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美联航CEO改口,为争议事件无条件道歉
United CEO: “I deeply apologise” for treatment of passenger

来源:FT中文网    2017-04-12 06:04



        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.        联合大陆(United Continental)扭转态度,并对一名乘客被暴力拖离超量预订航班的遭遇作出无条件道歉。此事已伤害到美联航在美国和中国的声誉,这家美国航空公司力求在这场全球公关危机中重新站稳脚跟。
        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”.        上周日,一名亚裔美国医生尖叫着被强行拖离一架超量预订的航班,还因此受伤。美联航首席执行官奥斯卡•穆诺兹(Oscar Munoz)先是维护员工在这起事件中的举动,但几小时后,他又向全体顾客发信息表示“我很抱歉,我们会解决这个问题”。
        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.        此事已引发世界各地社交媒体的谴责,穆诺兹称这一事件“可怕”,并对此致以“最深的歉意”。他说:“像你们一样,我对此次航班发生的事情继续感到不安,我对被强行驱离飞机的乘客以及机上所有乘客致以深切的歉意。没人应该受到这样的粗暴对待。”
        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.        这是美联航就此事发出的第三个声明,该公司竭力寻找合适基调来安抚全球对这名乘客遭遇的愤怒,人们的怒火甚至惊动了白宫。白宫新闻秘书肖恩•斯派塞(Sean Spicer)称是一起“不幸的”事件,并表示美国总统唐纳德•特朗普(Donald Trump)已看到这名乘客被拖离飞机的视频。
        Here is the full statement:        以下为完整声明:
        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.        此次航班上发生的可怕事件已触犯众怒:让我们大家感到愤怒、生气、失望。我对此感同身受,但首先我要致以最深的歉意。像你们一样,我对此次航班发生的事情继续感到不安,我对被强行驱离飞机的乘客以及机上所有乘客致以深切的歉意。没人应该受到这样的粗暴对待。
        I want you to know that we take full responsibility and we will work to make it right.        我想告诉你们的是,我们将承担一切责任,我们将努力改正不足。
        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.        做正确的事永远不算太晚。我已向我们的乘客和员工承诺,我们将全力弥补过错,不再让此类事件上演。这将包括对机组成员的行为、此类情况下激励志愿者的政策以及如何处理超售情况进行全面审查,并对我们与机场当局及地方执法部门的合作进行审查。我们将最迟在4月30日公布审查结果。
        I promise you we will do better.        我承诺我们会做得更好。
        Sincerely,        诚挚地,
        Oscar        奥斯卡(Oscar)
                
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