國(guó)泰航空服務(wù)人員被指歧視講普通話的乘客，在兩地激起巨大回響。國(guó)泰兩日內(nèi)三次道歉，并于昨晚將三名有關(guān)人員解聘，其行政總裁在聲明中表示，對(duì)于個(gè)別員工嚴(yán)重違反公司規(guī)章制度及道德準(zhǔn)則的行為持“零容忍”的態(tài)度，決不姑息，并會(huì)從三個(gè)方面作出全面檢討。國(guó)泰此次處理事件迅速，但最終效果如何、會(huì)否真正得到改善，還有待觀察。另一方面，整個(gè)香港社會(huì)要以此事為鑒，真正提升整體的服務(wù)水平。

　　本月21日由成都飛往香港的國(guó)泰航班上，有空中服務(wù)人員譏笑英語(yǔ)說(shuō)得不好的內(nèi)地乘客，并以“聽不懂人話”來(lái)取笑不懂粵語(yǔ)的乘客。航空公司的國(guó)際化程度高，掌握多種語(yǔ)言是空服人員的基本職業(yè)要求。既然有關(guān)航班的乘客大多數(shù)為內(nèi)地乘客，空服人員理應(yīng)提供普通話服務(wù)，而不是一味以英語(yǔ)溝通。從網(wǎng)友提供的視頻來(lái)看，有關(guān)空服人員并非聽不懂普通話，而是扮作“聽不懂”，服務(wù)惡劣，這是明顯的歧視，是絕對(duì)不能接受的。

　　乘客付錢買票，票價(jià)中就包含了服務(wù)。乘客是來(lái)享受服務(wù)的，而不是被無(wú)視、被侮辱、被嘲弄的。一石激起千重浪，今次事件勾起曾遭遇不禮貌對(duì)待的乘客的痛苦回憶，引起強(qiáng)烈的共鳴。我們不能簡(jiǎn)單地認(rèn)為這是“網(wǎng)絡(luò)效應(yīng)”，而應(yīng)從中看到問題的本質(zhì)。

　　國(guó)泰以往曾出現(xiàn)過(guò)類似問題，但應(yīng)對(duì)時(shí)往往是走流程、作官式回應(yīng)，處理結(jié)果也是避重就輕。但此次處理果斷、迅速，值得肯定，正如有媒體人所說(shuō)“香港和以往大不一樣了”。然而，公眾不愿意看到只是拿個(gè)別基層服務(wù)人員出來(lái)“祭旗”，國(guó)泰更應(yīng)該深刻反省，刮骨療毒，全面審視服務(wù)流程、人員培訓(xùn)等相關(guān)制度。另一方面，國(guó)泰持續(xù)虧損多年，特別是三年疫情期間，特區(qū)政府投入數(shù)百億元公帑為國(guó)泰“續(xù)命”，從保障公眾利益的角度，特區(qū)政府不能做“旁觀者”，而是要扮演積極角色。

　　更重要的是，香港社會(huì)需要舉一反三，審視各行各業(yè)內(nèi)有沒有類似的問題。事實(shí)上，香港全面復(fù)常之初，有內(nèi)地網(wǎng)紅專程來(lái)港體驗(yàn)說(shuō)普通話會(huì)有什么待遇，結(jié)果聲稱遭遇歧視；今年五一期間，社交平臺(tái)上也不乏類似“吐槽”。可見其他服務(wù)業(yè)也是良莠不齊，需要反思，切實(shí)端正服務(wù)意識(shí)，提高服務(wù)質(zhì)素。業(yè)界以及特區(qū)政府有關(guān)部門要從整體及長(zhǎng)遠(yuǎn)角度著眼，找出行業(yè)存在的普遍性問題，切切實(shí)實(shí)去解決。

　　在事件發(fā)生后，有位內(nèi)地網(wǎng)絡(luò)大V在談起感想時(shí)，舉了一個(gè)例子。他在澳洲與家人去看急診時(shí)，當(dāng)?shù)蒯t(yī)生問他需不需要中文服務(wù)，并專門強(qiáng)調(diào)說(shuō)：你英文很好，但這不是你的義務(wù)，是我們的責(zé)任?！斑@是我們的責(zé)任”，這簡(jiǎn)單的一句話，反映出了強(qiáng)烈的責(zé)任感，以及高度的服務(wù)意識(shí)。一位醫(yī)生尚且如此，更何況是空中服務(wù)人員？香港各界應(yīng)從中得到啟示。

　　需要指出的是，國(guó)泰代表不了香港，有關(guān)空服人員更代表不了整個(gè)香港服務(wù)業(yè)。在兩地交流的洪流中，這類惡劣的事件是偶發(fā)的、局部的，不能一棍打死所有人?？陀^而言，普通話在香港越來(lái)越受重視，內(nèi)地游客在香港獲得熱心幫助的溫情故事更是數(shù)不勝數(shù)，所以也要慎防別有用心者故意炒作事件，制造兩地矛盾。香港社會(huì)引此事為戒，不斷提升服務(wù)質(zhì)素?！坝眯拇汀?，香港依然是“好客之都”！

　　The enlightenment the Cathay Pacific incident gives to Hong Kong

　　Some cabin crew members on a Cathay Pacific Airways flight were accused of discriminating against Putonghua-speaking passengers, which has aroused strong repercussions among people in Hong Kong and on the Mainland. The airline has made three apologies in two days and sacked the three crew membrs concerned last night. In a statement, Cathay Pacific's Chief Executive Officer (CEO) said the airline had a "zero-tolerance approach" to serious breaches of the company's policies and code of conduct and "there is no compromise for such violation", adding that the airline would conduct a comprehensive review from three aspects. While Cathay Pacific has dealt with the incident promptly this time, it remains to be seen whether its measures are effective in the end and whether there will be improvements in reality. On the other hand, whole Hong Kong society should take this incident as a lesson to truly improve the overall service quality.

　　On a May 21 Cathay Pacific flight from Chengdu to Hong Kong, some cabin crew members ridiculeed some Mainland passengers who could not speak English well, and made fun of passengers who did not understand Cantoness saying they "understand no human language". Airlines have high-level internationalisation, hence being multilingual is the basic occupational requirement for a cabin crew member. Since the majority of passengers on the flight concerned are Mainlanders, the cabin crew members should have provided services in Putonghua instead of communicating in English exclusively. From the audio clip provided by a netzen, it was not the case that the cabin crew members concerned did not understand Putonghua but they simply played dumb in ill-mannered service. This is discrimination through and through, which is absolutely unacceptable.　　

　　A passenger pays money to buy an air ticket with services included in the price paid. A passenger taking a flight to enjoy services not to be ignored, insulted, and/or ridiculed. A tossed stone raises a thousand ripples. This incident refreshed passengers' bitter memories of being treated impolitely, arousing strong repercussions. We must not simply regard this simply as "network effect" but should see from this the nature of the problem.

　　In the past similar incidents also occurred with Cathay Pacific. However, the airline's handling such incidents was just a formality to give some bureaucratic responses, evading important matters and dwelling on the trivial. This time, its reaction is decisive and prompt, which is praiseworthy. Just as some journalist put it, "Hong Kong is now quite different from the past". Nevertheless, the public are not satisfied to see that only a couple of grassroots cabin crew members are used as "sacrifices". Cathay Pacific should do deep soul-searching and "scrap the bone clear of toxin", conducting a comprehensive review on its service procedures, staff training and other relevant regulations and rules. On the other hand, Cathay Pacific suffers losses for many years in a row. During the three years of the Covid-19 epidemic, in particular, the SAR Government injected tens of billions of dollars of taxpayers' money into Cathay Pacific to "sustain its life". From the perspective of protecting public interests, the SAR Government must not remain as a "bystander" but instead should take a more active role.

　　More importantly, Hong Kong society should learn by analogy from this incident to find out whether similar problems exist in other industries and sectors. In fact, in the early days when normal travel between Hong Kong and the Mainland was fully resumed, a Mainland cyber celebrity came to Hong Kong with the purpose to see how a Putonghua-speaker would be treated and in the end claimed discrimination was experienced. During the May Day long holiday, many similar complaints were also pasted on social media platforms. From this, it can be seen that other service industries are also made up of all kinds of people. They also need to do soul-searching to really heighten service awareness and improve service quality. Industries concerned and relevant government departments should, from an overall and long-term perspective, find out common problems with the industries and solve them in a down-to-earth way.

　　After the incident, a Mainland cyber VIP made his comments by taking an example with his personal experience. While in Australia, once he and his family went to the emergency room where a local doctor asked him whether they needed Chinese-language services and specially stressed that "your English is very good, but this is not you obligation but our responsibility". Such a simple sentence shows a strong sense of responsibility and keen service awareness. Even a medical doctor should have such service awareness, let alone cabin crew members of air flights! Various sectors of Hong Kong society should be enlightened from this.

　　It must be pointed out that Cathay Pacific cannot represent Hong Kong, not to mention that the cabin crew members concerned cannot represent the whole of service industries in Hong Kong. In the mighty torrent of exchange between Hong Kong and the Mainland, such an outrageous incident is occasional and fragmentary. We should not tar the whole aviation and other service industries with the same brush just because of this incident. Objectively speaking, Putonghua is being given more and more attention in Hong Kong, and there are numerous tender stories about Mainland visitors get warm-hearted helps in Hong Kong. So we also must remain vigilant against the possibility that some persons with ulterior motives may make use of the incident to stir up conflicts between Hong Kong and the Mainland. Hong Kong society should take this incident as a lesson to keep improving service quality. "Treating guests heartedly", Hong Kong is still a "city of hospitability"!