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<p class="p1"><span class="s1">东航空姐下跪道歉事件，迎来官方回应。公众最关心乘务员下跪的缘由，但东航通报并未披露相关细节。从现有信息来看，旅客过激言行带来压力、困扰甚至伤害，最终迫使乘务员无奈下跪。这一跪，满是委屈，也刺痛公序良俗。通报称“乘务长、安全员迅速介入协同处置”，可既然如此，为何仍发展到让乘务员下跪道歉的地步？守护乘务员尊严和正当权益，这应是航司和机组的责任。</span></p>
<p class="p1"><span class="s1">东航回应中还有一句话令人难以理解：“航班落地后，旅客拒绝地面人员陪同送医，自行离开。”一个“机闹者”，就这么轻易离开了？东航需要回答公众的是，有没有报警？有没有拿起法律武器捍卫乘务员的正当权益？不能只有一句“公司正协同相关方对事件过程进行全面复盘取证”的模糊表述，而应有更清晰、准确的回应。否则，很容易让公众认为这是对“机闹”的妥协让步，也是对捍卫公共利益的不坚定。</span></p>
<p class="p1"><span class="s1">飞机上的“以闹维权”何以频频上演？根源之一是投诉考核机制失衡。部分航司简单把 “零投诉”“高满意度” 等同于服务质量，一线员工一旦遭遇投诉就可能面临处罚，导致他们不敢制止、不敢报警、不敢硬处置。行业文化过度强调“顾客永远是对的”，却缺少对员工人格尊严和公共秩序的同等保护，结果是，守规者委屈，越轨者得意，错误示范不断被复制。航空公司必须为乘务人员的正当权益撑腰。服务不是无底线退让，包容不是纵容违法。</span></p><div class="moreInfo2"><p>“转载请注明出处”</p></div><p class="zrbja">责任编辑：叶玉玲</p>

空姐下跪道歉？东航机闹者为何能轻易离开

针对网传“东航空姐下跪道歉”事件，文章质疑东航官方回应未披露乘务员下跪的具体原因及后续处置细节。尽管东航称已介入处置且旅客无外伤自行离开，但公众关切航司是否报警及依法维权，担忧此举被视为对“机闹”行为的妥协。文章指出，此类事件频发的根源在于部分航司将“零投诉”作为考核标准，导致一线员工因惧怕处罚而不敢强硬处置违规行为。文章呼吁航空公司应平衡服务与员工尊严，完善考核机制，依法依规维护员工权益和公共秩序，避免无底线退让。

胡杨说

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