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On February 6, a girl was denied boarding on China Southern Airlines at Wuhan airport. The reason was that she was alone in a wheelchair and was unaccompanied and unable to check in. The girl had flown China Southern several times before and had never encountered such a situation. When she applied for the solo boarding service from the customer service in **, the customer service made it clear that she needed to be accompanied and asked her to wait for the notification of the application result. However, the girl received a text message from China Southern Airlines stating that her application for solo boarding had been approved. But when she went to the airport to go through the formalities, the staff told her that she could not apply for a cabin wheelchair. The girl showed the text message to the employee, but the employee insisted on refusing. Eventually, the girl was denied carriage and was given a Certificate of Refusal of Carriage due to the type of wheelchair and unaccompanied.
China Southern Airlines issued a statement saying that it apologized for the bad experience caused to passengers due to work mistakes, and said that it would contact passengers to investigate. According to the Measures for Air Transport of Persons with Disabilities, persons with disabilities have the same opportunities for air travel as other citizens, and airlines should ensure their safety, privacy and dignity. The carrier shall not refuse carriage on the ground that the appearance of a disabled person may cause offense or inconvenience to other passengers.
China Southern Airlines finally publicly apologized to the girl and the public after the situation escalated. They said it was a mistake and apologized for the bad experience they had had. At the same time, China Southern Airlines said that it would contact passengers and carry out investigations to ensure follow-up services. This act of apologizing to the girl should ease the girl's hurt and anger, and also lay the groundwork for the follow-up process.
However, China Southern's apology was not recognized by netizens. In the comment area of China Southern Airlines, the targeted messages on the screen showed the dissatisfaction and anger of netizens against China Southern Airlines. They questioned China Southern's refusal to carry people with disabilities and questioned the sincerity of its apology. Previously, China Southern Airlines' delay due to weather conditions caused passengers to wait for a long time on the plane has aroused public attention and dissatisfaction, and now China Southern Airlines has refused to carry disabled passengers, for China Southern Airlines, the pressure is indeed very great.
As an airline, China Southern Airlines should provide assistance to passengers with disabilities to the best of its ability. People who are disabled are not their fault, but their pain. These disabled travelers may have more self-esteem than normal people and are reluctant to seek help from others. Therefore, airlines need to be considerate and concerned about these special passengers, and provide them with appropriate services.
According to the Measures for Air Transport of Persons with Disabilities, airlines shall ensure the safety of persons with disabilities and respect their privacy and personality. The number of persons accompanying a disabled person on the flight should be clearly stated and the corresponding services should be provided. Airlines shall not refuse to transport a disabled person on the ground that his appearance may cause offense or inconvenience to other passengers.
China Southern Airlines' refusal to board passengers with disabilities is unreasonable and violates regulations. As a large airline, they should strictly comply with relevant laws and regulations to ensure that passengers with disabilities have the same rights as other passengers, and provide them with smooth and safe travel services.
China Southern Airlines' refusal to carry passengers with disabilities has sparked public concern and discussion. It is generally believed that China Southern Airlines' approach is unreasonable and unethical. As a large airline, China Southern Airlines should provide appropriate services for passengers with disabilities and protect their rights and dignity.
Passengers with disabilities are already facing a lot of physical and psychological difficulties, and they need more support and care from the society. As public service agencies, airlines should actively work to provide convenience and assistance to these special passengers. They need to do a good job of training, improve the professionalism and service awareness of employees, and ensure that the interests of passengers are maximized.
In addition, airlines need to focus on transparency and openness when dealing with similar incidents. Timely briefing the public and publicly apologizing to the parties can increase the credibility of the airline and the trust of the public. It is difficult to win public recognition and support by simply issuing an apology without substantial improvements.
To sum up, China Southern Airlines' refusal to carry passengers with disabilities has exposed the problems existing in the airline's services. It is hoped that the relevant departments can pay enough attention to strengthen the supervision and guidance of airlines to ensure that the legitimate rights and interests of disabled passengers are protected, and that airlines can provide more intimate and professional services.
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