
中國東方航空一名空服員在安徽合肥飛往遼寧大連的航班上推餐車時不小心碰到乘客手肘,乘客要求道歉且不依不饒,空服員多次下跪道歉,乘客仍不滿意並要求專車送醫檢查,事件經乘客張男發布影片後引發網路熱議,東航稱正在查核中,內部人士透露空服員可能被處罰。
AI-generated summary
中國東方航空是中國大陸三大國有航空公司之一,近年服務質量和員工培訓時常成為公眾討論焦點。空服員在服務過程中與乘客發生衝突並非個案,但下跪道歉的極端反應較為罕見。
中國東方航空近來傳出1名空服員在機上向乘客下跪道歉,隨即引發網路議論,雖然目前東航尚未針對此事詳細說明,但內部人士透露是空服員推餐車碰到乘客。
綜合中媒報導,搭乘同架客機的張姓旅客透露,這趟航班是28日9時許從安徽省合肥市飛往遼寧省大連市,當時空服員正在推車發放飲料,過程中不小心碰到1名乘客手肘。
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張男表示,餐車速度並不快,撞那一下感覺其實也沒什麼大問題,沒有破皮也沒有紅腫,但這名乘客痛罵推車是鐵做的,把他撞得很嚴重,逼空服員向他道歉。
張男說,空服員第一時間致歉後,鬧事乘客還是不甘罷休,批評空服員沒有馬上處理,雖然座艙長看見發生衝突連忙過來一起道歉,但乘客仍然不肯諒解,過程中推餐車的空服員下跪2、3次左右。
張男透露,空姐跪下後仍未平復鬧事乘客的情緒,直到機上安全員介入協調後才逐漸緩解情況,但該名乘客還要求空服員、座艙長等到班機落地後,安排專車陪同他前往醫院做身體檢查。
28日深夜11時許,張男在社群平台發布空服員跪地的影片,並配上「跪著求你踹一腳也不放過」等文字,迅速引發網友關注,媒體多次致電給東航客服詢問.對方指稱公司對此非常重視,只是目前正在查核中無法明確回答相關問題。
不過,有東航內部人士指出,當時推餐車的是東航安徽公司空服員,被撞到的乘客在睡眠中被推車輕微碰撞驚醒,依照東航相關規定來看,內部人士推測空服員很有可能會被公司處罰。
AI outlook — possibilities, not facts
東航將對涉事空服員進行內部處罰
Likely · Within weeks
東航將加強空服員應急處理和溝通培訓
Possible · Within months

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