美聯航CEO改口,爲爭議事件無條件道歉
United Continental reversed course and issued an unconditional apology for the treatment of a passenger violently removed from an overbooked flight as the US carrier fought to regain its footing in a global public relations crisis which has damaged its reputation from the US to China.
聯合大陸(United Continental)扭轉態度，並對一名乘客被暴力拖離超量預訂航班的遭遇作出無條件道歉。此事已傷害到美聯航在美國和中國的聲譽，這家美國航空公司力求在這場全球公關危機中重新站穩腳跟。Only hours after defending the actions of staff in the incident, in which a screaming Asian-American doctor was injured as he was forcibly removed from an overbooked flight on Sunday, United CEO Oscar Munoz issued a message to customers saying “I’m sorry. We will fix this”.
上週日，一名亞裔美國醫生尖叫着被強行拖離一架超量預訂的航班，還因此受傷。美聯航首席執行官奧斯卡?穆諾茲(Oscar Munoz)先是維護員工在這起事件中的舉動，但幾小時後，他又向全體顧客發信息表示“我很抱歉，我們會解決這個問題”。He called the incident, which has generated social media condemnation from around the globe, “horrific” and offered his “deepest apologies” for it. “Like you, I continue to be disturbed by what happened on this flight and I deeply apologise to the customer forcibly removed and to all the customers aboard. No one should ever be mistreated this way,” he said.
此事已引發世界各地社交媒體的譴責，穆諾茲稱這一事件“可怕”，並對此致以“最深的歉意”。他說：“像你們一樣，我對此次航班發生的事情繼續感到不安，我對被強行驅離飛機的乘客以及機上所有乘客致以深切的歉意。沒人應該受到這樣的粗暴對待。”
It was the third statement from the carrier about the incident, as United struggled to find the right tone to placate global anger about the treatment of the passenger, which had even reached the White House. Sean Spicer, White House press secretary, described the incident as “unfortunate”, adding that President Donald Trump had watched the video footage of the passenger’s removal.
這是美聯航就此事發出的第三個聲明，該公司竭力尋找合適基調來安撫全球對這名乘客遭遇的憤怒，人們的怒火甚至驚動了白宮。白宮新聞祕書肖恩?斯派塞(Sean Spicer)稱是一起“不幸的”事件，並表示美國總統唐納德?特朗普(Donald Trump)已看到這名乘客被拖離飛機的視頻。Here is the full statement:
以下爲完整聲明：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.
此次航班上發生的可怕事件已觸犯衆怒：讓我們大家感到憤怒、生氣、失望。我對此感同身受，但首先我要致以最深的歉意。像你們一樣，我對此次航班發生的事情繼續感到不安，我對被強行驅離飛機的乘客以及機上所有乘客致以深切的歉意。沒人應該受到這樣的粗暴對待。
I want you to know that we take full responsibility and we will work to make it right.
我想告訴你們的是，我們將承擔一切責任，我們將努力改正不足。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.
做正確的事永遠不算太晚。我已向我們的乘客和員工承諾，我們將全力彌補過錯，不再讓此類事件上演。這將包括對機組成員的行爲、此類情況下激勵志願者的政策以及如何處理超售情況進行全面審查，並對我們與機場當局及地方執法部門的合作進行審查。我們將最遲在4月30日公佈審查結果。I promise you we will do better.
我承諾我們會做得更好。Sincerely,
誠摯地，Oscar
奧斯卡(Oscar)
