Airasia 种族歧视事件。如果你在新加坡,或是搭乘AirAsia有相同的经验,请同我分享. 我正在和新加坡媒体合作对这件事进行报道.
亚航的CEO以及新加坡负责人也有回应并且已经通过电话道歉.但我要的是这位名叫Mohd Hafiz的员工对我道歉,口头以及书面.
Dear AirAsia,
Let me tell you what made me tear today, at Changi airport Terminal 1, besides your counter, in front of hundreds of passengers.
"You are in MY COUNTRY you know!?"
"…..I am not giving you my name, but I can get your name easily if I want, Madam…."
"Even if I tell you my name, can you spell it? CAN YOU EVEN SPELL?"
I reached Changi airport, the AirAsia check-in counter by 7:05am. My flight was scheduled at 7:40am.
I waited in a lane for 10 mins while a couple in front of me were having problems with their check in procedures, so I switched to the Express bag drop lane.
A young man was behind the counter. He took over my passport and spoke something to his colleagues. i believe he was communicating with his colleagues if the bag drop has been closed. I had a bad feeling, could I have been too late?
"You are late," He THREW my passport on the counter. "You can't check in." Without any further elaboration from him, I was confused.
"What do you mean? So I can't check in?" I asked carefully without changing the volume of my voice although i was anxious, because I knew If I couldn't get on this flight, partially it was my own fault.
"No" another cold answered by the staff. "you are late. The gate is closed." I could never forget the look on that face while he said those words - he leaned back, crossed his two hands, looked at me with an absurd smirk, and slowly popped those words.
God knows why i would even continue talking to him! "But what time does the gate close?"
"40 (pause) mins (pause) before (pause) departure (pause). Your bag won't go through." once again in that i-don't-give-a-damn tone. I know he was already impatient even though he had barely said more than ten sentences.
"But you know why I was late? i waited in that lane for very long." I pointed to the lane in which i was waiting.
He interrupted immediately:"just now we were asking for passengers who are going to kL to drop their bags, you didn't approach any of us, it's your fault."
It's my fault.
"OK. Thanks, for your attitude." I left, feeling really unhappy about the way he talked to me.
That was how the first part of the conversation went.
-------------------------
Let's pause for a second, you might think this is just an ordinary complain letter that's coming from an unreasonable whiny little customer, but wait till the latter part of this story, that's where the anger started raging in my heart and the tears started purring out from my eyes.
I left the check in counter and went to the sales counter to purchase a new tickets. I consulted the sales lady behind the counter, asking how I could make a complain about one of the counter staff. She told me to ask for the staff's name and he/she was obligated to give me that information. I thought so too, isn't this a common sense in a service industry? Apparently I thought wrong. I went back to the Express lane, deciding to ask for this staff's name and make a complain.
"May I have your name please?" I added a please, intentionally.
"Whyyyyyy?" Finally the smirk was gone, instead, he looked at me with his eyes wide opened, like i just asked the most absurd question in the world.
"Just for future reference." I answered.
Here comes the voice raise of him: "IT WAS NOT MY FAULT THAT YOU COULDN'T CATCH YOUR FLIGHT!"
"I m not saying that it was your fault that I couldn't catch my flight, I am asking for your name to make a complain about your attitude when you were serving me just now. "
"WHAT? No, I AM NOT giving you my name." He shook his head and looked away.
After I insisted getting his name, he threatened me that "You know what, If I want your name I can get your name easily. "
"You want my name? Come on Let me write it down for you. But NOW I am asking for your name as an really unsatisfied customer." I was really angry by then.
He still refused and told me to look for his supervisor if I want to make a complain. I told him I have the right to get his name from him in person.
Now AirAsia, open your eyes wide open for the following words which came out from his mouth, especially if you are against racism:
"Madam, I don't think You are being very professional right now. You are not being professional and you are IN MY COUNTRY YOU KNOW?"
"Say that again?" I could not believe what I just heard.
"YOU ARE IN MY COUNTRY YOU KNOW?"
I was shocked by his words and apparently, so were the couple who were checking in besides me. But hey, the insult didn't stop here:
"I DIDN'T DO anything! You scolded me and I was explaining to you!" Now he raised his voice some more and even stood up from his seat.
"I did not scold you. " throughout the first and the second conversation i did not scold him. But if he took asking questions as scolding, then I scolded him a big time.
You, Mohd Hafiz, Employee Number SAA0177 first threatened me that you could get my name easily (what are you gonna do after that? Find me and give me some hard time?), then insulted me for being a foreigner, ended your master piece by telling me and yourself a big lie that "I scolded you" RIGHT IN MY FACE.
After your finally wrote down your name in a small piece of paper, here are some more mean words from your pathetically mean mouth:
"Can you spell my name? Now here is my name, can you spell can you spell? CAN YOU EVEN SPELL? Do you know how to spell?"
At this point of time, I couldn't believe my ears. Yes, Mr. Mohd Hafiz, I know how to spell, and I speak perfect English. The number of flights i have taken in my life is probably way more than the days you have worked in AirAisa.
That is why I Know, that it was not your fault that I couldn't check in. And I also know, your attitude is the worst I have ever seen as an employee in the service industry. Additionally, no matter who you are, insulting me on my nationality or language ability is the stupidest thing you could have done. ESPECIALLY WHEN I WAS THE CUSTOMER and you were the one who was behind the counter.
So dear AirAisa, I broke down when i was talking to Mohd Hafiz's Supervisor. I shamelessly cried in public because I had never been insulted in such a way. The lady comforted me and wrote down my email address, said she will get back to me. While I told the supervisor everything right after i left the check in counter, I hope Mr. Mohd Hafiz could have come up with a really good lie to cover himself up.
Hence, this is not just an ordinary complain letter. I don't want any compensation from AirAisa, and I am not even blaming you for having such an employee.
But dear AirAsia, I want justice.
I would like your current employee, Mr. Mohd Hafiz, to apologize to me in person, as well as an official apology in written form, for the following things which he has done:
He was not serving me with an right attitude that he should have had.
The words he said - "YOU ARE IN MY COUNTRY YOU KNOW" is an obviousevidence of racism, and he shall be really sorry about that.
He should have not threatened me that he could get my name easily while I was asking for his name.
The words he said ""Can you spell my name? Now here is my name, can you spell can you spell? CAN YOU EVEN SPELL?" was a serious way of insulting.
If the above requests cannot be fulfilled before 23 Dec, please noted that I will give my 2 cents to Singapore Press Holding, Yahoo News Singapore, STOMP and all the other local media.
Your customer,
Lingyi Xiong (Ms.)
+65********
*******@hotmail.com
我从头看到尾。真的快要被气死了。 怎么会有这种态度的服务业人员。
racism在这里算是敏感词了，还敢踩地雷。[Mathilda0518 (12-15 16:02, Long long ago)]
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抱歉啊不知道如何祛除文中的乱码。刚才还没有的。[Mathilda0518 (12-15 16:03, Long long ago)] [ 传统版 | sForum ][登录后回复]2楼
那个马来人估计是回教激进分子。。。不过，这个MM的名字跟我以前的台湾老板一模一样啊。。。看到最后吓一跳，那是一个老头子了。。。[凡人 (12-15 16:31, Long long ago)] [ 传统版 | sForum ][登录后回复]3楼
(引用 Mathilda0518:抱歉啊不知道如何祛除文中的乱码。刚才还没有的。)你是用sForum发的？[trueif (12-15 17:10, Long long ago)] [ 传统版 | sForum ][登录后回复]4楼
刚在校内看到好友分享的lz日志了。。。支持lz的做法，坡上的有些马来裔新加坡人素质真的很低。。。[大漠孤烟 (12-15 17:20, Long long ago)] [ 传统版 | sForum ][登录后回复]5楼
(引用 大漠孤烟:刚在校内看到好友分享的lz日志了。。。支持lz的做法，坡上的有些马来裔新加坡人素质真的很低。。。)我也是从人人转的。据说本地论坛骂声一片，不过被骂的是女主。待证实。[Mathilda0518 (12-15 18:37, Long long ago)] [ 传统版 | sForum ][登录后回复]6楼
(引用 trueif:你是用sForum发的？)不是。从手机用树状的那种发的。[Mathilda0518 (12-15 18:38, Long long ago)] [ 传统版 | sForum ][登录后回复]7楼
(引用 凡人:那个马来人估计是回教激进分子。。。不过，这个MM的名字跟我以前的台湾老板一模一样啊。。。看到最后吓一跳，那是一个老头子了。。。)哈哈哈哈。真巧~字不同吧~女主的中文名字看起来还是挺秀气的。[Mathilda0518 (12-15 18:39, Long long ago)] [ 传统版 | sForum ][登录后回复]8楼
lz给个原文地址吧[trueif (12-15 18:40, Long long ago)] [ 传统版 | sForum ][登录后回复]9楼
(引用 trueif:lz给个原文地址吧)从这里可以看到原文。以及本地人的反应。http://forums.hardwarezone.com.sg/eat-drink-man-woman-16/%5Bpotentially-epic-flame-lip-lai-plus-one-page-one%5D-mr-md-hafiz-lip-lai-now-3525114.html[Mathilda0518 (12-15 21:04, Long long ago)] [ 传统版 | sForum ][登录后回复]10楼
这件事双方都处理得很失败。。双方都做得不好我觉得。
那个马来人明显的如果用好点的态度或圆滑的方法reject boarding估计这事也就过去了，所以是他不懂怎么和顾客沟通，作为一个服务人员很不专业。
但是博主也做的不太好。出门在外难免有些言语口角听着不爽想爆粗口的时候，但是如果能好好控制自己，要么就息事宁人，要么就客观明确的投诉。虽然始因是racism,但是不知道把这贴公布在校内的时候有没有考虑过也可能会在坡国再引起一次反PRC的言论争论，尤其是信中提及的道歉期限还没有到的情况下。
所以呢，为了避免这种事情，机场还是早点到，自己不犯错就不会给别人犯错的机会。[COM1挣扎者 (12-16 1:36, Long long ago)]
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我觉得这件事不是racism，而是nationlismRacism其实是在hardwarezone上面有些人的回复里面，有人歧视那个马来人
[鱼片粥 (12-16 9:39, Long long ago)]
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(引用 鱼片粥:我觉得这件事不是racism，而是nationlismRacism其实是在hardwarezone上面有些人的回复里面，有人歧视那个马来人 )+1[凡人 (12-16 9:47, Long long ago)] [ 传统版 | sForum ][登录后回复]13楼
(引用 COM1挣扎者:这件事双方都处理得很失败。。双方都做得不好我觉得。
那个马来人明显的如果用好点的态度或圆滑的方法reject boarding估计这事也就过去了...)什么双方都很失败？我们中国的教育就是两边各打50大板么？坚决支持被伤害的女同胞。而且很敬佩！
“出门在外”怎么了？出门在外就“难免有些言语口角听着不爽”，出门在外就难免被羞辱了？被羞辱了还要检讨自己，还要“好好控制自己”，还要“息事宁人”，楼上对我们这位女同胞也要求太高了吧？我没有从她的字里行间看到任何她没有控制自己，不承担自己的责任的地方。迟到了也没有要求一定要check in，而是去买新的票。我不认为她有任何作为deserve这样的羞辱。
什么“自己不犯错就不会给别人犯错的机会”，什么逻辑？你这句话几乎适用于所有犯罪案件里面的受害人。[石头的眼泪 (12-16 10:11, Long long ago)]
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本文人人网的原文 http://goo.gl/ro412http://goo.gl/ro412
============ 仅转载方便大家阅读，不代表本人观点，请网友自行判断 ============
如果你在新加坡,或是搭乘AirAsia有相同的经验,请同我分享. 我正在和新加坡媒体合作对这件事进行报道.
亚航的CEO以及新加坡负责人也有回应并且已经通过电话道歉.但我要的是这位名叫Mohd Hafiz的员工对我道歉,口头以及书面.
Dear AirAsia,
Let me tell you what made me tear today, at Changi airport Terminal 1, besides your counter, in front of hundreds of passengers.
"You are in MY COUNTRY you know!?"
"…..I am not giving you my name, but I can get your name easily if I want, Madam…."
"Even if I tell you my name, can you spell it? CAN YOU EVEN SPELL?"
I reached Changi airport, the AirAsia check-in counter by 7:05am. My flight was scheduled at 7:40am.
I
waited in a lane for 10 mins while a couple in front of me were having
problems with their check in procedures, so I switched to the Express
bag drop lane.
A young man was behind the
counter. He took over my passport and spoke something to his colleagues.
i believe he was communicating with his colleagues if the bag drop has
been closed. I had a bad feeling, could I have been too late?
"You are late," He THREW my passport on the counter. "You can't check in." Without any further elaboration from him, I was confused.
"What
do you mean? So I can't check in?" I asked carefully without changing
the volume of my voice although i was anxious, because I knew If I
couldn't get on this flight, partially it was my own fault.
"No" another cold answered by the staff. "you are late. The gate is closed." I could never forget the look on
that face while he said those words - he leaned back, crossed his two
hands, looked at me with an absurd smirk, and slowly popped those words.
God knows why i would even continue talking to him! "But what time does the gate close?"
"40
(pause) mins (pause) before (pause) departure (pause). Your bag won't
go through." once again in that i-don't-give-a-damn tone. I know he was
already impatient even though he had barely said more than ten
sentences.
"But you know why I was late? i waited in that lane for very long." I pointed to the lane in which i was waiting.
He
interrupted immediately:"just now we were asking for passengers who are
going to kL to drop their bags, you didn't approach any of us, it's your fault."
It's my fault.
"OK. Thanks, for your attitude." I left, feeling really unhappy about the way he talked to me.
That was how the first part of the conversation went.
-------------------------
Let's
pause for a second, you might think this is just an ordinary complain
letter that's coming from an unreasonable whiny little customer, but
wait till the latter part of this story, that's where the anger started
raging in my heart and the tears started purring out from my eyes.
I
left the check in counter and went to the sales counter to purchase a
new tickets. I consulted the sales lady behind the counter, asking how I
could make a complain about one of the counter staff. She told me to
ask for the staff's name and he/she was obligated to give me that
information. I thought so too, isn't this a common sense in a service
industry? Apparently I thought wrong. I went back to the Express lane,
deciding to ask for this staff's name and make a complain.
"May I have your name please?" I added a please, intentionally.
"Whyyyyyy?"
Finally the smirk was gone, instead, he looked at me with his eyes wide
opened, like i just asked the most absurd question in the world.
"Just for future reference." I answered.
Here comes the voice raise of him: "IT WAS NOT MY FAULT THAT YOU COULDN'T CATCH YOUR FLIGHT!"
"I
m not saying that it was your fault that I couldn't catch my flight, I
am asking for your name to make a complain about your attitude when you
were serving me just now. "
"WHAT? No, I AM NOT giving you my name." He shook his head and looked away.
After I insisted getting his name, he threatened me that "You know what, If I want your name I can get your name easily. "
"You
want my name? Come on Let me write it down for you. But NOW I am asking
for your name as an really unsatisfied customer." I was really angry by
then.
He still refused and told me to look for
his supervisor if I want to make a complain. I told him I have the right
to get his name from him in person.
Now
AirAsia, open your eyes wide open for the following words which came
out from his mouth, especially if you are against racism:
"Madam,
I don't think You are being very professional right now. You are not
being professional and you are IN MY COUNTRY YOU KNOW?"
"Say that again?" I could not believe what I just heard.
"YOU ARE IN MY COUNTRY YOU KNOW?"
I
was shocked by his words and apparently, so were the couple who were
checking in besides me. But hey, the insult didn't stop here:
"I
DIDN'T DO anything! You scolded me and I was explaining to you!" Now he
raised his voice some more and even stood up from his seat.
"I
did not scold you. " throughout the first and the second conversation i
did not scold him. But if he took asking questions as scolding, then I
scolded him a big time.
You, Mohd *****, Employee Number SAA**** first threatened me that you could get my name easily (what are you gonna do after that? Find me and give me some hard time?), then insulted me for being a foreigner, ended your master piece by telling me and yourself a big lie that "I scolded you" RIGHT IN MY FACE.
After
your finally wrote down your name in a small piece of paper, here are
some more mean words from your pathetically mean mouth:
"Can you spell my name? Now here is my name, can you spell can you spell? CAN YOU EVEN SPELL? Do you know how to spell?"
At
this point of time, I couldn't believe my ears. Yes, Mr. Mohd Hafiz, I
know how to spell, and I speak perfect English. The number of flights i
have taken in my life is probably way more than the days you have worked
in AirAisa.
That is why I Know, that it was not
your fault that I couldn't check in. And I also know, your attitude is
the worst I have ever seen as an employee in the service industry.
Additionally, no matter who you are, insulting me on my nationality or
language ability is the stupidest thing you could have done. ESPECIALLY
WHEN I WAS THE CUSTOMER and you were the one who was behind the counter.
So
dear AirAisa, I broke down when i was talking to Mohd Hafiz's
Supervisor. I shamelessly cried in public because I had never been
insulted in such a way. The lady comforted me and wrote down my email
address, said she will get back to me. While I told the supervisor
everything right after i left the check in counter, I hope Mr. Mohd
Hafiz could have come up with a really good lie to cover himself up.
Hence,
this is not just an ordinary complain letter. I don't want any
compensation from AirAisa, and I am not even blaming you for having such
an employee.
But dear AirAsia, I want justice.
I
would like your current employee, Mr. Mohd Hafiz, to apologize to me in
person, as well as an official apology in written form, for the
following things which he has done:
He was not serving me with an right attitude that he should have had.
The words he said - "YOU ARE IN MY COUNTRY YOU KNOW" is an obvious evidence of racism, and he shall be really sorry about that.
He should have not threatened me that he could get my name easily while I was asking for his name.
The
words he said ""Can you spell my name? Now here is my name, can you
spell can you spell? CAN YOU EVEN SPELL?" was a serious way of
insulting.
If the above requests cannot be fulfilled before 23 Dec,
please noted that I will give my 2 cents to Singapore Press Holding,
Yahoo News Singapore, STOMP and all the other local media.
Your customer,
[trueif (12-16 10:44, Long long ago)]
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(引用 Mathilda0518:我也是从人人转的。据说本地论坛骂声一片，不过被骂的是女主。待证实。)建议大家不要去本地论坛。没必要为已知的反应生气。当自强！[石头的眼泪 (12-16 10:48, Long long ago)] [ 传统版 | sForum ][登录后回复]16楼
(引用 鱼片粥:我觉得这件事不是racism，而是nationlismRacism其实是在hardwarezone上面有些人的回复里面，有人歧视那个马来人 )恩对哦 不过后来那篇校内日志里跟了很多回复好像就变成骂马来人了。。[COM1挣扎者 (12-16 12:02, Long long ago)] [ 传统版 | sForum ][登录后回复]17楼
(引用 石头的眼泪:什么双方都很失败？我们中国的教育就是两边各打50大板么？坚决支持被伤害的女同胞。而且很敬佩！
“出门在外”怎么了？出门在外就“难免�...)说句实在话 为什么会在大庭广众哭？真至于委屈成那样么？如果作为一个成年人忍不住几滴眼泪，那只能说明一点，当时那个人的话戳中了她的弱点。激发了她的自卑加上在那种场合的尴尬。
投诉没有什么不可以的，坡人也很喜欢投诉。但是对于承诺的时间不予遵守的话，也只不过能看做成一次闹剧罢了。[COM1挣扎者 (12-16 12:06, Long long ago)]
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(引用 鱼片粥:我觉得这件事不是racism，而是nationlismRacism其实是在hardwarezone上面有些人的回复里面，有人歧视那个马来人 )也可以说是xenophobia。。。[大漠孤烟 (12-16 12:22, Long long ago)] [ 传统版 | sForum ][登录后回复]19楼
(引用 COM1挣扎者:说句实在话 为什么会在大庭广众哭？真至于委屈成那样么？如果作为一个成年人忍不住几滴眼泪，那只能说明一点，当时那个人的话戳中了她的�...)人跟人不一样。你也许真不觉得委屈。[石头的眼泪 (12-16 12:22, Long long ago)] [ 传统版 | sForum ][登录后回复]20楼