China Eastern Airlines apologized: 4 passengers were missed, and the VIP lounge became the starting point of "Didi".
Recently, a passenger omission incident caused by China Eastern Airlines has aroused widespread attention on the Internet.
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The incident occurred on July 4 and involved Shanghai Airlines flight FM9273, which was originally scheduled to fly from Shanghai to Xining, Qinghai, but was diverted to Lanzhou, Gansu Province due to weather conditions.
In the process of re-taking off, 4 passengers were unexpectedly left in the airport VIP lounge and finally had to take an online taxi to their destination, a dramatic turn that made many netizens sigh.
In the afternoon of the same day, flight FM9273 made an alternate landing in Lanzhou due to bad weather.
Subsequently, four passengers, including three Gold/Platinum members including Weibo V@ Spring Rolls, chose to enter the China Eastern VIP lounge and wait for the flight to take off again.
They thought it would be a place for them to wait for their flight, but they didn't expect it to be an unexpected "turning point" in their journey.
In the lounge, passengers repeatedly asked the staff about the status of their flights, but the response was always ambiguous "wait for notice".
Minutes and seconds passed until around 18:30, when the passengers asked again, they were told that the flight had already taken off.
The news was like a bolt from the blue, catching the four of them off guard.
What surprised them even more was that the staff did not detect their existence in time, but mistakenly regarded them as "abandoned" passengers.
It turned out that although there was a boarding announcement in the departure hall, the VIP lounge was relatively closed and could not be heard.
The ground staff also failed to check the passenger list in the lounge in time when reorganizing the passengers to board, resulting in the four passengers being ruthlessly omitted.
By the time the staff realized the mistake, the flight had already taken off for a long time.
Faced with this unexpected situation, the staff reacted quickly and arranged an online car-hailing car for the four passengers to go to Xining.
Imagine four adults crammed into an Accord car, with a notification popping up on the screen of your phone that says "Your flight has arrived in Xining," a scene that is undoubtedly full of irony and helplessness.
After a three-hour journey on the Beijing-Tibet Expressway, they finally arrived in Xining in the middle of the night.
Although they finally reached their destination, the twists and turns and inconveniences of the journey made them unforgettable.
After the incident was exposed, it quickly sparked heated discussions on the Internet.
Many netizens questioned and criticized the service quality of China Eastern Airlines. In the face of the pressure of public opinion, China Eastern Airlines officially issued an apology statement on the afternoon of July 7.
In the letter of apology, China Eastern Airlines acknowledged the fact that passengers missed the ride due to the negligence of ground staff, and said that it would actively review and reflect on the shortcomings of various service links, and strive to improve the process and optimize the service.
At the same time, China Eastern Airlines also expressed its sincere apologies to the affected passengers and promised to learn lessons and improve their work.
For these four passengers who were missed, although their journey was full of twists and turns and helplessness, China Eastern's timely apology and positive improvement attitude undoubtedly brought them some comfort.
We believe that in the future, China Eastern will continue to strive to improve its service quality and provide passengers with a safer, more convenient and more comfortable travel experience.
Airlines should also reflect on themselves, is there a loophole in the process?
Is there a lack of communication among the staff?
Isn't there enough concern for travelers?
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