国泰涉歧视风波︱CEO发内部信：解雇决定保障公司利益 虚心反思内部文化

国泰航空有空中服务员涉歧视非英语乘客，3名涉事空服员被解雇。国泰航空行政总裁林绍波最新向全体员工发内部通讯，指事件在中国内地和香港被广泛报道，对香港和国泰的形象构成重大损害，解雇的决定是基于保护公司及全体员工利益。他强调，公司上下现时需虚心反思（reflect humbly），形容是次事件对国泰的“重建之旅”（rebuild journey）造成挫折，但亦是宝贵的一课。

林绍波。（资料图片）

 

涉事员工显然没有履行公司赋予责任

林绍波指，国泰作为优质服务品牌和香港的本土航空公司，有责任展现热情好客、为世界各地顾客提供最佳服务的一面，亦有责任照顾所有客人，不论其背景。然而，近日的歧视风波中，三名员工向客户发表不当的评论，显然没有履行上述的责任。

他指，事件已在内地和香港被传媒广泛报道，对香港和国泰的形象构成重大损害，公司已作彻底调查，并据调查结果迅速行动，解雇涉事员工是必须的，“这对于保护公司利益，以及我们全体员工的利益有其必要。”

林绍波续指，事件强化部分客人观感，认为国泰未能始终如一向不同背景客人提供优质服务，坊间亦有不少评论指这并非单一事件，而是有待解决的更深层次问题，公司上下当刻需虚心反思内部的文化（Now we must reflect humbly, examine our culture deeply and take concrete measures to turnaround the perception）。他指，将会亲自领导跨部门工作小组深入调查，提出相应改善方案。

他提到，今次事件对国泰的“重建之旅”带来挫折，但会视之为宝贵一课（valuable lesson），往后会通过今次契机，进一步提升国泰服务的质量和一致性。他会和员工携手前行，让国泰成为真正全球最佳的服务品牌之一。

林绍波向员工发信。（网上图片）

 

以下为内部信件全文：

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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