國(guó)泰航空有空中服務(wù)員涉歧視非英語乘客，3名涉事空服員被解雇。國(guó)泰航空行政總裁林紹波最新向全體員工發(fā)內(nèi)部通訊，指事件在中國(guó)內(nèi)地和香港被廣泛報(bào)道，對(duì)香港和國(guó)泰的形象構(gòu)成重大損害，解雇的決定是基于保護(hù)公司及全體員工利益。他強(qiáng)調(diào)，公司上下現(xiàn)時(shí)需虛心反思（reflect humbly），形容是次事件對(duì)國(guó)泰的“重建之旅”（rebuild journey）造成挫折，但亦是寶貴的一課。
▲國(guó)泰航空行政總裁林紹波。資料圖片
涉事員工顯然沒有履行公司賦予責(zé)任
林紹波指，國(guó)泰作為優(yōu)質(zhì)服務(wù)品牌和香港的本土航空公司，有責(zé)任展現(xiàn)熱情好客、為世界各地顧客提供最佳服務(wù)的一面，亦有責(zé)任照顧所有客人，不論其背景。然而，近日的歧視風(fēng)波中，三名員工向客戶發(fā)表不當(dāng)?shù)脑u(píng)論，顯然沒有履行上述的責(zé)任。
他指，事件已在內(nèi)地和香港被傳媒廣泛報(bào)道，對(duì)香港和國(guó)泰的形象構(gòu)成重大損害，公司已作徹底調(diào)查，并據(jù)調(diào)查結(jié)果迅速行動(dòng)，解雇涉事員工是必須的，“這對(duì)于保護(hù)公司利益，以及我們?nèi)w員工的利益有其必要?！?/strong>
林紹波續(xù)指，事件強(qiáng)化部分客人觀感，認(rèn)為國(guó)泰未能始終如一向不同背景客人提供優(yōu)質(zhì)服務(wù)，坊間亦有不少評(píng)論指這并非單一事件，而是有待解決的更深層次問題，公司上下當(dāng)刻需虛心反思內(nèi)部的文化（Now we must reflect humbly, examine our culture deeply and take concrete measures to turnaround the perception）。他指，將會(huì)親自領(lǐng)導(dǎo)跨部門工作小組深入調(diào)查，提出相應(yīng)改善方案。
他提到，今次事件對(duì)國(guó)泰的“重建之旅”帶來挫折，但會(huì)視之為寶貴一課（valuable lesson），往后會(huì)通過今次契機(jī)，進(jìn)一步提升國(guó)泰服務(wù)的質(zhì)量和一致性。他會(huì)和員工攜手前行，讓國(guó)泰成為真正全球最佳的服務(wù)品牌之一。
▲林紹波向員工發(fā)信。網(wǎng)上圖片
以下為內(nèi)部信件全文：
Dear team,
Our customers choose Cathay to explore different destinations, to conduct business and to connect with their loved ones. As a premium service brand and Hong Kong's home airline, we have the responsibility to show our hospitality and bring the best service possible to our customers from around the world.
We have a duty of care to all our customers, and we want them to feel respected and valued regardless of their backgrounds. The recent incident involving inappropriate comments made by three cabin crew members about our customers during a flight did not live up to such duty of care. It also reflected unfairly on the professionalism that the rest of Cathay has been upholding.
The incident has been widely circulated in the Chinese Mainland and Hong Kong media, causing significant damage to the image of Hong Kong and Cathay. We conducted a thorough investigation and based on the results of that process we took immediate action to terminate the crew members involved. We had to respond and act swiftly, which was necessary to protect the interest of the company and in turn our people overall.
This incident has reinforced a perception held by some customers that we have not been able to provide high-quality services to customers from different backgrounds consistently. If you read much of the commentary in recent days, you will see that many commentators refer to this long-held perception about us. In other words, they believe this is about more than this single incident, but is something much deeper which we need to address.
Now we must reflect humbly, examine our culture deeply and take concrete measures to turnaround the perception. I am committed to getting down to the bottom of this and driving corresponding improvements via a cross-departmental task force that I will lead personally.
Whilst the incident has caused a setback to our rebuild journey, let's embrace it as a valuable lesson. Let's take it as an opportunity for us to further uplift the quality and consistency of our services. Let's move forward together to establish Cathay truly as one of the world's greatest service brands.
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