“国航监督员”事件引多重质疑

导读

 

据国航通报，7月12日，国航CA4107航班在起飞滑行阶段，因有旅客使用手机另一名旅客制止而产生纠纷。飞机降落后有旅客报警，随后3名旅客和4名机组人员前往机场公安局配合警方调查和调解处理。

 

随后，国航回应称从未设置监督员岗位，也从未聘请任何外部人员担任监督员。

 

据报道，国航宣传部部长徐彦纯于7月14日晚表示，自称是监督员的牛某并不是所谓的监督员，只是普通员工。“因为患有精神疾病，已经很久都不工作了。她有这种疾病，是不能解除劳动合同的。”

 

 

 

Li Yaling, a playwright with nearly 1.3 million followers on Sina Weibo, said in a post on Saturday that the woman claimed to be a supervisor for the airline and vehemently criticized a female passenger in the first-class cabin.

7月13日，微博认证为编剧且拥有近130万粉丝的博主“李亚玲”发文称，有一位自称是国航监督员的女士在头等舱和同机乘客发生激烈的口角争执，指责周边乘客危害航空安全。

 

She said the woman then criticized two male passengers who were also using their phones, even though they made it clear they had been switched to flight mode, with constant finger pointing and shouting.

她说，这名女子随后批评了两名也在使用手机的男性乘客，尽管他们明确表示已经切换到飞行模式，不过该女子仍不停地用手指指着对方并大喊大叫。

 

The woman later demanded flight attendants provide a complaint form and the names and other information about the cabin crew and the three passengers, and then started to film the passengers using her phone. She also asked the attendants to call the police after landing, Li said.

随后，这名女子要求空乘人员提供一份投诉表，以及机组人员和三名乘客的姓名和其他信息，然后开始用手机拍摄乘客。李说，她还要求空乘人员在飞机着陆后报警。

 

Li said that after the flight landed, the three passengers were taken to the airport public security bureau and placed under investigation for seven hours.

李说，飞机着陆后，三名乘客被带到机场公安局，接受了7个小时的调查。

 

 

On Monday night, People’s Daily said via its official microblog that Air China should be more open about the incident, instead of attempting to shift responsibility onto the passenger’s mental state.

周一晚间，《人民日报》在其官方微博上说，国航应该对此事更加公开，而不是试图将责任转移到乘客的心理上。

 

“The public can understand any special care taken of a person with mental disorder, but the enterprise is responsible of ensuring flight security”, it comments.”The more open attitude an airline company holds, the better its services will be.”

“公众可以理解对精神障碍患者的任何特殊照顾，但企业有责任确保飞行安全。”“航空公司的态度越开放，其服务就会越好。”

 

 

 

The CAACNEWS also responded on its official Weibo account on Monday.

民航网周一也在其官方微博上做出了回应。

 

 

 

Diao Weimin, a law professor at the Civil Aviation Management Institute of China and an expert on international aviation law, said if airlines find a passenger with conditions or diseases that might risk others’ health they do have the right to reject the person from boarding. Airlines also have the right to ask them to be accompanied by proper custodians upon boarding.

中国民用航空管理学院法学教授、国际航空法专家刁伟民表示，如果航空公司发现乘客患有可能危及他人健康的疾病，他们有权拒绝该乘客登机。航空公司也有权要求他们在登机时由适当的托管人陪同。

 

But in practice, this principle lacks details suitable for implementation. For example, some people are afflicted with intermittent mental disorders, and they only need company of custodians when they are in a vulnerable period - no one knows when that would happen.

但在实践中，这一原则缺乏适合实施的细节。例如，有些人患有间歇性精神障碍，他们只有在脆弱时期才需要监护人的陪伴——没有人知道这种情况何时会发生。

 

No existing laws about civil aviation have any executable details about individual cases. So airlines themselves sometimes find it hard to make a decision.

目前没有任何关于民用航空的法律对个别案件有任何可执行的细节。因此，航空公司自己有时也很难做出决定。

 

 

 

About the “supervisor” title mentioned by the woman in the case, Diao said this is not a fulltime job, but more like an honorary title bestowed upon a passenger by the airlines. The supervisor has the right to articulate his or her feelings about the services of the airline, so as to encourage the latter to improve.

关于案件中女子提到的“监督员”头衔，刁伟民表示，这不是一份全职工作，更像是航空公司授予乘客的荣誉头衔。监督员有权表达对航空公司服务的感受，以鼓励航空公司改善服务。

 

Diao added ordinary passengers have the right to complain about the services of an airline, too, and the supervisor does not have any privilege over others. Supervisor complaints, if there are any, are concerned with airline staff, not any passenger.

刁亦补充说，普通乘客也有权投诉航空公司的服务，而且监督员对其他人没有任何特权。 监督员的投诉（如果有的话）涉及航空公司员工，而不是任何其他乘客。

 

国航方面相关负责人表示，公安机关已经对此次事件中的乘客和牛某作出批评和警告，当事人和国航都认同公安机关调查结论。国航认为，牛某作为乘客对飞行过程中其他乘客的不法行为作出监督是正确，但行为方式不恰当，整个事件属于乘客之间的冲突。在此过程中，机组的处置尽职尽责。国航方面解释，触发“飞行黑名单”有严格的要求，不经过司法机关判决，国航没有权利拒绝有精神障碍的患者登机。对于李亚玲乘客不好的乘机体验，国航表示歉意，但无法赔偿。

 

李亚玲表示，不能认同国航答复，将会继续通过合法途径争取权益。