following the gate for a long time, but when I saw that there was no queue at the gate, I was a little confused. After asking a few passers-by, I learned that the boarding gate had changed places. ”
Although Ms. He asked the airport staff for help, due to the busy schedule, she only let the staff convey the message verbally, and Ms. He may not have noticed it at the time. Subsequently,A Japanese man was also late for the same reason, but he was allowed into the lounge。In this regard, Ms. He was very dissatisfied, "I am also a valued customer, why should I be treated like this?"”
Ms. He's emotions were out of control for a while, and she angrily questioned the staff present. However, the staff just repeated the unacceptable phrase:"Because his luggage hasn't been pulled down yet, yours has already been pulled down, so you can't go in. ”This made Ms. He even more annoyed, because she clearly remembered that she had just arrived at the boarding gate, how could her luggage be pulled down early
In addition, Ms. He also encountered problems in the process of communicating with Juneyao Airlines' customer service. ** shows that she repeatedly asked questions, but she still encountered indifference and unreasonable excuses from the customer service staff. What made her even more angry was that the customer service not only said that she would respond by prioritizing the luggage of "that Japanese", but also did not offer any substantive solution throughout the conversation.
The incident has aroused widespread heated discussions and condemnation. On the one hand, the public has expressed their concern and expectations for the quality of corporate servicesOn the other hand, he also has in-depth thinking about the concept of international human rights equality and the principle of fair competition.
This incident once again exposed many problems in the service quality and management level of the civil aviation industry. In fact, there have been many similar complaints in recent years. In order to improve this situation, the relevant departments should strengthen supervision and improve the service quality standards of aviation enterprises. At the same time, consumers should also raise their awareness of self-protection, reasonably protect their rights, and jointly maintain good market order and social justice.
Both domestic and foreign companies should respect the rights of every passenger, provide a high-quality service experience, and abide by fair and reasonable market competition rulesSo what kind of solution should be given in the end for this matter?
Although it may have been a technical oversight, it has caused a lot of unnecessary trouble and resentment due to the actAs a result, the airline has chosen to take steps to prevent similar problems from happening again in the future.
It is also worth mentioning that although there are some ** reports that the airline has used "xenophobia" methods to treat Chinese passengersBut judging from the official statement released by the company, there is no evidence to prove the veracity of this statement.
Juneyao Airlines did mention it in a statement after the incidentThis incident is indeed the employee's mistake that brought Ms. He's unhappiness, and there is no discrimination against nationality that netizens are worried about.
However, there are still doubts about this, and Juneyao Airlines has not disclosed the process of the staff's mistakes in detail. In the second statement, Juneyao Airlines said that the staff involved had been suspended and the management team was also being held accountable.
Instead, the statement noted that the company has always treated all of its customers with great respect, regardless of their background. That's why the company considers protecting the legitimate rights and interests of every customer to be a top priority.
From both a legal and ethical point of view, any business should take responsibility for its actions and do everything possible to avoid adverse effects. In the current context of globalization, there is a particular need to strengthen understanding and respect for multiculturalism in order to better serve different groups.
The incident not only exposed the management and communication problems within the airline, but also led to a re-examination of the rights and expectations of passengers. This incident shows that airlines have problems such as weak employee responsibility and insufficient training, and it is necessary to fundamentally strengthen corporate governance.
Some reports suggest that such mistakes may be the result of negligence on the part of individual employees or a lack of professional training. During the incident, the staff was very dissatisfied with their careless answers to questions. This will undoubtedly have a serious impact on the reputation and credibility of the enterprise. Businesses must recognize their own problems, strengthen employee training, and truly respect customers.
In addition, this incident also involves procedural and normative issues in the security inspection process, which requires relevant departments to strengthen supervision and ensure strict implementation of relevant regulations。Violation of the non-separation of baggage not only increases the safety risk, but also seriously damages the social responsibility of enterprises, and it is necessary for the regulatory authorities to increase the punishment in accordance with the law.
At the same time, many netizens have also begun to call for greater attention to the rights of passengers, especially in flight delays, cancellations, etc., and more support and help should be given. But this requires a concerted effort by all parties and cannot rely solely on corporate self-regulation. The relevant authorities should also formulate clearer regulations on the protection of passengers' rights and interests.
Although this incident exposed some problems, it also provided us with an opportunity to improve. We should take this as an opportunity to improve the quality of our services, enhance the satisfaction of our passengers, and create a better travel environment. All stakeholders should reflect on how to improve service levels in their respective areas and jointly protect the rights and interests of passengers.