2017年4月11日星期二

美联航CEO终于发表官方道歉声明及简要解读

【编者按】美廉航的PR Team终于发现他们原先的应对是多么不合适。在几乎一边倒的舆论形式以及UA股票大跌的背景下,UA的CEO也不得不低下了他高傲的头颅。

【作者:牧羊博士】

美联航的这次骇人听闻的暴力驱逐乘客事件持续发酵仅仅一天之后,UA方面遭受了前所未有的舆论压力,而今天美联航的CEO终于在他们的官方Twitter上,发表长文道歉。原文可以参见这里

Dear Team,

The truly horrific event that occurred on this flight has elicited many responses from all of us: outrage, anger, disappointment. I share all of those sentiments, and one above all: my deepest apologies for what happened. Like you, I continue to be disturbed by what happened on this flight and I deeply apologize to the customer forcibly removed and to all the customers aboard. No one should ever be mistreated this way.

I want you to know that we take full responsibility and we will work to make it right.

It's never too late to do the right thing. I have committed to our customers and our employees that we are going to fix what's broken so this never happens again. This will include a thorough review of crew movement, our policies for incentivizing volunteers in these situations, how we handle oversold situations and an examination of how we partner with airport authorities and local law enforcement. We'll communicate the results of our review by April 30th.

I promise you we will do better.

Sincerely,

Oscar

对于这样一封道歉信,传达了以下几个信息点:

1. UA已经承认这次事件的严重性,而不是像昨天那样义正言辞撇开关系。

2. UA单方面对乘客提出道歉 (这也意味着补偿在所难免,我们可以持续关注)

3. 道歉信并未直接提及我们很关注的亚裔歧视问题,然而No one should ever be mistreated this way 这句话也含沙射影表明UA明确知道来自“种族歧视”的舆论压力,只是不愿意对此做正面解释。

4. 本月底(4.30之前)UA会发表对这次事件的公开调查结果。这自然也是缓兵之计,想必这段时间UA会花不少功夫去钻条款了。

最后,本站也表明一下立场,谴责一些公众号为了蹭热度,深扒那名亚裔医生的各种传言,有意或者无意把这样一起严重的公众事件往所谓的“揭示真相”上面引导。更有一些媒体,完全搞错了报道重点,为了吸引眼球还对乘客的身家长篇累牍。

整个事件中,无论该乘客具有怎样的背景和历史,也无论他的肤色,作为一个人遭受这样的对待本身就是所谓的西方文明法制社会的一种耻辱。

另外,本站也会在以后分享如何在加拿大进行航空维权,欢迎关注。

(多谢作者同意本站转载。本文章只代表作者个人观点,不代表本站的观点或立场。其他网站如需转载, 请与作者联系。本文转载自:牧羊博士实验室 »美联航CEO终于发表官方道歉声明及简要解读

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