國泰涉歧視風波︱CEO發內部信：解僱決定保障公司利益 虛心反思內部文化
2023-05-25 13:24 
國泰航空有空中服務員涉歧視非英語乘客，3名涉事空服員被解僱。國泰航空行政總裁林紹波最新向全體員工發內部通訊，指事件在中國內地和香港被廣泛報道，對香港和國泰的形象構成重大損害，解僱的決定是基於保護公司及全體員工利益。他強調，公司上下現時需虛心反思（reflect humbly），形容是次事件對國泰的「重建之旅」（rebuild journey）造成挫折，但亦是寶貴的一課。
涉事員工顯然沒有履行公司賦予責任
林紹波指，國泰作為優質服務品牌和香港的本土航空公司，有責任展現熱情好客、為世界各地顧客提供最佳服務的一面，亦有責任照顧所有客人，不論其背景。然而，近日的歧視風波中，三名員工向客戶發表不當的評論，顯然沒有履行上述的責任。
他指，事件已在內地和香港被傳媒廣泛報道，對香港和國泰的形象構成重大損害，公司已作徹底調查，並據調查結果迅速行動，解僱涉事員工是必須的，「這對於保護公司利益，以及我們全體員工的利益有其必要。」
林紹波續指，事件強化部分客人觀感，認為國泰未能始終如一向不同背景客人提供優質服務，坊間亦有不少評論指這並非單一事件，而是有待解決的更深層次問題，公司上下當刻需虛心反思內部的文化（Now we must reflect humbly, examine our culture deeply and take concrete measures to turnaround the perception）。他指，將會親自領導跨部門工作小組深入調查，提出相應改善方案。
他提到，今次事件對國泰的「重建之旅」帶來挫折，但會視之為寶貴一課（valuable lesson），往後會通過今次契機，進一步提升國泰服務的質量和一致性。他會和員工攜手前行，讓國泰成為真正全球最佳的服務品牌之一。
以下為內部信件全文：
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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