On February 21, on the K551 train, a number of crew members were eating in the dining car, and the passengers thought they were being disturbed, and the two sides had a fierce quarrel. Passengers think that the dining car is a place for passengers to eat, and that flight attendants should not eat here and should go somewhere else. The flight attendant said that they had just eaten normally, and the dining car also had space for employees to eat.
1.Passengers' Demands
Passengers believe that the flight attendant's meal in the dining car affects their meal for several reasons:
The dining car has limited space, and the flight attendants eat here to occupy space, which affects the passengers' meals.
The sound and behavior of flight attendants eating may affect the passenger dining experience.
Passengers believe that the flight attendant should serve the passengers instead of eating in the dining car.
2.The grievances of the flight attendants
There are several main reasons why the flight attendant thinks that it is normal for him to eat in the dining car:
The food truck is for everyone, including passengers and employees.
Flight attendants are also human beings and also need to eat, so it is impossible to work all the time without eating.
The flight attendants have tried to keep the sound of eating as low as possible, and it has not affected the passengers' meals.
3.The deep-seated cause of the incident
There is a lack of communication and understanding on both sides. The passengers did not understand that the flight attendants worked hard, and the flight attendants did not understand the passengers' feelings.
Protection of the rights and interests of railway service personnel. As service personnel, flight attendants often need to sacrifice their rest time and personal space to serve passengers, and their legitimate rights and interests should also be respected.
Standardized management of railway services. There should be clear regulations on the use of food trucks to avoid similar contradictions from happening again.
1.Passengers should understand that the flight attendants work hard and give them the necessary respect.
2.Flight attendants should minimise the impact of eating in the dining car on passengers and pay attention to maintaining a good service attitude.
3.The railway authorities should strengthen the standardized management of the use of dining cars and clarify the relevant regulations to avoid similar contradictions from happening again.
Railways can set up a dedicated employee dining area in the dining car to avoid conflicts with passengers.
Strengthen the service training of flight attendants to improve their service awareness and communication skills.
Establish and improve the complaint mechanism for railway services to facilitate passengers to report problems and protect their own rights and interests.
Passengers and crew members are both users of railway services, and both parties should understand and respect each other and work together to maintain a good riding environment. The railway authorities should also strengthen service management, continuously improve service quality, and provide a better service experience for passengers.
Author:Niu Zhiqiang, a lawyer at Tianjin Oriental Law Firm, has 12 years of experience as a lawyer, a member of Beijing Jiusan Society, and won the 2016 Alibaba Best Service Case Award and the 2023 Lijiabao Outstanding Lawyer Award. For more personalized legal advice and services, you also have the option to join my fan base. Thank you for your support!